Toronto/GTA Jobs

Job Title: Wildlife Hotline Operator and Educator
Organization: Toronto Wildlife Centre

Status: Full-time, Permanent
Location: Currently located in Downsview Park (North York) with plans to move to the Rouge National Urban Park (Scarborough), GTA

Compensation: $21.00 / hourly rate

About Toronto Wildlife Centre

Toronto Wildlife Centre (TWC) is a registered charity that provides rescue, medical care and rehabilitation to sick, injured and orphaned native wildlife as well as public education about wildlife issues. TWC is the busiest wildlife centre in Canada, admitting approximately 6,000 patients annually, representing more than 300 species of birds, mammals, reptiles, and amphibians. For more information, please visit our website: torontowildlifecentre.com.

Job Summary

Wildlife Hotline staff members are responsible for incoming/outgoing Wildlife Hotline calls, wildlife admissions, coordinating wildlife rescues, supervisory oversight and training of wildlife hotline volunteers, liaising with other TWC program areas and organizations, and assisting with education events as needed.

Duties and Responsibilities:

• Ensure incoming voicemail/online messages are entered into the database properly
• Assess wildlife situations and help callers resolve situations
• Update and maintain call records accurately with attention to detail
• Provide superior service and high-quality information to members of the public
• Coordinate pick-ups and rescues of sick, injured and orphaned wildlife
• Greet visitors at the front desk and create intakes for incoming wild patients
• Offer donation/merchandise options to people admitting wild patients and/or visitors as needed
• Ensure animal admissions are appropriate for TWC (e.g. wildlife that actually needs help, species is appropriate for care TWC can provide, not a domestic animal)
• Assist with ongoing development of Wildlife Hotline as requested by Education and Outreach Manager
• Assist with supervision and training of Wildlife Hotline volunteers
• Participate in year-end and ongoing Wildlife Hotline program evaluation
• Perform additional tasks as required that relate to the Hotline program
• Coordinate with Rescue staff to ensure timely, appropriate, and safe rescues of wildlife
• Work with Wildlife Rehabilitation Supervisors to ensure appropriate animal admissions
• Assist with public relations, media, fundraising, and administrative duties as needed
• Network with other wildlife rehabilitators and government bodies to keep current on issues relating to hotline
• Respond to inquiries from fellow animal organizations (e.g. Toronto Animal Services)

Qualifications

• Post secondary degree in related field
• Previous experience and/or training in conflict resolution/crisis management is an asset
• Demonstrated experience (2+ years) in customer service, call centre, or emergency services role
• Experience in using a database, and common online functions (e.g. Google, websites)
• Experience working with members of the public in customer service capacity
• Work or volunteer experience in a like organisation is an asset
• Fluency in a second language commonly spoken in the Greater Toronto Area is an asset

Competencies:

• Passion for Toronto Wildlife Centre’s mission with a genuine concern for and understanding of wildlife/environmental issues and the sensitive needs of working with wild patients
• Ability to professionally represent and support TWC’s goals, beliefs and policies to volunteers, the TWC team and others as needed
• Strong interpersonal skills; capable of working collaboratively within a team and across departments as needed
• Exceptional attention to detail, organization, logic and problem-solving skills
• Enjoys working with diverse people and be able to handle high pressure, stressful and/or emotional situations
• Ability to empathize with callers and adapt advice to each situation and individual
• Strong and efficient learner and willing to meet challenges of an ongoing training position
• Energetic, enthusiastic, positive and open-minded
• Able to multi-task and meet time sensitive demands
• Excellent computer and keyboarding skills, able to type 40wpm
• Excellent written and verbal English communication skills
• Able to work cooperatively with a diverse group of staff and volunteers

Physical Requirements:

• Requires the ability to spend extended periods sitting and using a computer keyboard
• This position requires the to ability receive and convey information via voice mail and computer screen
• Required to walk on concrete floors in the building and uneven ground outdoors occasionally

Working Conditions

• This is an in-office position; you will be required to work 4x10-hour or 5x8-hour shifts per week, depending on scheduling needs
• Overtime may be required during busy periods
• This position requires working a varied schedule including evenings, weekends and holidays
• This position involves dealing with members of the public in potentially stressful situations
• This position requires working near materials and animals that many trigger allergic reactions
• Fast-paced office/hospital environment, with equipment noise and the possibility of frequent interruptions ·

How to Apply

Send cover letter and resume to hr@torontowildlifecentre.com, with the subject line “Wildlife Hotline Operator and Educator”.

We would like to thank you for your interest in this position. Unfortunately, due to the anticipated number of candidates only those who qualify for an interview will be contacted. Thank you for your understanding.

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