Team Assistant (SS&P) - Permanent Part-Time

About the Organization

VHA Home HealthCare is among Ontario’s major not-for-profit home care organizations, supported by a workforce of nearly 3,000 dedicated professionals. The team provides client-focused care across homes, schools, retirement homes, and other community-based settings. Staff often describe the work as meaningful, flexible, and supported by a collaborative regional network and home office resources.

Role Overview

The Team Assistant supports the Health Services Scheduling Coordination Team by keeping day-to-day scheduling operations running smoothly. The position involves managing incoming phone traffic, assisting with schedule-related updates, and helping ensure clear communication with clients, caregivers, staff, and other stakeholders.

Schedule and Pay

This is a permanent part-time role for 21 hours per week. The shift runs from 11:15 a.m. to 7:15 p.m., Monday through Sunday, with rotating weekends and stat holidays. The pay range is $22.96 to $27.14 per hour, with placement determined under the Collective Agreement.

Key Responsibilities

• Handle incoming emails and phone calls from staff and funders, including overflow calls and voicemail follow-up, and help resolve urgent issues.
• Provide support for same-day scheduling changes such as cancellations, rescheduling, and schedule checks.
• Track updates to patient programs, including discharges and service holds.
• Assist with call triage by directing inquiries to the proper escalation pathway.
• Help create and maintain patient records and databases in line with policies and standard procedures.
• Carry out additional administrative duties connected to client services.

Qualifications

• Completion of secondary school.
• At least 2 years of related work experience, or an equivalent background, ideally in a call centre environment.
• Strong computer literacy and familiarity with basic software systems.
• Clear communication abilities, especially phone etiquette and call handling.
• Ability to recognize caller frustration quickly and calm situations effectively.
• Skill in de-escalating complaints and difficult conversations.
• Good listening skills, patience, and professionalism under pressure.
• Experience managing a high volume of calls and inquiries.
• Additional training or experience in call resolution is considered an advantage.
• Ability to work a rotating schedule that includes evenings, weekends, and holidays.
• Knowledge of additional languages is an asset.

Benefits and Work Environment

• Benefits and pension coverage for eligible permanent employees.
• Support for education and professional development.
• Structured onboarding, orientation, and ongoing training.
• Mentorship and peer support.
• Career growth opportunities.
• Employee and family assistance program.
• Wellness resources.
• Perks and discounts.
• Staff and service-provider events.

Commitment to Inclusion

VHA is committed to equitable hiring, diversity, and inclusion. The organization reviews applicants through fair, merit-based recruitment practices and provides reasonable accommodation where needed. Candidates requiring accommodation are encouraged to share their needs in advance.

Application Process

The online application is designed to take about 5 to 10 minutes. Applications are reviewed as they are received, and only candidates selected for further discussion will be contacted. VHA is accredited with Exemplary Standing by Accreditation Canada, recognized as an RNAO Best Practice Spotlight Organization, and is a founding member agency of United Way Greater Toronto.

Work Values

Across all roles, VHA emphasizes purpose-driven work, strong relationships, and exceptional care.