Christmas Assistance Program Application Lead

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

Position Purpose summary:

The Christmas Assistance Program Application Lead will work in collaboration with their supervisor to oversee the online application process for Christmas assistance from The Salvation Army in London. They will be responsible for ensuring the process is as smooth as possible for all applicants and that guidelines are clear and consistently followed.

RESPONSIBILITIES:

General

• Complete all duties in accordance with the Standards and Policies and Procedures of The Salvation Army London Community Services.
• As required and as applicable, make suggestions that will improve efficiency, working conditions or procedures to the supervisor.
• Assist in the training, orientation and direction of volunteers, students and staff assisting with the Christmas Assistance Program (CAP) application process.
• Participate in regular staff meetings to review operational effectiveness, changes in policies and procedures, and in-service training.
• Have a strong understanding of all aspects of the online application process and be able to respond to questions and concerns from anyone assisting with CAP applications (staff, volunteers and students); troubleshooting all situations as required.
• In collaboration with the Executive Director, ensure well developed guidelines and scripts are in place to ensure consistent responses and data management.
• Ensure applications or other emails/calls regarding the application process are handled in a timely manner, prioritizing and assigning responsibilities throughout the day as required.
• Responsible to review duplicate list and ensure there is only one application and appointment per household. With input from the Executive Director this may be designated to an alternate who has a strong understanding of Link2Feed and can competently manage this responsibility.
• Run reports on a daily basis to monitor number of households who have applied and number of children 12 and under to ensure we do not go over maximum number of people we can assist.
• Monitor applications for anyone not on OW/ODSP or a senior (60+) and ensure follow-up with them to complete MEANS testing.
• Foster a welcoming and respectful experience for people applying for our Christmas Assistance Program.
• Research and create a list of other Christmas Assistance resources available in the community that can be shared with individuals/families who do not quality for our program.
• Network with community partners who participate in the London Holiday Toy and Food Collaboration.
• Ensure information received from London Holiday Toy and Food Collaboration partners is cross-referenced with our database, and any families who are found on our list and a community partners list are informed that they will not receive toys from TSA.
• Act as a greeter during distribution days and as a primary point of contact for people who attend the program without application, without appointment, or at the wrong time; determining if/when they can be served
• Manage online appointment schedule and create wait list if required.
• Promote Community Services and Corps programs to people accessing our services.
• As able, assist with other aspects of the Christmas Assistance Program.
• Maintain client files/ database/excel spreadsheets; ensure information entered into the database is accurate and complete
• Assist in the accurate collection and compilation of data in Lnk2Feed and statistics; the preparation and distribution of statistical and operational reports as required.

Health and Safety

• Understand and work in compliance with the Ontario Health and Safety Act (OHSA) and Regulations and abide by The Salvation Army's health and safety policies and procedures.
• Ensure that the measures and procedures prescribed (OHSA) are carried out in the workplace and that every reasonable precaution is taken for the protection of the worker and workplace.
• Identify and implement effective practices for risk management to ensure workplace safety, minimize liability, and uphold the reputation of The Salvation Army and Ministry Units.
• Ensure that equipment, materials, and protective devises as prescribed (OHSA) are provided and maintained in good condition.
• Ensure that proper procedures are followed in the event of a workplace injury or illness and that incident investigations are conducted as applicable.
• Perform other duties as required.

CRITICAL RELATIONSHIP MANAGEMENT

Internal:

• Supervisor, staff, volunteers from various Community Services Programs and Corps

External:

• Program participants, government agencies and local community support services and churches

MANAGERIAL/Technical Leadership RESPONSIBILITY:

• Reports directly to: Executive Director
• This role works independently within a team
• Direct reports for this role include up to 10 volunteers

WORKING CONDITIONS:

• The performance of the job requires the ability to lift/move 20 lbs., reach, bend, twist, and stoop frequently, work in a standing or sitting position for long periods, un-packing delivery vehicles, and computer keyboarding.
• Exposure to scents and fumes.
• May be exposed to disagreeable people including the occasional angry and/or abusive client/public, working with people from all walks of life and backgrounds.
• Will be required to wear Salvation Army branded clothing provided by the employer.

Normal work schedule – Will normally work 30 hours per week – Monday – Friday; 9am-3pm; up to 40 hours during actual operation of Christmas Assistance Program (December 8-24). The Supervisor will set the hours of work and work schedule as per operational requirements. Some flexibility will be required – evening and/or weekend work may be necessary.

The above responsibilities must be performed in keeping with The Salvation Army's Mission, Vision and Values, in a professional manner, upholding our code of conduct.

Qualifications:

Education, Qualifications and Certifications:

• Completion of a College Diploma in Social Services or Human Services or equivalent in a related field of study.
• Must provide an original copy of a Background Check with vulnerable sector screening that is satisfactory to The Salvation Army, in its sole discretion, is required. The screening is secured either through the national Canadian Police Information Centre (CPIC) or through a local police detachment.
• Will require screening through The Salvation Army Abuse Registry.

Required Experience and Knowledge:

• Prior experience with CNCT, Link2Feed and online application processes.
• Must have good command of the English language and fluent in Arabic or Spanish.
• Experience developing processes and guidelines
• Experience training/mentoring others
• Experience and demonstrated awareness and sensitivity to cultural and socioeconomic characteristics of the diverse population served, including people living in poverty, mental health, addictions and persons from diverse cultural backgrounds.
• Knowledge of community-based resources and experience networking with government (i.e., Ontario Works, ODSP) and social service agencies is required.

Skills and Capabilities:

• Demonstrated ability to develop and maintain successful working relationships with participants, colleagues (including volunteers and students) and community partners.
• Attention to detail, problem solving and analytical skills.
• Ability to plan, organize, prioritize.
• Demonstrated ability to work independently and participate as an active and responsible team member in a cooperative team environment.
• Proficient computer skills in all aspects of Microsoft Office.
• High standards of integrity; demonstrated ability to use sound judgment when making decisions and to problem solve complex cases, ensuring confidentiality and an ability to model the values of The Salvation Army.
• Ability to deal effectively with the public, government, business leaders and professionals. Respects and relies on a team approach in supporting the client.
• Client centered – Willingness to listen and learn from each client with compassion and dignity
• Organizational commitment – Understanding and ability to uphold the ethical and social norms of the organization. Communication – strong written, verbal, and interpersonal communications skills and empathetic listening skills.
• Ability and willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.

Compensation:

The target hiring range for this position is $21.23 to $22.24 with a maximum of $23.25.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email if you have a need for any accommodation and we will be pleased to discuss this with you.