Client Services Assistant - Client Intake

at  Calgary InterFaith Food Bank Society

SUMMARY

We are currently recruiting two part-time (Morning & Afternoon) community-minded individuals to join our Client Services department as a Client Services Assistant - Client Intake. This part time CS Assistant - Client Intake position supports the client intake process from both phone and web booked client requests. Supporting call center volunteers, monitoring external hamper requests submitted by partner agencies and clients directly, and responding to agencies’ support requests.

DESCRIPTION

The Calgary Food Bank is the first line of emergency food support for families and individuals facing crisis. As the city’s main charitable food hub and the most accessible food bank, we have the capacity to serve families, individuals, and organizations to fight hunger. From September 1, 2022, to August 31, 2023, we raised $20.3 million in funds and $41.9 million in food donations to support our services and programs as we work towards our vision of a hunger-free community.
We are currently recruiting two part-time (Morning & Afternoon) community-minded individuals to join our Client Services department as a Client Services Assistant – Client Intake. This part time CS Assistant – Client Intake position supports the client intake process from both phone and web booked client requests. Supporting call center volunteers, monitoring external hamper requests submitted by partner agencies and clients directly, and responding to agencies’ support requests.

DECISION MAKING AND LEADERSHIP CAPABILITIES:

• Makes decisions, based on the Calgary Food Bank’s criteria for a hamper approval or denial of a clients’ request for a hamper
• Ensures that volunteers are given appropriate training to be successful in their positions
• Promotes health and safety in the workplace

EDUCATION AND EXPERIENCE REQUIRED:

• 3 years of non-profit and/or customer service experience dealing with a wide variety of people and/or the public. A relevant combination of education and experience will be considered
• Experience with Microsoft 365 applications and customer relationship management tools
• Technical documentation management, system maintenance, and proven experience in troubleshooting and problem solving
• Knowledge of additional languages would be considered an asset

SKILLS AND CAPABILITIES:

• Strong customer service and client-oriented skills
• Communication skills, ability to interact with various stakeholders, customers, and team members
• Advanced computer knowledge, technical expertise and problem-solving talents
• Strong crisis and conflict resolution, problem solving and strong teamwork focus skills
• Multi-tasking, flexible and responsive to the demands of the department
• Knowledge of community resources would be an asset

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS IF ANY:

This position reports to the Client Services Supervisor and will work part-time. Must be comfortable in changing work environments, sitting or standing for long periods and be able to lift 25 lbs.

DECISION MAKING AND LEADERSHIP CAPABILITIES:

High-impact decisions are made collaboratively with the Chief of Finance. However, independent decision-making is required to manage health, safety, food safety, and security protocols efficiently. Decisions include how to best meet departmental objectives using organizational resources, defining best practices, and ensuring compliance with both safety and food safety legislation. This role also involves providing guidance on both health and food safety concerns, as well as determining the necessary security measures for different operational areas.

EDUCATION AND EXPERIENCE REQUIRED:

• Minimum 3-5 years of work experience in HR and/or Health and Safety required.
• H&S Administrator, NCSO or Canadian Registered Safety Professional (CRSP) or working towards designation.
• Food Safety certification or training is preferred.
• Facility security, including access control and video systems experience is preferred.
• Experience in a non-profit environment is preferred.

SKILLS AND CAPABILITIES:

• Strong understanding of Alberta OHS and food safety legislation and standards.
• Familiarity with health, safety, food safety, and security challenges in office and warehouse environments.
• Excellent interpersonal and communication skills, with the ability to liaise effectively with internal and external stakeholders.
• Ability to integrate food safety and security considerations into health and safety management.
• Strong problem-solving skills, including identifying risks and implementing corrective actions.
• Competence in managing multiple streams of data to recommend best practices.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

This is a regular, full-time position working 40 hours per week (including a half hour unpaid lunch break) 5 days a week, 8 hours per day. This role involves working in an office environment with occasional visits to the warehouse. Additional physical requirements may include inspections at partner organizations and service providers.
Health and Safety
A Calgary Food Bank employee, volunteer, contractor, agency worker, or other person working on site is responsible for their own health and safety, and the health and safety of others by working in compliance with workplace rules, policies and procedures. Duties and responsibilities for persons on Calgary Food Bank premises are imposed by OHS legislation and rules, policies and procedures developed by the Calgary Food Bank.
The successful fulfillment of these defined health and safety roles and responsibilities will be evaluated as part of the annual performance appraisal process for employees. Employees may be subject to disciplinary action when they fail to meet the performance standards required including health and safety policies, procedures, or responsibilities.

