Intensive Consultant/Care Associate

Location: Head Office in Langley, BC
Employment status: Permanent Full-time
Position open until: January 23, 2023
Start date: As soon as possible

About Us

Since 1983, Focus on the Family Canada has offered help and encouragement to millions of families as they build their lives on the foundation of Jesus Christ. We have been recognized by the Best Christian Workplace Institute as an outstanding employer and certified as being among the healthiest places to work in North America. 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. Learn more at

About the Position

We are currently recruiting for a full-time Intensive Consultant/Care associate join our Counselling & Care team who will provide our constituents with outstanding customer service as they contact the ministry for a variety of reasons, whether by phone, mail, chat or email. The role requires the ability to be detail oriented, organized, have a pleasant and engaging personality, and the ability to maintain confidentiality. The position is based out of our head office in Langley, BC, and is eligible for full health and dental benefits.

Key responsibilities

Hope Restored

  1. Provide administrative support for Hope Restored. Duties will include responding to calls and emails, keeping records of those contacts, helping with intake interviews.
  2. Maintain appropriate records for this program in data-base (Penelope)
  3. Send correspondence as required via email to keep clients informed
  4. Additional tasks as needed, such as sending out books, helping with mailings, etc.

Care Ministries

  1. Provide back-up assistance in Counselling Intake:

    • Manage incoming calls with screening as agreed upon
    • Direct calls as appropriate to a counsellor or to another Focus department
    • Help clients with referrals to appropriate resources, regional counsellors, and/or retreat or treatment centers
    • Requisition resources for clients as directed by counselling team

  2. Referrals and Database Maintenance.

    • Provide administrative assistance
    • Maintenance of Penelope database – opening cases, tracking calls, etc.

  3. Provide back-up in Care Ministries in email and letter response (assist as needed, as capacity and departmental need exists)

    1. Sort and answer emails in a timely fashion according to the Focus style guide, paying close attention to detail
    2. If capacity allows, may assist with snail mail when needed

About You

You thrive in a fast-paced work environment, love customer service and helping people find the resources they’re looking for. You have experience in customer service, call centre experience would be an asset. You want to use your skill set to help families grow stronger, encourage couples to deepen their love and faith, ensure children are raised to love the Lord, and provide practical guidance to those who are in desperate need of hope.

For primary consideration you must bring the following to this role:

  • Ideally completion of a post-secondary degree or certificate in psychology, sociology, or other relevant program
  • 2-5 years of customer service experience
  • Exceptional task management and time management skills
  • Capable and willing to use technology including the Internet; must be able to use competently MS Word, PowerPoint, Excel, Access, and Outlook
  • Ability to distinguish between “counselling” and “care” and offer the latter while avoiding the former
  • Excellent interpersonal skills
  • Background in church or ministry roles would be an asset
  • Willing and able to work as part of a team, capable of drawing on the strengths and resources of team members and the organization
  • 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
To Apply

If you’re looking for a place where you can experience a strong sense of belonging and make a positive difference to our well-established, mission-driven charity, this may be the opportunity for you. Focus on the Family Canada offers competitive compensation and benefits, and a supportive, friendly, Christian work environment. This important role requires an individual who maintains a consistent witness for Jesus Christ and a courteous, Christlike attitude by adhering to our Christian Foundations and Standards.

To apply, please submit your cover letter and resume below or at or by email to

Please note that only candidates chosen for an interview will be contacted.