Bilingual Coordinator Critical Incident Services - Overnight

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health.

As a global-leading health and well-being provider encompassing physical, mental and financial health TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Our Trauma Coordinators provide telephone intake services at a fast pace. Trauma Coordinators collect important and sensitive information about our customer’s needs, complete an initial assessment of request type and urgency, and coordinate the assignment of qualified service providers to provide intervention.

They must work quickly and carefully to meet our contractual service obligations with an acute level of accuracy. Our Coordinators juggle multiple urgent requests with multiple deadlines.

They must demonstrate great sensitivity, listening and are able to empathize and manage crisis situations skillfully and professionally.

Mandatory Qualifications :

• Equivalent college or post-secondary bachelor's degree or diploma in health sciences or social work (or another field related to human services);
• Fluently bilingual (French and English);
• Two (2) years of experience in the field of customer service, preferably in a social service or office environment.

Scheduling Commitment :

• This is a 1-year contract for an overnight position from 11 pm to 7 am, 7 days a week, 365 days a year. While coordinators work 5 days a week, their schedule is subject to change every 4 months.
• Flexibility to work any of the following shifts day, evening, weekends, & holidays, as assigned

Note : Shifts are assigned by role seniority

Core Skill Requirements :

• Strong verbal and written communication skills in French and English;
• Exceptional customer service skills, with polished empathy and de-escalation skills;
• Ability to work both autonomously, and share work closely with their team;
• Great attention to detail, excellent ability to multi-task at the same time and good decision-making skills;
• High level of resiliency amidst regular challenging situations;
• Positive, can-do attitude, embracing change as the Team pivots procedure to meet the changing needs of our Customers;
• Ability to manage crisis situations responsibly, professionally and intelligently.

What’s in for you?

Tragedy and crisis strike across the globe on a daily. This role allows you to be part of a Team prepared to provide support in response to these situations.

This role is fast-paced and challenging, but is also exciting, fulfilling and rewarding. In this role, you can log out at the end of your day knowing you made a very direct positive impact, helping others get support amidst life’s chaos.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer : In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and / or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates : if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and / or any leader(s) who will be part of the selection process.