Call Centre Administrative Coordinator (Open Until Filled)

Do you have a gift for building rapport in highly emotional situations?
Are you looking for an opportunity to grow your skills?

Would you thrive in a fast-paced team environment where the details matter?


Family Services Employee Assistance Program (FSEAP) provides clinical counselling services to
employees of client organizations who may be experiencing problems in their personal, family, or work
lives. In addition, the program provides a variety of organizational services to its corporate clients,
including workplace consulting and training, and critical incident stress management responses. As a
social enterprise OF Family Services of Greater Vancouver (FSGV), FSEAP is a fee-generating business,
with all of its profits going to support the larger work of FSGV and the Greater Vancouver community.
As a call centre administrative coordinator you will provide admin support to our care center
counsellors and interact and support clients in vulnerable situations. As part of our first point of
contact team, you will be primarily responsible for administrative support and client follow-ups to
ensure timely responses to administrative processes of the Care Centre (Counselling/Crisis Line and
Service Intake Centre). As part of the Care Centre team, which consists of Masters Level Counsellors,
this role will encompass returning client messages about scheduling and counsellors fit; contact with
affiliates regarding referrals; following up with service requests, contacting clients about services,
referrals, and service questionnaires, and other administrative tasks. Secondary duties may be given
to help with overall program admin as well. The role involves intensive data entry and collaboration
with FSEAP Care Centre Counsellors, and other FSEAP employees, in particular Clinical Managers,
Account Managers and Affiliate Manager. The role requires the ability to manage telephonic client and
affiliate contact along with detailed data entry, in a mental health service environment. You are a clear,
skillful, and compassionate communicator with well developed boundaries and time management
 Previous experience in customer support, administration and people helping roles
 Knowledge of mental health presentation and how this impacts communication and client needs
Experience with phone answering, appointment booking, and public interaction where tact,
empathy and professionalism are valued
 Demonstrated ability to multi-task and quickly learn unique services and systems of a company
 Entering data and scanning and attaching documents in a client management database requiring
superior level of attention to detail and consistency on a multi-user database

 Proven ability to design and type documents and use spreadsheets
 Mid to high level of competency using MS Office applications (Outlook, Word, Excel)
 Strong sense of idealism and desire to give back to the community
 Strong communication ability
 Ability to work independently and as part of a close knit team
 Good sense of humour and ability to have fun while working
 Minimum Bachelor degree in Psychology or related field, with 1-2 years related experience, or an
equivalent combination of education, training and experience
 Successful completion of criminal record check
 Commitment to Excellence: Identifies and prioritize tasks, develop and implement plans
ensuring optimal use of resources, evaluates and documents outcomes, and adjusts activities in
order to meet or exceed expectations.
 Technological Competence and attention to detail. Effectively utilizes appropriate
technology to manage information, maintain records and communicate with clients, colleagues
and community partners.
 Personal Effectiveness: Maintains effectiveness in the face of stress, change and challenging
situations, demonstrating both adaptability and a commitment to learning. Is aware of own
assumptions, values, principles, strengths and limitations and acts consistently with integrity
and in alignment with relevant ethical guidelines. Appropriately manage one’s own emotions
and strong feelings; maintain a calm and tactful composure under a broad range of challenging
circumstances; and think clearly and stay focused under pressure.
 Collaborative Communication: Works collaboratively with others to achieve common goals
and positive results. Builds rapport and maintains relationships based on mutual respect and
trust, appropriate sensitivity and transparency, empathy, and compassion with clients,
colleagues, professional associates and the greater community. Encompasses skills of tact,
diplomacy, and cultural sensitivity in all encounters with others.
FSEAP offers purposeful careers, serving the most vulnerable members of our community. This role
offers you the opportunity to make a positive impact in our community.
FSEAP supports career development and training for staff to reach their potential, offering mentorship
and professional advancement in a supportive environment. We recognize the importance of work-life
balance, wellness and a safe, inclusive and welcoming workplace that values diversity and respect for all.
Hours: Full-time, 35 hours per week, Monday to Friday
Salary: GS6 Step 1 $1,412.60 bi-weekly
Location: Work in the culturally vibrant Vancouver neighbourhood of Commercial Drive & East Broadway

If this describes you, please send us your resume and cover letter (indicating the competition number
# 21-18 in email subject line). Tell us where you heard of this opportunity, outlining your interest and
demonstrating your relevant experience for this role in your cover letter.
FSGV is an equal opportunity employer. If you require a disability-related accommodation in order to
participate in the recruitment process, please email your contact information to for
Send your application to: Lyndsay Sieger, FSEAP Clinical Manager at
Post End Date: Open until filled
Only short listed candidates will be contacted for interviews. Thank you for your interest.
FSGV is committed to the principles of diversity. We encourage applications from qualified people of all
genders expressions and identities, sexual orientations, visible minorities, Indigenous persons and
persons with disabilities.