The Children’s Aid Society of London & Middlesex Looking for Customer Support Assistant at London, ON Full Time

J O B P R O F I L E

CUSTOMER SUPPORT ASSISTANT

SUMMARY
Core Competencies Reporting to the Supervisor, Facilities and Administrative
Services, the Customer Support Assistant oversees the

• I am Knowledgeable about Child Welfare distribution of incoming/outgoing correspondence,

Service and the Strategic Directives of the maintains the supply of office stationery and forms, and
Organization tracks care provider equipment.

• I am Strengths Based and Risk Aware
• I am Optimistic and Inspirational In addition, the Customer Support Assistant assists in ensuring that all community members receive a positive
• I am Customer Service Driven and welcoming introduction to the Children’s Aid Society of
• I am a Co-operative and Collaborative Team London and Middlesex (CASLM). This position performs a

Player wide range of reception and administrative support

• I am an Effective Communicator activities to facilitate quality service delivery to children, youth, and families, as well as community partners and
• I am Solution Focused and Action Oriented staff. With a focus on customer service, this position
• I am Intentionally Inviting demonstrates productivity, organization, and a high level of
• I am Continually Improving and Innovating responsiveness. This position is accountable for ensuring all services are carried out in a child and family-centered manner within an anti-oppressive framework.

In all activities, the Customer Support Assistant acts in accordance with the policies and practices of the

CASLM and all legal and government requirements.

DIMENSIONS
Department Corporate Services

Reporting Structure Supervisor: Facilities and Administrative Services

Hours of Work Core hours: 8:30 a.m. – 4:30 p.m. It is expected that this position be flexible in terms of hours of work to ensure service excellence and adherence to
Ministry standards.

ACCOUNTABILITIES

Perspective & Accountability

Department: Corporate Services Page 1-4
Job Profile: Customer Support Assistant
Date: February 2023

J O B P R O F I L E

Who We Serve Perspective

• We will deliver a child-centred service experience
• We will be consistent, clear, and accountable
• We will build trusting and win-win relationships
• We will build capacity with our partners

Internal Processes Perspective

• Efficient and Effective Systems
• Child-Centred Service Excellence
• Proactive Integration and Collaboration
• Intentional Communication and

Information Sharing

QUALIFICATIONS

• Successful completion of a high school diploma required
• Ability to keyboard and skills in Microsoft Word required
• Experience in reception and switchboard required
• Ability to navigate CASLM information systems (CARDEX, IFRS, and CPIN)
• Detail oriented
• Strong organizational skills
• Strong communication skills
• Ability to perform during periods of multiple demands
• Superior customer service skills with a focus on empowerment, respect, and collaboration
• Proven ability to work collaboratively across the agency
• Strong bias for action, ability to work independently and strong critical thinking and negotiating skills

AREAS OF FOCUS
Ethics, Values, and Integrity

• Provision of services in a manner consistent with CASLM values and philosophy
• Adherence to Service Model expectations and commitments

Knowledge and Skill

• Coordinate, process, and complete necessary administrative duties:

Department: Corporate Services Page 2-4
Job Profile: Customer Support Assistant
Date: February 2023

J O B P R O F I L E

• Photocopying, mailing and distribution of faxes
• Prepare and distribute correspondence professionally
• Maintain office supplies i. Maintain sufficient quantity of office supplies, paper and envelopes, as required. ii.

Maintain and order agency and Ministry forms, scratch pads and other supplies in stock room iii. Maintain supply of prepaid, self-addressed envelopes, agency letterhead and agency envelopes iv. To act as central “clearing” position for all ordering of supplies and forms v. Receive supplies/stock as required and ensure safe/efficient storage of same

• Maintain staff telephone extension lists
• Issue visitor passes
• Preparation and distribution of courier packages
• Complete outside courier bills
• Maintain the mailroom and reception area in a clean and safe manner
• Maintain and track distribution of foster parent equipment
• Develop and maintain a solid understanding of agency services and roles to ensure appropriate linkages are made
• Answer incoming calls and respond in a helpful, courteous, and accessible manner. Forward messages to appropriate staff in a timely and accurate manner
• Identify and report trends and potential system limitations, as well as potential solutions, related to administrative roles and functions
• Conduct all action and activities in accordance with the policies and practices of the CASLM and all legal requirements
• Always maintain confidentiality and display respect for children in care and their privacy
• Establish rapport and understanding with children, youth, and families from a variety of diverse backgrounds and cultures in a respectful manner
• Team Collaboration & Engagement

• Establish effective working relationships with colleagues
• Relate in a professional, purposeful, and transparent manner
• Collaboratively develop strategies to deliver, improve and evaluate services to stakeholders and employees
• Coverage for reception as required

Customer Service

Department: Corporate Services Page 3-4
Job Profile: Customer Support Assistant
Date: February 2023

J O B P R O F I L E

• Honour all the CASLM’s commitments to staff, children, youth, families, and community partners by providing helpful, courteous, accessible, responsive, and knowledgeable service
• Focus individualized attention resulting in consistent, high-level customer satisfaction
• Fully available to staff by being flexible with time and schedule to provide information and service
• Anticipate staff needs and quickly adapts solutions
• Help staff navigate systems with greater ease by explaining the services offered and the requirements to access services

Health and Safety

• Delivery of service is completed in a safe manner and exhibits good judgment and problem-solving skills.
• Ensure the Supervisor, Facilities and Administrative Services is apprised of any health and safety issues in the performance of their duties in a timely fashion.

Other

• Assist with mailroom, reception or switchboard duties as needed
• All other duties within the spirit, scope, and purpose of the job at management’s request https://myavanti.ca/Careers at CASLM to apply.

Department: Corporate Services Page 4-4
Job Profile: Customer Support Assistant
Date: February 2023

Job Type: Full-time

Salary: $38,247.61-$51,255.46 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program

Schedule:

• Monday to Friday

Education:

• Secondary School (required)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person