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Call Response Agents (Customer Service Centre)


Toronto, ON, CANADA

Customer Service

Looking for more?


At VHA Home HealthCare, more is not just our commitment to clients, but to our incredible team of Staff.

Creating opportunities for more independence; it’s what people in the community rely on us for and what VHA Home HealthCare (VHA) has offered for 90 years. With over 2,600 health care professionals serving clients in eight Local Health Integration Networks (LHINs), VHA’s client and family -centered, community-based approach provides nursing, rehabilitation, personal support and home support services. Our caring, professional team offers spectacular care to Ontario seniors, families, adults and children living with disabilities or suffering from a chronic or terminal illness, helping them live life more independently, in comfort and with dignity.

We are currently seeking: Call Response Agents  (Customer Service Centre) 

Permanent Part-time (20 hours guaranteed with opportunity for more hours)

Shifts will be scheduled Monday-Friday 4pm-9:30pm with weekend rotation

You may be eligible to participate in the work from  home program after the probationary period

In this role you will provide call answering and administrative support to the CSC; primary contact for all telephone inquiries made by the clients, LHINs, Community Partners, Subcontractors, PSWs, nurses and Rehabilitation Service Providers. The main functions of this role include telephone support, routine caller follow up, handling of client complaints and emergency calls, routine service changes and updates, private and all other general inquiries, maintenance of the client data base and communications with all VHA staff.

Key Skills, Experience and Behaviors required for this position:

  • 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
  • Must have a proven track record of strong punctuality
  • 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
  • Satisfactory completion of technical skills testing is required (typing test, MS outlook, excel and word)
  • You are a strong team player and can work effectively under pressure, adhering to deadlines
  • 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 Gold Care and the ability to converse in a second language is a definite asset
  • Experience and familiarity with Call Centre procedures is preferred

How to Apply

Our online application will allow you to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits and working-environment fit, and should take about 10–15 minutes to complete. You can also get a copy of your personality assessment when you’re done by logging back into the tool after you complete your application.

VHA Home HealthCare is committed to creating an inclusive and diverse work environment. If you require any accommodation in the application process, please contact us with the “Need Help” button in the button in the application or contact us in advance.

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

VHA Home HealthCare is an Equal Opportunity Employer. VHA is committed to creating an inclusive and diverse work environment. If you require an accommodation, let us know in advance. Accredited with Exemplary Standing by Accreditation Canada. An RNAO Best Practice Spotlight Organization designate and;A founding member  agency of United Way Toronto.



About VHA Home HealthCare

With the help of 2,000 health care professionals, VHA Home HealthCare has been creating opportunities for more independence for 90 years. Serving clients in eight Local Health Integration Networks (LHINs), our client and family centered, community-based approach provides nursing, rehabilitation, personal support and home support services. Offering competitive pay, benefits, flexibility and career support, we're looking for compassionate health care professionals to join our team. Let's continue to provide spectacular care to Ontarians living with disabilities or suffering from a chronic or terminal illness, helping them live life more independently, in comfort and with dignity.

Visit the website

What it's like to work at VHA Home HealthCare

Supporting health care in Ontario

We are a not-for-profit organization providing 24/7, multi-lingual health care and support services to Ontarians of all ages and levels of need. At VHA, our culture is centered around our clients. We’re a community-oriented, compassionate team who believes in providing the best quality care.

Supporting independence

Our vision is that everyone receives community support and home health care when, where and how they want it, and our mission is to create possibilities for more independence. Our core belief is that care must be client-driven, collaborative and committed.

Supporting an enriching experience

In-home personal support and health care provide a unique and rewarding experience that you won’t find in a hospital. It’s a different kind of care, one that offers clients the extra support and attention they need, and gives you the opportunity to get to know them on a personal level.

A look inside VHA Home HealthCare

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Benefits & Perks

Supporting your needs

At VHA you can also look forward to:

Flexible work schedules Continuous learning Comprehensive benefits package for eligible staff Pension Plan
Supportive team environment Professional development activities Employee Assistance Program (EAP)
Supporting your career

You’ll have easy access to supervisors and other members of the team for support and guidance. We’ll also financially support your professional development and help you fit your courses into your schedule. Plus, you and your family can access free counselling and other programs through our EAP.

VHA Home HealthCare Testimonials

Prathipa Balendran
Over the past few months, I’ve learned the importance of having the knowledge, skills and judgement in providing competent and safe care to some of the most vulnerable clients–children. I definitely have to thank VHA for facilitating and supporting my growth as a paediatric nurse. I work with such a wonderful team!

Prathipa Balendran, Registered Nurse - VHA Home HealthCare

Emily Fern
Everyone has been very supportive of me as a new hire and it’s been great to have had so much help getting started. I’m really impressed with all the ongoing learning opportunities VHA provides.

Emily Fern, Occupational Therapist - VHA Home HealthCare

Hannah Mohan
I have really appreciated the support that VHA offers. As a new hire, they provided me with a mentor who has been incredibly helpful as I learn about working in this role.

Hannah Mohan, Occupational Therapist - VHA Home HealthCare

Tsimba (Tina) Vudisa
Every day when I go home I’m so happy because I know that I made the difference in people’s lives. When I’m working with them (clients), the way they’re happy, the way they thank me. I can say that I can make a smile in people’s lives. And each time I can see that, for me it’s so rewarding.

Tsimba (Tina) Vudisa, Personal Support Worker - VHA Home HealthCare

Call Response Agents (Customer Service Centre), VHA HOME HEALTHCARE., Toronto, ON, CANADA