Program Support Agent

Program Support Agent
This position is available full-time.

DEPARTMENT OVERVIEW
The Alerts Management Centre (AMC) operates 24/7 and is the core of our monitoring program. The AMC is responsible for managing the flow of alerts generated by the GPS monitoring equipment. Shift Leads, Alerts Management Agents and Program Support Agents have communications with monitored individuals, sureties, police, probation and parole officers, and correctional institution staff.

PURPOSE OF THE ROLE
To relay clear and concise information to various stakeholders, including program requirements, procedural guidelines and technical support, while maintaining accurate and timely notes and data.

PRIMARY RESPONSIBILITIES EXPECTED OUTCOMES

• Respond to incoming calls from wearers, parole officers, police officers, sureties, and various stakeholders, in a timely and professional manner.
• Communicate with wearers, sureties or authorities by phone or email in a calm and professional manner.
• Provide help, information, guidance, and support as needed.
• Relay Information in a clear, concise and factual manner, while adhering to strict confidentiality and security policies.
• Stay abreast of all policies, procedures, and platforms adopted by Recovery Science.
• Demonstrate a deep understanding of the audience in which your messaging is directed, to ensure the context that is being delivered and can be easily processed.
• Interpret data and information to assess situations quickly and manage competing priorities.
• Assess if escalation is required and follow escalation procedures as required.
• Relay information and keep necessary parties informed of events, changes, or escalations regarding participants.
• Represent RSC’s core values in treating all individuals with respect.
• Maintain a strong understanding of policies and procedures to effectively collaborate or escalate calls as needed.
• Create accurate, concise, and clear notes for all interactions.
• Display a thorough ability to think critically to accurately assess a situation with the information available.

SKILLS AND EXPERIENCE

• Excellent communication skills with the ability to listen, ask questions effectively, and provide clear direction as needed.
• Ability to interpret data and apply and communicate policies and procedures.
• Strong critical thinking, decision-making, and problem-solving skills.
• Proven ability to multi-task and coordinate competing priorities.
• Prior dispatch or call center experience is considered an asset.
• Experience with the 3CX platform or multi-line system considered an asset.

SHIFT ROTATION REQUIREMENT

Recovery Science operates 24/7, and candidates must be available to work alternating shift schedules, including weekends and statutory holidays. Additionally, if your shift falls during the day, in-office attendance will be required.

SKILLS AND EXPERIENCE

• Proficient in computer software and computer-based telecommunications applications.
• Excellent communication skills with the ability to listen, ask questions effectively, and provide clear direction as needed.
• Ability to interpret data and apply and communicate policies and procedures.
• Strong critical thinking, decision-making, and problem-solving skills.
• Proven ability to multi-task and coordinate competing priorities.
• Prior dispatch or call center experience is considered an asset.
• Experience with the 3CX platform or multi-line system considered an asset.

EDUCATION REQUIREMENTS

• Knowledge of the Criminal Justice System and terminology are considered an asset.
• Knowledge or education in law or criminology considered an asset.

KEY COMPENTENCIES

• Thorough – Able to process detailed information effectively and consistently, while multi-tasking competing priorities.
• Respectful - Acknowledges others’ humanity, worth, and significance, managing thoughts, feelings, and actions in an effective manner.
• Decisive – Makes decisions and solves problems with confidence, using sound, inclusive reasoning, and judgement.
• Communicative - Provides and receives information in a clear, concise, and accurate manner that allows them to accomplish their objectives.
• Composed – Able to maintain self-composure and professional judgement, when confronted with conflict, stress, or urgent circumstances.

SALARY RATE

• Starting at $20/hour during the 3-month training and probation period, with a rate increase to $23.50 per hour upon successful completion of probation/training.