[Nfbc-info] FW: Forwarded FYI - Help Wanted at GDB
Tina Thomas
judotina48kg at gmail.com
Sat Sep 28 16:12:04 UTC 2013
-----Original Message-----
From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Capt. Terry M.
Christensen
Sent: Saturday, September 28, 2013 4:58 AM
To: nagdu at nfbnet.org
Subject: [nagdu] Forwarded FYI - Help Wanted at GDB
*From:* Jennifer Isaac
*Sent:* Friday, September 27, 2013 9:29 AM
*To:* Kim Samco; Theresa Stern
*Subject:* Client Services Job Descriptions for re-posting
*Importance:* High****
** **
*POSITION DESCRIPTION *
*POSITION TITLE:* *Support Center Generalist*
*REPORTS TO:* Client Services Manager****
------------------------------
*POSITION SUMMARY*: The Support Center Generalist is responsible for
providing a broad range of phone-based support and service to graduates,
external and internal constituent groups, including potential applicants
and professional organizations. This includes advice, education and
advocacy to constituents utilizing available information tools and adhering
to call documenting procedures.****
*POSITION ESSENTIAL FUNCTIONS*:****
Provide extensive phone and computer based support to constituents in the
following areas as required: Admissions, Veterinary Financial Assistance,
graduate support, Development.****
Conduct potential applicant phone consultations. Make decisions on accepting
applications to our program based on qualifications relative to admission
requirements. Provide referral information as appropriate to
unqualified applicants. ****
Provide individualized service referral information and support to general
inquiry callers and potential applicants.****
Authorize Veterinary Financial Assistance for dogs in need, utilizing
established program guidelines.****
Answer routine to complex questions from external constituents about the
organization, its functions and programs utilizing the available information
tools on the GDB website, Sharepoint, shared access Word and Excel
documents, in print or other alternate formats.****
Identify calls requiring other GDB staff assistance, and provide caller
details to the responder ensuring an informed transfer, or enable a detailed
request for call return.****
Prompt and welcoming answer of phone calls, with rapid determination of the
nature of the call. Timely documentation of all calls per Center protocol,
utilizing the appropriate database tools. Communicate call details or
required actions to appropriate GDB staff via email per Center protocol. ***
*
Undertake outgoing call campaigns as assigned.****
Undertake clerical, administrative or other duties as assigned.****
Adhere to our organization's safety policies and procedures and encourage
others to do the same. Promptly report incidents and accidents according to
campus procedures.****
*POSITION ESSENTIAL REQUIREMENTS:*
At least two years' experience in an administrative or phone based support
position in an office environment.****
Excellent customer service and communication skills, including: crisis
management, interviewing, conflict resolution, motivation, empathy, clarity
of oral and written communication.****
Intermediate skills in Microsoft Office Suite, including Word, Excel, and
Access or other database applications, internet based mapping and geographic
information applications.****
Self-starter with a high level of initiative, follow-through, skilled at
multi-tasking, attention to detail, organization and prioritization.****
Ability to work independently and to collaborate with team members in local
and remote locations.****
Ability to work in a fast-paced environment.****
Ability to professionally represent the organization on the phone and in
person.****
Call center or administrative receptionist experience in a fast-paced
environment is highly desirable. ****
Bilingual (Spanish) expertise is desirable.****
High school diploma or equivalent.****
*POSITION SPECIFICATIONS:*****
Full-time, non-exempt position.****
*HOW TO APPLY:*
Apply online at our website - here's the link to the application form:
http://forms.guidedogs.com/JobApplicationForm.aspx****
Or send us your cover letter and resume by e-mail to *icareer at guidedogs.com
*
** **
_______________________________________________________****
** **
** **
*POSITION DESCRIPTION*
* *
*POSITION TITLE:* *Veterinary Financial Assistance (VFA) Program
Coordinator*****
*DEPARTMENT: *Client Services****
*REPORTS TO:* Client Services Manager and Director of Medicine &
Canine Operations****
------------------------------
*POSITION SUMMARY*: Under the supervision of the Director of Medicine &
Canine Operations the Coordinator is responsible for providing a high level
of service and support to graduates and veterinary clinics serving GDBs
canine population. This includes professional advice, education and advocacy
to constituents and outside veterinary teams. VFA Coordinators are
