Job Posting 87953

Wildlife Hotline Operator
Toronto Wildlife Centre
Toronto Metro area
Downsview Park with plans to move to Steeles & Markham Road area
closes in 9 days (Tue, 11 Oct)
full time - temporary / contract  •  40-hour week at $18/hour

Status: Full-time 1-year maternity leave coverage with potential for permanent position). Must be available to work 10+ hour shifts, 4 days per week on a flexible schedule including weekends (typically alternating) and occasional statutory holidays

Reports to: Education and Outreach Manager

Start Date: As soon as possible    

Established in 1993, Toronto Wildlife Centre (TWC), a registered charity, is the only wildlife centre of its kind in the GTA and the busiest in Canada. Our mission is to promote peaceful coexistence between people and wildlife by providing education and expert advice about wildlife situations, and providing medical care to sick, injured and orphaned wild animals with the ultimate goal of releasing healthy animals back into the wild. Up to 6,500 wild animals representing over 300 species are admitted to the centre each year. TWC’s dedicated team of staff and volunteers are committed to the rehabilitation and release of these animals, and to educating the public on wildlife issues. TWC was the first wildlife centre in Canada with a full Veterinary Hospital and is the only one in Ontario with a Rescue Program. Approximately 40,000 phone calls from the public are handled each year through TWC’s Wildlife Hotline – the first point of contact for wildlife emergencies and enquiries at our busy wildlife centre.

 

Position Summary:

As a member of the Wildlife Hotline team, you will play a critical role in fulfilling our mission. In this essential role, you will guide callers on how to get emergency care for the thousands of wild animals who become sick, injured or orphaned throughout the GTA. In addition to helping wildlife, you will also be providing a much-needed service for our community by providing expert advice and helping people find appropriate solutions for a variety of wildlife related situations. In this fast-paced role, you will work alongside senior Wildlife Hotline staff to multi-task a number of responsibilities including incoming/outgoing calls, patient admissions, coordinating wildlife rescues, and liaising with other TWC program areas and organizations as needed. You will need to meet the challenges of this front line role which is critical to helping so many of our wild neighbours, making it one of the most rewarding positions at Toronto Wildlife Centre!

 

Accountabilities:

  • Handling all aspects of incoming/outgoing hotline calls
    • Ensure incoming voicemail/online messages are recorded properly
    • Assess situations and help callers resolve them
    • Update and maintain call records accurately with attention to detail
    • Provide superior customer service to members of the public
    • Coordinate pick-ups and rescues of sick, injured and orphaned wildlife
  • Provide services for wildlife admissions and visitors to the centre
    • Warmly greet visitors at the front desk and admit incoming wild patients
    • Ensure animal admissions are appropriate for TWC (e.g. wildlife that actually needs help, species is appropriate for care TWC can provide, not a domestic animal)
    • Assist with training, supervision and engagement of Wildlife Hotline volunteers
    • Offer donation/merchandise options to visitors
    • Participate in year end and ongoing Wildlife Hotline program evaluation
    • Perform additional tasks as required related to the hotline or education program
  • Liaise with other departments and organizations, ensuring effective communication and coordination
    • Coordinate with Rescue staff to ensure timely, appropriate, and safe rescues of wildlife
    • Work with TWC’s Senior Wildlife Rehabilitators to ensure appropriate animal admissions
    • Network with other wildlife rehabilitators and government bodies to keep current on issues relating to hotline

Job Qualifications:

 

Education:

  • Post-secondary education in any of the following: Client and Customer Relations, Emergency Services Communications, Veterinary/Medical Office Administration, Call Centre, and/or similar

Experience:

  • Minimum of 2 years experience in any of the following: Client and Customer Relations, Emergency Services Communications, Veterinary/Medical Office Administration, Call Centre, and/or similar

Competencies:

  • Hold a genuine concern for the welfare of wild animals
  • Motivated self-starter, with ability to prioritize and manage competing priorities with time sensitive demands
  • Exceptional attention to detail, organization, logic and problem-solving skills
  • Excellent communication skills (written and verbal) with focus on clear, concise messaging
  • Strong interpersonal skills with the ability to understand the needs of callers and adapt advice to the situation and the caller, able to influence with integrity as needed
  • Strong and efficient learner, willing to meet challenges of receiving training on an ongoing basis
  • Energetic, enthusiastic, positive, open-minded and enjoys working with a diverse group of people
  • Experience with databases, Microsoft Office, common online functions, and has an aptitude for learning new computer applications
  • Minimum typing speed of 40+ wpm
  • General knowledge of GTA and the ability to interpret maps
  • Flexible and adaptable to changing and dynamic work environment

Assets:

  • Previous experience and/or training in conflict resolution/crisis management
  • Strong natural history background ideally with a focus on Southern Ontario wildlife
  • Fluency in a second language commonly spoken in the Greater Toronto Area

Physical Requirements:

  • Requires the ability to spend extended periods sitting, typing/data, talking on the phone while maintaining professionalism

Working Conditions:

  • This position requires working near animals and materials that may trigger allergic reactions
  • Ability to handle exposure to high stress and emotional situations
  • Fast-paced crisis-call centre environment, with noise from other personnel/equipment, and frequent interruptions

Please note: Toronto Wildlife Centre is considered an essential workplace and adheres to Toronto Public Health’s COVID-19 Guidelines for Businesses & Community Organizations.

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