Registration Care Associate - Full Time

Location: Head Office in Langley, BC
Department: Counselling and Care Ministries
Term: Permanent Full-time, 40 hours/week 
Position open until: Filled
Start date: ASAP
Salary range: $45,760  - $52,000 per annum ($22/hour - $25 /hour) 

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 work hard to respond to 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 www.FocusOnTheFamily.ca

About the Position

Focus on the Family Canada is seeking a full-time Registration Care Associate to 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 health and dental benefits

Key responsibilities

Hope Restored

1. Provide administrative support for Hope Restored team. 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, taking payments, 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 support in Care Ministries with email and letter response (assist as needed, as capacity and departmental need exists)
   
   
   • Sort and answer emails in a timely fashion according to the Focus style guide, paying close attention to detail
   • May assist with letter mails 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.
  
  

Qualifications

• Ideally completion of a post-secondary degree or certificate in psychology, sociology, or other relevant program
• 2-5 years of customer service experience
• Proven task management and time management skills
• Capable and willing to use technology including the Internet; must be able to use competently MS Word, MS Teams, PowerPoint, Excel, Access, and Outlook
• Ability to distinguish between “counselling” and “care” and offer the latter while avoiding the former
• Excellent interpersonal skills
• 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 organization’s devotions time and able to minister to constituents on the phone.
  
  

What We Offer

• Generous paid time off and leave to ensure you have time to recharge.
• Comprehensive extended health benefits to promote physical and mental well-being 
• Employee Assistance Program (EAP) including counseling to support mental health. 
• Store discount for staff to all Focus on the Family resources and materials.
• RRSP Matching starting at 5% after a year of continuous employment to help plan your financial future.
• A supportive, friendly, Christian work environment to help you grow and feel valued.
  
  

Other Requirements

This role requires an individual who is able to sign and adhere to our Christian Foundations and Standards.

How To Apply

Interested candidates are invited to submit your cover letter and resume below or at FocusOnTheFamily.ca/Employment or by email to hr@fotf.ca with this position in the title. 
We thank everyone for their interest in this role. To better manage our resources, please note that only shortlisted candidates will be contacted for next steps.