Seniors Abuse and Information Line (SAIL) Intake Worker

Job Type: Permanent, Full-Time

Hours: 28-35 hours per week

 
Salary: $26.49 - $29.00 per hour

Location: On-site (Vancouver Downtown) during training, hybrid afterwards (remote for last shift).

Shift schedule: This position requires a mixed or rotating shift schedule between Mondays and Fridays: 8:00 am to 3:30 pm; 9:00 am to 4:30 pm; 10:00 am to 5:30 pm; or 12:30 pm to 8:00 pm. Preference will be given to candidates available to work 12:30 pm to 8:00 pm shifts.

Overview:

Established in 1994, Seniors First BC Society (SFBC) is a charitable, non-profit society that provides information, legal advocacy, and support to older adults across BC who are dealing with issues affecting their well-being. SFBC provides free help to older adults through 6 programs: Seniors Abuse and Information Line (SAIL), Victim Services Program, Public Education and Outreach Program, Elder Law Clinic, Legal Advocacy Program, and Advance Planning Clinic.

The Seniors Abuse and Information Line (SAIL) is a provincial helpline that provides a safe place for older adults, and those who care about them, to talk to someone about situations where they feel they are being abused or mistreated, or to receive information about elder awareness prevention. SAIL operates 5 days a week (except holidays) between 8:00 am and 8:00 pm. Intake Workers must be available for shift assignments during these hours.

Key Duties and Responsibilities:

• Answer SAIL during assigned times and assess callers’ needs; provide callers with information and assistance on elder abuse identification, response and prevention; and refers callers to the legal and victim service programs of Seniors First BC and to external resources;
• Provide callers with emotional and practical support to assist them with the impacts of elder abuse, neglect and self-neglect;
• Assess needs of callers to determine appropriate referrals, assisted referrals and/or need for additional supports and services;
• Document and maintain appropriate records and information for all calls received at SAIL and complete intake to the legal and victim services programs, as appropriate;
• Maintain positive working relationships with external agencies to facilitate coordination, minimize service duplication, and maximize effective referrals across agencies;
• Attend SAIL and All-Staff meetings as required; and
• Carry out other tasks as assigned by the SAIL Team Lead, Manager of SAIL and Victim Services Programs, and/or Seniors First BC Executive Director.

Qualifications and Competencies:

• A Bachelor’s Degree in Social Services, Gerontology, or equivalent experience.
• Minimum of two (2) years of paid experience supporting older adults or other vulnerable populations who have experienced violence, trauma, and/or abuse (preferably in a telephone helpline or crisis support setting).
• Fluency in English language, verbally and in writing. Knowledge of a second language is an advantage.
• Demonstrate critical analytical skills in navigating complex situations, call handling, interviewing and assessing caller’s needs over the phone.
• Knowledge of issues affecting vulnerable adults, particularly abuse, neglect and self-neglect, including legislation, resources and services for seniors is an advantage.
• Empathy and confidence in supporting older adults, including the ability to remain calm under pressure and demonstrate diplomacy and tact.
• Understanding of trauma-informed approach and working with marginalized communities.
• Cultural competency and ability to work with older adults from various cultural communities.
• Competency working with Microsoft Office Word, MS Teams and Outlook, and softphone applications.
• Demonstrates ability to multi-task by accurately documenting information while actively engaging in a live call.
• A Criminal Record Check (in Vulnerability Sector) is required.

Physical Requirements: This position requires looking at a computer screen and wearing a headset for prolonged periods of time, and hearing details of abuse, violence, trauma, and/or violence.

Reports to: Manager of the Seniors Abuse and Information Line

To Apply: Please send resume and cover letter to:

Please include the text “SAIL Intake Worker” in the subject line of your email and provide 2-3 dates and time ranges that you could do a telephone interview.

If there are any accommodation needs for you to participate equally in the hiring process, please let us know what type of accommodation is needed when you apply.

Closing date: The posting will remain open until suitable candidates have been recruited.

We thank all applicants for taking interest and applying for this position. Only those offered an interview will be contacted. No phone calls or enquiries through social media, please.