Competition # CPProgram Assistant, Booking Centre CPU CP) Employment Type: Permanent Full-Time, Bargaining Unit (1 Vacancy) - Internal OnlyWork Hours: 35 hours/week (Monday to Friday 9:00am-5:00pm)Work Setting: Onsite - limited opportunities to work remotely Salary: Internal Rate F8: $51,186.35Application Deadline: January 12, 2025 by 11:59 pmWho We Are
WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity.
Visit to learn more about who we are and to review our Equity Statement.
We are committed to building an inclusive and diverse workforce, representative of the communities we serve. We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons/persons of colour, women/women identifying, persons with disabilities, 2SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.
Program Overview – Community Programs (815 Danforth Ave, Toronto, ON)
The Booking Centre's primary role is to optimize the client experience from their first point of contact with WoodGreen's Community Programs Unit until they are securely attached to a program with an appropriate intake appointment, information session registration or other program-specific entry step. The Community Programs Unit includes employment, skills training, newcomer, financial counselling, tax, and other programs and services. The Booking Centre supports clients' early attachment to multiple programs of need, ensures response time service level agreements for referrals are met, creates efficiency at scale for referral and intake management, and creates a consistent and high-quality customer service experience.
The Program Assistant is responsible for receiving and aggregating inquiries and creating call lists for the Customer Service Representatives (CSRs), completing related data entry tasks on internal CRM 2.0 and ministry WCG systems, and providing backup support for phone inquiries via Aircall system.
What You Will Do Receive and aggregate inquiries and referrals from email inboxes, voicemails, internal referrals, and external sources such as WCG (e.g., TRF, RASP). Acknowledge and document internal referrals in WoodGreen's CRM system, updating the status based on activity or client progress (e.g. referral received, appointment booked, client enrolled, etc.) Create and maintain accurate client records in WoodGreen's and WCG's systems. Review, organize and prioritize incoming inquiries and referrals as guided by the Booking Centre Supervisor based on referral source, channel and service level agreements (SLAs). Create daily prioritized call lists for Customer Service Representatives (CSRs) including open calls from prior days. Track the progress of call lists to ensure timely follow-up and completion by the CSRs. Provide backup assistance and support to Customer Service Representatives (CSRs) in handling phone referrals and inquiries via the Aircall System. Assist in preparing weekly and monthly statistical reports for review to the Sr. Manager and Sr. Director, including calculations of site client intake volumes, booked appointments, and other performance indicators. Communicate with the Supervisor and CSRs to ensure call lists and referrals are managed effectively. Liaise with internal teams and external partners to address discrepancies or resolve issues related to referrals and scheduling. Identify opportunities to streamline referral and scheduling processes, providing feedback and recommendations to the Booking Centre Supervisor. Support the implementation of updated workflows or systems as required. What You Bring to the Team Post-secondary education in office administration (or equivalent skills and experience) Minimum one year in a role requiring significant administrative work (e.g. accurate and fast keyboarding, email communication, scheduling, data entry, records management, report writing, task tracking, and document organization) Proficiency in the Microsoft Office Suite (Outlook, Excel, Word) Knowledge of all WoodGreen CPU programs an asset What Will Set You Apart Familiarity with client resource management systems (e.g. Microsoft Dynamics, SalesForce) a plus. Excellent attention to detail Knowledge of employment services or social services A strong sense of personal accountability for accomplishing individual tasks. Coachable and able to adapt and change in procedures, systems, etc. Patience, compassion and sensitivity to deal with different cultures and different levels of abilities among clients, colleagues, partners and others in the work environment. Understanding of and ability to communicate principles and practice of diversity and anti-racism. Excellent organization and time management skills and strong attention to detail. Ability to report to work at various WoodGreen locations throughout Toronto. WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.
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