responsible for the implementation and roll-out of organizational programs
that involve the medical care of GDBs canine populations; financial
oversight of VFA funds, by ensuring proper use management of approvals in
accordance with program guidelines and budgets - including resolution of
trouble tickets, budget implementation and follow through. Additional:
database entry oversight for all outside veterinary information; responsible
for providing a broad range of phone-based assistance to external and
internal constituent groups including potential applicants and professional
organizations. ****
*POSITION ESSENTIAL FUNCTIONS*:****
Provide extensive phone and computer support to outside constituents by
ensuring that canine population receives the high quality care in a timely
manner.****
Manage relationships with outside veterinary care providers by continuously
enlist clinics as Program "Partners At Work" (PAWs Program). This includes
initiating communications with potential clinics and explanation of the
program. Successful enrollment of clinics into PAWs program as determined by
organizational/departmental goals. Establish PAWs relationship for all
outgoing teams as well as existing teams PAWs implementation and
maintenance.****
Authorize Veterinary Financial Assistance to dogs in need, utilizing the
program and guidance of the Director of Medicine and Canine Operations.****
Resolve outstanding trouble tickets in a timely and effective manner, by
investigating potential causes and making recommendations of payments to
accounting team. Communicate resolution and instructions to clinics and
constituents.****
Coordinate closely with internal veterinary staff and outside veterinary
providers in order to create a close support network for dogs and graduates.
****
Answer routine to complex questions from external constituents about the
organization, its functions and programs or general issues related to the
blind and visually impaired. Identify and appropriately hand off calls
requiring other GDB staff assistance.****
Documentation of all calls per Support Center's protocol in a timely and
appropriate manner, utilizing the appropriate database or other tools.****
Meet VFA budget guidelines by appropriately managing VFA approvals based on
needs assessment pertinent to each financial assistance inquire/request.****
Support GDB programs as assigned****
** **
Maintain updated knowledge of the dog and class training programs at GDB****
** **
Adhere to our organization's safety policies and procedures and encourage
others to do the same. Promptly report incidents and accidents according to
campus procedures.****
*POSITION ESSENTIAL REQUIREMENTS:*
At least two years' experience in an administrative or phone based support
position in an office environment.****
High school diploma or equivalent.****
Bilingual (Spanish) expertise is desirable.****
Call center or administrative receptionist experience in a fast-paced
environment is highly desirable. ****
Registered Veterinary Technician or equivalent highly desirable.****
Ability to identify objective and subjective problems and situations,
develop and communicate effective solutions in a timely manner.****
Excellent customer service and communication skills, including: crisis
management, interviewing, conflict resolution, motivation, empathy, clarity
of oral and written communication.****
Ability to professionally represent the organization on the phone and in
person. ****
Ability to work independently and to collaborate with team members in local
and remote locations.****
Ability to work in a fast-paced environment.****
Intermediate skills in Microsoft Office Suite, including Word, Excel, and
Access or other database applications, internet based mapping and geographic
information applications.****
Self-starter with high level of initiative, follow-through, skilled at
multi-tasking, attention to detail, organization and prioritization****
Excellent oral and written communication skills and pleasant phone manner.**
**
Self-starter with good initiative, follow-through, multi-tasking and
attention to detail skills.****
Ability to work independently and as a member of a team.****
*POSITION SPECIFICATIONS:*****
Full-time non-exempt position.****
*HOW TO APPLY:*
Apply online at our website - here's the link to the application form:
http://forms.guidedogs.com/JobApplicationForm.aspx****
Or send us your cover letter and resume by e-mail to *icareer at guidedogs.com
*
** **
** **
** **
** **
Jennifer Isaac****
Client Services Manager****
Guide Dogs for the Blind****
Toll-free: 1-800-295-4050, x.4146****
Direct: (415) 492-4146****
Email: jisaac at guidedogs.com****
**
--
Terry M. Christensen, Ph.D.
Zane Christensen, G.D.
3224 Farragut Court
Bensalem, PA 19020-1822
phys.hist at gmail.com
267-568-2195 (office)
503-522-9297 (cell)
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