About Nanaimo Lifeline

Nanaimo Lifeline provides wearable personal emergency response buttons to seniors and medically vulnerable individuals, as well as a secondary social call service. Nanaimo Lifeline is owned and operated by the Nanaimo & District Hospital Foundation, with proceeds supporting healthcare in the Nanaimo and Oceanside regions.

Position Summary

Reporting to the Executive Director of Nanaimo Lifeline and working closely with the Nanaimo Lifeline team, the Office Associate Area 2 provides front-line customer service and administrative support while coordinating volunteers and supporting client acquisition and retention. Our ideal candidate is compassionate, organized, dependable and comfortable working in a highly collaborative small team environment as well as independently. They can manage competing priorities while providing professional and empathetic service to seniors, family members, healthcare professionals, volunteers and other clients.

Duties

Office/Administrative

- Serve as a primary point of contact for clients, families, healthcare professionals and the public by phone, email and in person
- Respond to service inquiries, work orders and voicemail messages promptly and professionally
- Process client information, activations, cancellations and service changes accurately
- Maintain accurate client records, databases and physical files
- Perform Check In calls in accordance with assigned schedule
- Provide patient and empathetic telephone troubleshooting and escalate technical issues when required
- Receive, process and track returned Lifeline equipment
- Provide backup support to other team members during absences
- Process incoming and outgoing mail,



shipping and receiving
- Support with planning and executing volunteer/staff appreciation events
- Maintain adequate supplies, installation materials, forms and manuals
- Take on other duties appropriate to the position as required

Volunteer Coordination
- Coordinate volunteer schedules for assigned installations, work orders and other activities, communicating clearly and appreciatively with volunteers
- Prepare and assign equipment to volunteers
- Process client information and paperwork resulting from volunteer activities

Client Acquisition and Retention
- Support client acquisition through timely follow-up and skilled customer service
- Respond to prospective client inquiries and provide information about services
- Identify and recommend the service that best meets the client’s needs and budget
- Follow up on cancellation requests to understand the reason for cancellation and, where appropriate, identify opportunities to retain the client

Required Skills and Competencies
- Experience working in an office setting with administration or related training
- Highly organized with strong attention to detail and managing competing priorities
- Professional and presentable with excellent verbal and written communication skills




- Ability to problem solve independently and while working collaboratively with the team
- Strong customer service skills with a calm, compassionate and empathetic approach
- Adaptable, dependable and willing to learn/develop process efficiencies
- Comfortable working with seniors and medically vulnerable individuals

Required Qualifications/Experience
- Must provide a clean criminal record check for working with vulnerable populations
- High school diploma or equivalent
- Minimum two years’ recent, related experience in customer service, administrative, volunteer coordination or service-based experience, or an equivalent combination
- Senior level understanding of relational/equipment databases and Microsoft Office, particularly Excel and Outlook

Preferred Qualifications/Experience
- Experience coordinating volunteers or managing multiple schedules
- Experience in a sales, client acquisition or retention environment
- Experience in healthcare, social services or the non-profit sector

Please submit a resume and cover letter, including a minimum of two reliable references. Only candidates selected for further consideration will be contacted. Full information about benefits will be delivered by the Nanaimo & District Hospital Foundation upon position offer. Pay: $21.00-$22.00 per hour

Expected hours: 37.5 per week

Benefits

- Extended health care
- On-site parking
- Paid time off

Ability to commute/relocate:
- Nanaimo, BC V9T 4B5: reliably commute or plan to relocate before starting work (required)

Language:
- English (required)

Location:
- Nanaimo, BC V9T 4B5 (required)

Work Location: In person

📌 Nanaimo Lifeline - Office Associate Area 2
🏢 Nanaimo Lifeline
📍 Nanaimo