Job Description
The Canadian Red Cross (CRC), an iconic brand and one of the most inspirational not-for-profit organizations on this planet, is seeking an Officer, Inbox Management to join the team.
We are guided by our fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.
Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.
Working with the Manager, Program Administration (or designate), the Officer, Inbox Management will work closely with internal teams and will provide first contact response to applicants through email. The Officer, Inbox Management will use their strong communication and customer service skills to support organizations through the application and granting process. The incumbent thrive in a fast-paced work environment and ensure email communication is well coordinated across the program team.
In this role you will:
Responsibility 1: Inbox management
- Provide support to applicants by responding to email queries regarding the program guidelines, specific application questions, and system issues.
- Provide support to applications by phone as required based on the inquiry.
- Participate in Grant and Validation team meetings to provide and receive updates on trends and issues identified in the incoming correspondence and through assessments.
- Develop and maintain templated responses for general questions to ensure consistency in communications.
- Respond to incoming emails within defined service level agreement timeframes.
- Organize/file/tag emails for easy searching for reference and record keeping.
- Maintain case notes for project-specific emails.
Responsibility 2: Program support
- Contribute to the maintenance of well-organized and documented project files
- Where appropriate, actively participate in internal and external coordination meetings to support the application process and ensure alignment with program intentions and CRC work.
- Contribute to and support linkages between program teams to identify opportunities or concerns with cross-sector projects and to build on collaborative efforts.
- Identify issues and trends through communications, both internal and external, and discuss with leadership to inform program decisions.
- Recognize and prioritize issues that require immediate escalation for management attention.
- Track and follow up on open issues to make sure no applicants/organizations/issues are left unresolved.
Responsibility 3: Continuous improvement
- Contribute to the documentation of program practices, internal tools, and resources.
- Provide regular input and ideas that will contribute to continuous improvement of program processes.
- Gather program and/or project feedback and analyze information that will contribute to further developing grant methodology and tools.
What we are looking for:
- Completion of post-secondary education in administration, business processes, communication or a related field is an asset.
- Minimum 5+ years’ experience in an administrative role or in an equivalent capacity.
- Experience supporting high volume programs is an asset.
- Experience with grants and funding programs and specifically the intake/application review process is an asset.
- Excellent verbal and written communication skills to read, write and deliver services in English and French; additional languages are an asset.
- Ability to read, comprehend, interpret, and apply program guidelines.
- Problem solving approach that generates pragmatic solutions, anticipates impact of the decision on others and demonstrates ability to involve others appropriately in managing problems.
- Ability to search for and succinctly synthesize information from multiple sources.
- Well-developed interpersonal skills and a strong sense of customer service.
- Experience working in high pressure situations with short timelines.
- Ability to adapt to shifting priorities, demands and timelines in a changing environment.
- Ability to effectively prioritize, organize and execute tasks in a high-pressure environment.
- Excellent knowledge of the Microsoft Office suite and virtual meeting software; knowledge of grant management software an asset.
Working conditions
- The work will be performed remotely from home.
- If driving for CRC business; a valid driver’s license and a satisfactory drivers’ abstract will be required.
- Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
- If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
- Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground).
NOTE: Applications will be reviewed on a rolling basis and candidates are encouraged to apply as soon as possible.
