VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.”
View more comments from our clients and their family members.
Pay Range
$22.96 – $27.12 /hour (Placement on salary range as per Collective Agreement)
The Emergency Response team is the primary contact for all urgent telephone calls made by PSWs, nurses and Rehabilitation Service Providers. The ERT provides coverage and support for TA and Coordination queues where needed; callers include clients, caregivers, funders, front line VHA staff and service providers, and VHA partners & subcontractors. The main functions of this role include telephone support, routine caller follow-up, handling of client complaints and emergency calls, routine service changes and updates, private and all other general inquiries, maintenance of the client database and communications with all VHA staff.
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Shift Information:
6:30am-9:30pm: Guaranteed 21 hours per week (Might be scheduled up to 35 hours per week)
Successful candidates must be available for rotating shifts, any day between Monday through Sunday including STAT holidays.
Mandatory Orientation
The incumbent must be available to attend a 2-week full-time in-person training starting on August 17, 2026, from 8:30am-4:30pm, excluding weekends.
Key Areas of Accountability:
VHA's Emergency Response Team Agent will have the following key areas of accountability, but not limited to:
Provides call answering, handling highly sensitive and confidential inquiries related to clients and healthcare providers, aiming for one call resolution
Responds to all urgent and routine telephone inquiries from the Clients, Caregivers, Community Partners, Funders, Personal Support Workers, Nurses, and Rehab Service Providers
Maintains client database in accordance with VHA’s IC&CC standardized procedures.
Works in collaboration with VHA’s Leadership Team to identify and streamline unusual or high call volume periods
Provide administrative assistance on projects as required and assigned
Required Qualifications:
Post secondary school education/training combined with practical experience. Medical terminology is an asset
Effective communicator with superior telephone skills and the ability to deal effectively and courteously with clients, funders and employees by demonstrating excellent customer service skills
Demonstrated ability to effectively deal with or diffuse caller conflicts and complaints, excellent listening skills
You are culturally competent, interacting effectively with diverse stakeholders with a wide range of communication skills, knowledge and understanding of the home care system
Must be able to communicate and document in an effective, timely and efficient matter with clients
Must have a proven track record of strong punctuality
Strong attention to detail and the ability to deal with multiple priorities is a requirement
You possess strong computer skills with proven speed and accuracy (50wpm) and have experience and a keen desire to learn and utilize new software/electronic applications
Satisfactory completion of technical skills testing is required (typing test, MS outlook, excel and word)
You are a strong team player and can work effectively under pressure, adhering to deadlines
You are comfortable working in a constantly shifting environment as VHA responds to changes in client needs and staff availability
Proven organizational and effective problem-solving skills are required
Demonstrated efforts to continuously develop and upgrade skills and achieve personal and organizational performance targets are required
Knowledge of GoldCare and the ability to converse in a second language is a definite asset
Experience and familiarity with Call Centre procedures is preferred
What makes VHA’s compensation unique?
Benefits and pension plan for permanent eligible employees
Compensation for education and professional development
VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career
Mentorship and peer support
Career development opportunities
Employee and family assistance program
Wellness resources
Perks & discounts
Staff & service provider events
Accommodation and VHA’s commitment to DEI
At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. If you require any accommodation, please let us know in advance as we are happy to comply.
How to Apply?
Our online application should take about 5 to 10 minutes to complete.
VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.
Thank you to everyone who applies. We will review applications as they are received. We’ll only be contacting those selected for further discussion.
In every role and at every level, we lead with purpose, build bonds that matter, and we’re passionate about providing spectacular care.
Founded in 1925, we’re a not-for-profit, charitable organization made up of over 3,000 diverse professionals-nurses, personal support workers, rehab therapists, home support workers, extreme cleaners, and office support staff.
Together, we provide high quality care, with great heart, to vulnerable populations in the communities we serve. This includes seniors, families, new parents, newborn babies, people with physical and mental disabilities, children with medically complex needs, and the terminally ill.
We provide service 24 hours a day, seven days a week to clients in their homes, in schools, in retirement homes and other locations in the community. In every role and at every level, we lead with purpose, build bonds that matter, and we’re passionate about providing spectacular care.