PRIMARY RESPONSIBILITIES:

• Oversees up to 10 Call Centre volunteers during any one shift
• Monitor external referrals system and process requests in a timely manner
• Train Client Services volunteers in their role
• Work effectively, cooperatively with volunteers and ensure they are successful in their positions
• Coordinates with volunteer resources to ensure the full schedule of volunteers to have efficient and responsive service delivery
• Managing support requests and resolving technical issues in a timely manner
• Identifying key issues, and providing problem solving solutions
• Execution of activities with other departments as coordinated by the program coordinator
• Ensures compliance with Health and Safety requirements and procedures
• Ensures data safety and privacy through effective training, data management and adhering to data privacy regulations

TASKS PERFORMED:

• Reviewing and testing training documentation and programs prior to launch
• Delivering training to new Call Centre volunteers
• Responsible for accurate data entry and tracking
• Supports the continuous improvement of Call Centre processes and procedures
• Always maintains confidentiality of client records
• Supports and enacts the organization’s value of always treating clients with respect and dignity
• Informs clients of related community resources
• Provides support to volunteers to ensure they feel respected and appreciated
• Ensures clear inter-departmental communication and problem solving
• Provides back up coverage in Client Services department where needed
• Ensure Health and Safety procedures and guidelines are followed
• Acts as Safety Zone Warden for evening shift
• Receives calls from partner organizations to provide assistance with their appointments
• Performs other duties as required

TASKS PERFORMED:

• Develop and maintain health and safety, as well as food safety, policies and procedures to ensure they meet or exceed legislative or industry standards.
• In collaboration with the People Services team, develop and implement employee wellness strategies.
• Maintain training records, safety documentation, and monthly and year-to-year reporting on health, safety, and food safety for staff and volunteers.
• Coordinate two annual Health and Safety engagement weeks, including the integration of food safety education.
• Maintain the training and development and learning management system (Work Hub).
• Oversee internal COR audits and action plans, ensuring education requirements for COR and food safety certification are met, while ensuring education and peer audit requirements for COR maintained through the ACSA.
• Provide administrative support to external auditors and implement action plans from internal and external audits.
• Assist with operational security aspects, ensuring facility inspections include measures for appropriate operational security and access control.
• Member of the internal investigation team.
• Provide guidance and administrative support for developing and maintaining documentation related to safe job procedures, former & field-level hazard analyses, and safe work practices.
• Liaise with key staff regarding health, safety, food safety, and security management.
• Assist with Workers’ Compensation Board (WCB) processes and case management.
• Assist with day-to-day Volunteer Resources administration, as required.
• Oversee food safety practices in coordination with other teams, ensuring all regulations for proper food handling, storage, and sanitation are met.
• Implement security measures, ensuring compliance with organizational security requirements and identifying areas for improvement.
• Security protocols, including ensuring safe access to restricted areas, are also the responsibility of the Health and Safety Coordinator.
• Administrative support to the Joint Worksite Health and Safety Committee (JWSHSC).

Worker responsibilities include:

• Participating in housekeeping tasks to ensure the ongoing cleanliness and safety of CFB facilities.
• Immediately completing Incident, Near Miss and Hazard reporting forms for any applicable event at the CFB and forwarding the form to a manager or supervisor.
• Completing all health and safety training as required.
• Immediately reporting to a manager or supervisor any unsafe or harmful work site condition or act that exists or has occurred.
• Using all personal protective equipment designated and provided.
• Refraining from causing or participating in harassment or violence.
• Develop, monitor, and maintain priorities and standards for the health, safety, and food safety management systems.
• Act as a subject matter expert on H&S and food safety policies, procedures, and requirements based on industry standards, Occupational Health and Safety (OHS) legislation, and food safety regulations.
• Oversee security protocols across operational areas to ensure compliance with safety requirements.
• Support leadership and employees in fulfilling their Health, Safety, and Food Safety responsibilities, as defined by policies and Occupational OHS legislation