SEIU Healthcare is a union of more than 68,000 members who are frontline healthcare workers in hospitals, long-term care facilities, and homecare agencies in communities throughout Ontario. We advocate with our members by launching progressive member driven programs, adapting best practices, and encouraging new and innovative ideas. We strive to create a society where workers are valued and rewarded for their work. As a result, thriving workers have a greater opportunity to participate and lead in building healthy communities. We provide a strong voice through collective bargaining, labour relations, and political action to ensure frontline workers are heard and respected when decisions about healthcare are being made.
We are looking for individuals with a desire to amplify the voice of workers. If you are passionate about labour and social justice, share our values, and want to work toward changing the lives of workers, then a career with SEIU Healthcare is for you!
For more information, visit www.seiuhealthcare.ca.
POSITION DESCRIPTION:
The successful applicant will promote the values, principles, and services of the SEIU by receiving and responding to general inquiries from members related to employment rights, events and union services. Provide accurate information and guidance to members, regarding their employment rights, Collective Agreements and applicable legislation, as well as general labour relations inquiries and grievance support.
The position holder will work in close coordination with Union Reps, Clerical Staff, Finance, management team, and others to refer and consult regarding member issues. This position is based in our Richmond Hill office.
DUTIES AND RESPONSIBILITIES:
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Provide quality customer service, professional and respectful communication, and meet key performance indicators for service levels and member satisfaction.
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Efficiently multitask and navigate multiple systems (CRM, ACD, etc.) while speaking with members and accurately documenting their concerns/inquiries and any/all direction provided.
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Answer member inquiries routed through an automatic call distributor system, providing information and servicing assistance to members and staff of the union.
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Provide information, service, and responses to basic labour relations inquiries from members by utilizing internal knowledge-based article system.
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Route inquiries to appropriate area and/or staff using the internal database system by creating a ticket (inquiry).
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Accurately and efficiently record details of member and non-member interactions in tickets and correctly tag issues for data collection and analysis.
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Register members to events using the internal database.
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Place outbound calls to members as needed, and to encourage activism, to support issues, actions, and events, and to maintain accurate member data.
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Complete registrations of members to programs and services offered by the union.
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Provide support and assistance to members in distress and refer such members to possible sources of support and counselling where appropriate.
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Deescalate calls while maintaining professional boundaries.
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Provide peer support for onboarding and orienting new/internal staff to the MSC.
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Meet established standards (quality of responses and written updates) and recommend process improvements.
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Other duties as assigned.
Education:
At SEIU Healthcare, we understand that the best people do not always have the same access to education, and while post-secondary education is always preferred, we want to make sure nothing stands in the way of finding the right person.
GENERAL REQUIREMENTS
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Minimum 1 year directly related experience, preferably in a labour union environment.
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Call centre/contact centre experience is essential.
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Experience as a union steward an asset.
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Experience as a SEIU member preferred.
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Strong knowledge of Microsoft Office Suite (including Excel and Word), financial reporting and/or database knowledge an asset.
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Proficient in other languages like French, Tagalog, and/or Mandarin is an asset
SKILLS & COMPETENCIES REQUIRED:
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Must be able to adapt, think quickly, and work in a fast-paced environment
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Strong interpersonal skills, excellent writing, and verbal skills
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Strong conflict resolution skills and the ability to deal with tense situations.
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Self-motivated and able to work independently with minimal supervision.
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Time management skills
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High tolerance personality
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Building and maintaining trust relationships with all stakeholders.
PHYSICAL DEMANDS/ WORKING CONDITIONS / ENVIRONMENT
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Office work may involve prolonged periods of sitting at a workstation and repetitive movements associated with such tasks.
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Repetitive tasks requiring sustained concentration in researching and responding to inquiries.
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Evening and weekend work may be required. Work hours will vary to meet operational needs.
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Dealing with different personalities and members in challenging situations.
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Using a computer for long periods of time
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Frequent use of the telephone
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Sustained use of headset
HOW TO APPLY
Written applications that detail your qualifications and experience should be submitted on our career portal.
Salary and other terms and conditions are in accordance with the field staff collective agreement. Please note that the Employer reserves the right to transfer or assign staff anywhere within the SEIU Local 1 Canada jurisdiction.
VACANCY DISCLOSURE
This posting is to fill an existing vacancy within SEIU Healthcare.
ARTIFICIAL INTELLIGENCE DISCLOSURE
Please note that SEIU Healthcare may use artificial intelligence (AI) tools to assist in screening, assessment, or selection of applicants for this position.
WHY SEIU HEALTHCARE?
At SEIU Healthcare, you will find a dynamic and inclusive environment where employees are valued and rewarded for their work. Here are a few things that set us apart:
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Inclusive workplace culture
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Excellent health, dental and insurance benefits to meet the diverse needs of our employees.
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Generous vacation and sick leave benefits, inclusive supplemental unemployment benefits
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Fully sponsored employer pension plan
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Investment in employee growth — personal and professional development options
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Working towards a common goal by making a real difference in the lives of people
SEIU Healthcare thanks all applicants for their interest. We are committed to diversity in our workplace and encourage applications from all visible minority groups, women, Aboriginal persons, persons with disabilities among other self-identified diverse groups. We also provide accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for a disability during any stage of the recruitment process, please notify Human Resources. Please note that only individuals who are selected for interviews will be contacted.
