Emergency Response Team Agent

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.” 

View more comments from our clients and their family members.

Pay Range

OPSEU/VHA Pay Scale Level 3—$20.85-$24.64 per hour

The Emergency Response Team Agent (ERT) is responsible for providing call answering and administrative support to the Integrated Client and Community Care Team. The ERT agent is the primary contact for our Employee Emergency Line and support for our coordination team. #INVHACorp

Shift Information:

6:30am-9:30pm: Guaranteed 21 hours per week (Might be scheduled up to 35 hours per week)

Successful candidates must be available for rotating shifts, any day between Monday through Sunday including STAT holidays.

Mandatory Orientation :

The successful candidate must be available to attend in-person training from March 3rd to March 11th, excluding the weekend, from 8:30 AM to 4:30 PM.

Key Areas of Accountability

VHA’s ERT Agent will have the following key areas of accountability, but not limited to:

• Telephone support for inquiries made by the Ontario Health at Home, Clients, Caregivers, Personal Support Workers, Nurses and Rehabilitation Service Providers and either handles their calls directly and/or redirect through the organization as required
• Provides general information and handling of any private caller inquiries
• Handles any emergency call situations in collaboration with the Operations or leadership teams
• Provides callers with a positive experience during every instance of contact
• Works in collaboration with the Operations Leadership teams to identify and streamline unusual or high call volume periods
• Provide administrative assistance on projects as required and assigned

Required Qualifications:

• You have relevant post-secondary school education/training combined with practical experience. Medical terminology is an asset
• You are an effective communicator with superior telephone skills and the ability to deal effectively and courteously with clients, funders and employees by demonstrating excellent customer service skills
• Demonstrated ability to effectively deal with or diffuse caller conflicts and complaints, excellent listening skills
• You are culturally competent, interacting effectively with diverse stakeholders with a wide range of communication skills, knowledge and understanding of the home care system
• Must be able to communicate and document in an effective, timely and efficient matter with clients
• Strong attention to detail and the ability to deal with multiple priorities is a requirement
• You possess strong computer skills with proven speed and accuracy (50wpm) and have experience and a keen desire to learn and utilize new software/electronic applications
• You are comfortable working in a constantly shifting environment as VHA responds to changes in client needs and staff availability
• Proven organizational and effective problem solving skills are required
• Demonstrated efforts to continuously develop and upgrade skills and achieve personal and organizational performance targets are required
• Knowledge of GoldCare and the ability to converse in a second language is a definite asset
• Experience and familiarity with Call Centre procedures is preferred

What makes VHA’s compensation unique?

• Benefits and pension plan for permanent eligible employees

• Compensation for education and professional development

• VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career

• Mentorship and peer support

• Career development opportunities

• Employee and family assistance program

• Wellness resources

• Perks & discounts

• Staff & service provider events

Accommodation and VHA’s commitment to DEI

At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. If you require any accommodation, please let us know in advance as we are happy to comply.

How to Apply?

Our online application should take about 5 to 10 minutes to complete.

VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.

Thank you to everyone who applies. We will review applications as they are received. We’ll only be contacting those selected for further discussion.

In every role and at every level, we lead with purpose, build bonds that matter, and we’re passionate about providing spectacular care.