About Toronto Wildlife Centre

Toronto Wildlife Centre is the only wildlife centre in the Greater Toronto Area and the busiest in Canada. Approximately 5,000 wild animals are admitted to the centre each year representing over 270 different species of wildlife.

Dedicated to the rehabilitation of sick, injured and orphaned wildlife, and to educating the public on wildlife-related issues; TWC was the first wildlife centre in Canada with a full veterinary hospital and is the only one with a dedicated Wildlife Rescue Program. Approximately 30,000 phone calls from the public are handled each year through TWC’s Wildlife Hotline.

As a registered charity, TWC relies primarily on donations from members of the public and like-minded organizations.Volunteers work in all areas of the centre from wildlife care to IT support.

Position Summary:

Wildlife Hotline Operators are responsible for incoming/outgoing Wildlife Hotline calls, wildlife admissions, assisting with the ongoing development of the Wildlife Hotline and Education program, as well as liaising with other TWC program areas and organizations as needed.

Duties and Responsibilities:

In accordance with organizational policies, main duties include but are not limited to:

Responsible for all aspects of incoming/outgoing Wildlife Hotline calls
Ensures incoming voice mails are recorded properly
Helps callers resolve situations
Ensures that wild animals involved in situations receive the attention they need
Updates and maintains Wildlife Hotline call records
Ensures excellence in public service; providing high quality information at all times
Responsible for wildlife admissions
Coordinates pick-ups and/or rescues of sick, injured or orphaned wildlife
Greets visitors at the front desk and admits incoming wild patients
Works with the fundraising team to increase public support by offering donation options to people admitting wild patients and/or visitors
Maintains accurate animal records and provides intake charts for Wildlife Rehabilitation Staff
Ensures animal admissions are appropriate for TWC e.g. wildlife that actually needs help, species is appropriate for care TWC can provide, not domestic, etc.
Assists with ongoing development of Wildlife Hotline and Education Program
Provides a positive, professional, and safe working environment at all times
Ensures that all work related to the Wildlife Hotline is completed professionally and in a timely fashion
Assists with supervision and training of Wildlife Hotline volunteers
Participates in year end and ongoing Wildlife Hotline Program evaluation
Assists with setting of Wildlife Hotline goals and strategic planning
Assists with developing Wildlife Hotline protocols, policies, and training materials as needed
Assists with/carries out education programs (especially for children)
Liaises with all other departments, ensuring effective communication and coordination of appropriate Wildlife Hotline related work between program areas
Coordinates with Rescue staff to ensure timely, appropriate, and safe rescues of wildlife and assists with coordinating releases
Works with Wildlife Rehabilitation Supervisors to ensure appropriate animal admissions e.g. is the animal appropriate, limits, etc.
Helps Volunteer Coordinator with recognition, meeting needs, and solving problems for Wildlife Hotline Volunteers
Assists with public relations, media, fundraising, and Wildlife Hotline related administrative duties as needed
Coordinates and networks with other organisations as needed
Networks with other wildlife rehabilitators, wildlife centres and organizations to keep current on issues relating to the Wildlife Hotline and as needs arise
Liaises with MNR, CWS and others about local conservation issues
Assists with keeping permits up to date and meeting reporting obligations with MNR and CWS
Other responsibilities as needs arise

Knowledge and Experience:

Preferred but not limited to:

Previous experience in conflict resolution/crisis management
Work or volunteer experience in a like organisation
Experience in environmental education
Experience working with the public
B.Sc. in Biology, Environmental Science or similar educational background

Skills and Abilities:

Excellent logic and problem solving skills
Must be able to handle high pressure/stressful situations
Proven ability to multi-task and meet time sensitive demands
Must enjoy working with people, be able to deal with difficult or upset people
Ability to empathize with callers and adapt advice to each situation and individual
Open-minded, adaptable, and able to evaluate own performance
Must be a strong and efficient learner
Must be willing to meet the challenges of being in a training position for up to 1 year
Excellent computer and keyboarding skills
Proven ability to work cooperatively with a diverse group of staff and volunteers
Must be energetic, enthusiastic, and positive
Exceptional attention to detail and organization skills
Excellent written and verbal English communication skill
Must have a genuine concern for, and an understanding of, wildlife issues
Strong natural history background ideally with a focus on Southern Ontario wildlife

Preference given to applications received on or before Friday, March 13th, 2015.

To Apply:

Please e-mail cover letter, resume and references to Julia Pietrus, Wildlife Hotline Department Head at:
hotlineapplication@torontowildlifecentre.com