Care Associate

Location: Head Office in Langley, BC
Employment status: Permanent Full-time
Department: Counselling and Care Ministries
Position open until: Until position is filled
Salary: $23-24/hr
Start date: ASAP

About Us

Since 1983, Focus on the Family has offered help and encouragement to millions of families as they build their lives on the foundation of Jesus Christ. We work hard to respond to the many real issues families face today by providing sound and practical guidance based on Christian principles. Our vision is to see every family transformed by love, vibrant in faith and enduring in hope.

Our Counselling & Care department helps constituents through timely responses to email, snail mail and requests for one-time complimentary counselling consultations. Carefully trained associates answer questions, source information about Focus policies and procedures, and provide a caring Biblically based response to the needs of those who contact us.

We are currently recruiting for a Care Associate to join the Counselling & Care team. For more information about us, please visit www.focusonthefamily.ca.


About the Position

Reporting to the Manager of Registration and Care, the Care Associate is responsible for a wide range of administrative tasks.

Key Responsibilities
  • Constituent Communication (Care):

    • Answer emails and letter mail in a timely fashion according to the Focus style guide, paying close attention to detail
    • Department standards include responding within 1 week for letter mail and 24 hours for email
    • Enter record of email/letter transaction in NetSuite database
    • Redirect communication (email, snail mail, calls) as appropriate to a counsellor or to another Focus department
    • Provide back-up to the Intake office, screening client calls for counselling assistance
    • Help clients with referrals to appropriate resources, regional counsellors, and/or retreat or treatment centers
    • Requisition resources for clients as directed by counselling team
    • Assistance when requested with website, newsletters and e-newsletters
    • Maintenance of customer management database – opening cases, tracking calls, etc.
    • Provide relief coverage as needed in the counselling intake office

  • Administration:

    • Maintain records & communicate as needed with Counsellor Referral Network counsellors
    • Take minutes of meetings as requested by the ED(s)
    • Invoice and track payments of fee for service clients as requested
    • Provide general administrative support to CCN, Kerith and general counselling program as needed
    • Maintain departmental calendar
    • Record comments (public and private) in the Comment report. Distribute to the ministry monthly
    • Engage in training opportunities as scheduled.
    • Assist with expense reports, travel booking, and creating purchase orders

  • Hope Restored & Kerith Retreats:

    • As time and departmental needs exist:
    • Answering basic emails and calls
    • Assisting with payments and invoicing
    • Setting up client files and preparing clients for their marriage intensives
 
About you
  • Ideally, completion of a post-secondary degree or certificate in psychology, sociology, or other relevant programs.
  • 1-2 years’ experience working in a professional office setting
  • Experience with customer service over the telephone is an asset
  • Capable and willing to use technology including the Internet; must be able to use competently MS Word, MS Teams, PowerPoint, Excel, and Outlook
  • Ability to distinguish between “counselling” and “care” and offer the latter to all callers while avoiding the former
  • Excellent interpersonal skills
  • Active participant in the prayer ministry of the organization-praying with and for constituents on the phone, in prayer meetings and as led by ministry leaders and the Holy Spirit
  • Articulate communicator – able to communicate effectively using the phone and other electronic media
  • Willing and able to work as part of a team, capable of drawing on the strengths and resources of team members and the organization


To Apply:

If you’re looking for a place where you can experience a strong sense of belonging and make a positive difference in people’s lives, this may be the opportunity for you. Focus on the Family Canada offers competitive compensation and benefits and a supportive, friendly, Christian work environment. To apply, please submit your cover letter and resume using the form below.
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