Contact Centre Representative

Temporary Full-Time 6-Months

Join Us in Supporting People, Strengthening Community

At Community Care Durham (CCD), coordinated networks of volunteers and inter-professional staff, working out of integrated community hubs and other locations, strive to enrich the well-being and quality of life for people wherever they choose to call home. As the largest community support services agency in Durham Region, CCD collaborates with its partners and the broader community to address community issues and support local citizens to achieve their goals to live independently.

Why Join CCD?

At CCD we offer purposeful work, as every role contributes to supporting people and strengthening communities in a supportive environment where compassion drives everything we do.

Reporting to the Manager, Client Contact Centre, the Contact Centre Representative acts as the first point of contact for clients seeking CCD services, providing information, initiating services, coordinating transportation and program access, while supporting clients with compassion and professionalism in alignment with CCD’s mission, vision, and values.

Responsibilities include but not limited to:

Client Service and Interaction:

- Handle a high volume of client calls for CCD services and provides exceptional customer service, demonstrating patience, empathy, and professionalism in all client interactions
- Maintain a strong understanding of all programs and services offered by Community Care Durham to respond effectively to client questions and direct them to appropriate services
- Initiate services for new and existing clients
- Enter Food Services orders into the scheduling software




- Support clients in setting up and updating pre-authorized payment arrangements
- Respond to client inquiries and provide accurate information about available CCD services
- Follow-up with clients to ensure their service needs are met

Scheduling Coordination:

- Schedule and coordinate both volunteer and paid van driver transportation services (including HAL & ATS) for clients in scheduling software, considering route logistics, time constraints, and client preferences
- Complete client confirmation and cancellation calls
- Coordinates with CCD programs, including Transportation, Food Services, Adult Day Program, and HAL/ATS programs to maintaining knowledge of client health statuses and van maximums to schedule appropriately

Documentation and Administrative Support:

- Accurately update client information in the Community Care Durham data base;
- Handles multiple tasks simultaneously, including phone inquiries, e-mail correspondence, data entry, and coordination with care providers
- Reviews call centre key performance indicators to maintain KPIs
- Monitor Transportation rides to stay within MSSA targets

Qualifications required:

- Proven experience in client service, preferably in a healthcare or community care setting;
- One (1) year of scheduling experience is an asset
- Strong knowledge of logistics, planning, and coordination,



particularly in transportation scheduling
- Excellent communication and interpersonal skills, with the ability to handle sensitive situations with empathy and professionalism
- Ability to multitask in a fast-paced environment while maintaining attention to detail
- Proficient in computer skills, including data entry, scheduling software, and Microsoft Office Suite
- Strong problem-solving skills and a proactive approach to managing client needs
- Ability to work both independently and as part of a team
- Knowledge of Community Care Durham’s programs and services (preferred but not required; training will be provided)
- Sensitivity to the needs of the vulnerable population with disabilities, including challenges in cognition
- Satisfactory police clearance
- Must work in a protected manner and promote the health and safety of all staff, volunteers, clients and the community as outlined within CCD policies

Compensation: Hourly base rate of $22.00; with an additional 5% in lieu of benefits, and 6% vacation pay

Work Location: Pickering & Whitby, ON

*Subject to change, CCD staff may be required to work anywhere throughout the Durham Region

Hours of Work: 8:30am – 4:30pm, from Monday to Friday

Vacancy Status: This posting is for an existing vacancy

Please apply in writing referencing posting #2026-60 outlining qualifications and experience by 4:00pm on

Wednesday October 28th, 2026, to

Human Resources, Community Care Durham email: [email protected]

Pay: $22.00 per hour

Expected hours: 35.0 per week

Benefits:

- Casual dress
- Employee assistance program
- On-site parking

Work Location: In person

📌 Contact Centre Representative (Whitby)
🏢 Community Care Durham
📍 Whitby