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Position Title: Wildlife Hotline Operator and Educator
Organization: Toronto Wildlife Centre (TWC)

Location: Currently TWC’s main location is in Downsview Park;
TWC will be moving to a new location in Rouge Park in the future.

Status: Permanent, Full-time

Reports to: Education & Outreach Manager

Compensation: Starting salary of $33,000 commensurate with experience

About Toronto Wildlife Centre

Toronto Wildlife Centre (TWC) is the busiest wildlife centre in Canada. Approximately 5,000 wild animals are admitted each year from over 270 different species. We are dedicated to the rehabilitation of sick, injured and orphaned wildlife, and to educating the public on wildlife-related issues. Approximately 30,000 phone calls from the public are handled each year through TWC’s Wildlife Hotline.

Position Summary:

Wildlife Hotline staff members are responsible for incoming/outgoing Wildlife Hotline calls, wildlife admissions, coordinating wildlife rescues, liaising with other TWC program areas and organizations as needed, and the delivery of educational presentations to school and community groups .

Duties and Responsibilities:

In accordance with organizational policies, main duties include but are not limited to:

Handling all aspects of incoming/outgoing hotline calls

  • Ensure incoming voicemail/online messages are recorded properly
  • Assess 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

Provide front line services for wildlife admissions and visitors to the centre

  • Greets visitors at the front desk and create intakes for incoming wild patients
  • Offer donation/merchandise options to people admitting wild patients and/or visitors
  • 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 an dEducation Program

  • Assist with supervision and training of Wildlife Hotline volunteers and new staff
  • Participate in year end and ongoing Wildlife Hotline program evaluation
  • Perform additional tasks as required that relate to the hotline or education program

Liaise with other departments and organizations, ensuring effective communication and coordination

  • Coordinate with Rescue staff to ensure timely, appropriate, and safe rescues of wildlife
  • Work with Wildlife Rehabilitation Supervisors to ensure appropriate animal admissions
  • Help Volunteer Coordinator with recognition and problem solving for hotline volunteers
  • 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

Delivery of educational presentations to school and community groups

  • Learn pre-prepared interactive powerpoint presentations for children, youth and adults
  • Assist in the preparations of presentations/activities as needed
  • Attend community events to set up TWC booth and engage members of the public

Required Experience and Qualifications:

  • Hold a genuine concern for the welfare of wild animals
  • Exceptional attention to detail, organization, logic and problem-solving skills
  • Enjoy 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
  • Experienced in using a database, and common online functions (e.g. Google, websites)
  • Proven ability to multi-task and meet time sensitive demands
  • Experience working with members of the public
  • Excellent computer and keyboarding skills, able to type 40wpm
  • Excellent written and verbal English communication skills
  • Proven ability to work cooperatively with a diverse group of staff and volunteers
  • Possess a valid driver’s license


  • Previous experience in conflict resolution/crisis management
  • Work or volunteer experience in a like organisation and/or customer service
  • Degree/diploma in Biology, Environmental Science, Environmental Studies, Education or similar background
  • Strong natural history background ideally with a focus on Southern Ontario wildlife
  • Training, certification or equivalent experience related to delivery of curriculum-linked education and/or environmental education programming
  • Fluency in a second language commonly spoken in the Greater Toronto Area

To Apply: please e-mail cover letter and resume to and include Wildlife Hotline in the subject line.

Due to the anticipation of a high number of applications only candidates who qualify for an interview will be contacted.

When applying, please indicate that you saw this posting at

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Current status: Open/apply now.   Date posted: Sep 14 2018    ID: 48384