CLIENT SERVICES REPRESENTATIVE, BC FAMILY RESIDENCE PROGRAM
Posted on January 1, 2017

Reports to the Manager, BC Family Residence Program

Who We Are:
Variety – the Children’s Charity raises funds and distributes grants throughout British Columbia to
inspire hope, enrich lives, and build a better future for our children who have special needs. Variety
helps by assisting families, communities and organizations throughout the province of British
Columbia by funding life-saving, life-changing and life-enriching support.

Summary of the Position:
The Client Services Representative will take calls and arrange accommodation for eligible families
with a child 18 years of age and younger who is receiving medical care at BC Children’s Hospital,
Sunny Hill Health Centre and BC Women’s Hospital and Health Neonatal Centre Neonatal Program.

Relationships:
Internal:

  • Daily collaboration with the Manager, BC Family Residence Program, Client Services
    Representative and designated Variety staff, Accounts Payable Supervisor and Assistant,
    Accounts Payable

External:

  • Contact with patient’s family, referral agents (may include Social Workers, Physicians, Nurses,
    Booking Clerks, Government Sources), Vendors and Service Providers.

Specific Accountabilities:

  • Responsible for 1-866 phone line and determine eligibility; follow up with referral agents and
    patient’s families to efficiently process accommodation requests for qualified families following
    internal procedures with the BCFRP policy
  • Respond to telephone inquiries regarding client eligibility for the program and refer all questions of
    policy and eligibility issues to the Manager, BC Family Residence Program. Assess each family on
    each visit in a case by case manner
  • Maintain complete and accurate data records for all applicants received and processed through
    GP. Ensure related documentation is properly distributed to Vendors and Service Providers on a
    timely basis
  • Assist in booking accommodations for families when needed. Assist in calling or emailing families
    with booking information for their accommodations
  • Create files for individual children and file their PO’s accordingly
  • Maintain, update all bookings at Easter Seal House; liaise with Easter Seal House on a weekly
    basis with regards to booked families
  • Make sure all information is current and update in order to provide accurate PO’s to our vendors

EDUCATION

  • Grade 12 Diploma

EXPERIENCE

  • Previous clerical administrative experience and familiarity with non-profit or social services sector
  • Previous experience related to call center data processing, fund allocation, needs assessment or
    non-profit service provision agency desirable
  • Experience in computer generated information, data entry and record maintenance, Outlook,
    Client Profile programs
  • Awareness of client confidentiality and privacy guidelines
  • Confident self-starter who can make decisions quickly in multitasked, client based service oriented
    environment
  • Requires self-management, sensitivity, relationship-building and effective organization skills

SKILLS

  • Ability to deal with the public and display tact and diplomacy at all times
  • Ability to prioritize daily work
  • Receptive to feedback and supervision
  • Ability to maintain a positive and responsible attitude in a fast-paced environment

TO APPLY
Variety – The Children’s Charity offers a competitive salary and benefits package. This is a full-time
position. Applicants should send a cover letter, resume and salary expectations via email by
January 5th 2016 to: linda.flack@variety.bc.ca. Please ensure that the subject line contains the
words “Representative, Client Services – BCFRP.

We thank all candidates for their interest, but wish to advise all respondents that only candidates
under consideration will be contacted.