The Ottawa Paw Pantry is currently recruiting a compassionate volunteer to oversee incoming applications. This role will consist of reviewing applications in a timely manner, assessing applicant needs against approval criteria and organization capacity, and making final decisions regarding applicant eligibility.

The Client Intake Coordinator role is critical to the success of the organization and will work closely with the Client Relations Manager, Logistics Manager, and Managing Partners. The Client Relations team is often the first point of contact for new clients and contributes to the overall efficiency of the organization in a respectful manner, while increasing client satisfaction.

Time Commitment

The Ottawa Paw Pantry receives approximately 5-7 new applications each week, with each review taking approximately 30 minutes, including contact. The flow of work may vary week to week, but averages 2-3 hours a week.

Responsibilities

    • Improves the beneficiary experience by reviewing applications in a timely manner
    • Reviews incoming applications and application questions against approval criteria.
    • Responsible for following-up with incomplete applications to the best of their ability.
    • Manages the waitlist
    • Flags potential conflicts or problems to the Client Relations Manager and aids in finding solutions.
    • Contributes to the overall improvement of the application and approval process
    • Keeps detailed and accurate records of actions and discussions with clients and Community Partners
    • Communicates with the Logistics Manager and Client Relations Manager to determine if we have capacity for new clients to be approved

Requirements

    • Attention to detail
    • Access to phone and computer on a regular basis to communicate with incoming applicants
    • Experience in providing customer service support
    • Working knowledge of a smartphone and Google Docs preferred
    • Ability to think objectively and compassionately
    • Strong client-facing and communication skills
    • Tact and diplomacy, ability to assess and make decisions on the spot

Email volunteer@ottawapawpantry.ca with the position as the subject line, and tell us why you’d make a great Client Intake Coordinator.