Position Title: Staffing Coordinator

Hours: Monday – Thursday: 2:00 p.m. – 10:00 p.m., Sunday: 2:00 p.m. – 10:00 p.m.

Reports to: Director of Business Development

The Organization

Sentient HR aims to enrich lives through the power of connections. Sentient specializes in Supply Staffing, as well as temporary and full-time staff placements for childcare centres and private schools. Sentient currently operates in the Greater Toronto Area and Ottawa, serves over 500 centres and private schools, and employs over 500 childcare workers and RECEs. Our administrative staff actively seek opportunities to connect childcare centres to the right supply staff during times of need. Sentient can provide Supply Staff on the same day a request is made by using our user-friendly website, phone, e-mail, or text message. We are also able to provide staff for planned absences and full-time positions. We recruit passionate childcare workers and provide ongoing professional development to engage their growth mindset. Our culture is one which values trusted partnerships, enabling growth and the ability to excel and be fully engaged. We value integrity and focus on making a positive impact on our clients, supply staff, co-workers, and communities.

The Role

The role of the Staffing Coordinator is to be the primary contact to take client orders by phone, text messaging, e-mail and using our technology platform. The Staffing Coordinator is responsible for confirming all orders placed, providing timely updates on shift statuses, and confirming when shifts have been filled or lost.

The Staffing Coordinator must be responsible for responding to all client communications with thorough follow-up timelines. The timelines for following up through the various sources of contact by clients will be set by the Supervisor. If Client issues arise, the Staffing Coordinator is to note the concern and address it immediately, at the same time making management aware for follow-up. The role also includes administrative duties, which include but are not limited to filing, staff personnel file audits, and follow- up on missing timesheets.

Key Responsibilities

• Answering incoming phone calls, text messages, and e-mails.
• Responding to and confirming all requests made by clients within a predetermined time frame.
• Tracking voicemails daily.
• Inputting shifts.
• Inviting supply staff in priority
• Confirming with clients a status update on their shift request.
• Making clients aware when a shift may not be filled.
• Losing shifts when all opportunities have been exhausted and the client needs to make alternate arrangement.
• Working the shifts that remain on the dashboard that are unfilled for future dates.
• Addressing client concerns immediately and noting them on the Customer Service tracking sheet. Making management aware of the issue, so that follow-up plans may be made to contact the client.
• Reporting metrics (daily Key Performance Indicators).
• Taking responsibility and ownership of Customer Service and using the tracking sheet.
• Following up with staff who have not submitted their timesheets.
• Proposing and tracking Do Not Sends and Favourites by Clients.
• Tracking several administrative forms, including but not limited to daily staff audits.

Qualifications and Experience

• Post secondary education required, degree and or college diploma.
• Past experience as an ECE/RECE is an asset
• Previous experience in a similar role or a customer service role is required.

Skills, Knowledge, and Abilities

• Exceptional communication and interpersonal skills.
• Desire to go “above and beyond” to enrich lives.
• High achiever driven by retention goals, staff satisfaction and growing a business.
• Must be able to coach staff by using excellent behaviour guidance skills that include positive reinforcement, redirection strategies and co-regulation.
• Takes direction and feedback well and follows through with tasks requested by due dates set.
• Patience and a customer-centric view.
• The ability to communicate professionally, with a high competency in grammar and writing.
• Intermediate proficiency level in Word and Excel.
• A high degree of confidence in dealing with ambiguity.
• Flexibility – the role includes last-minute supply work in emergency situations, potentially weekly.
• Must have the ability to work independently, managing time and workload.
• Nimble in business; able to make recommendations to management to stay ahead of competition.
• Alignment with Foray/Sentient Charter and Values.

Sentient HR Services Inc. is committed to treating all people in a way that allows them to maintain their dignity and independence. Sentient HR Services believes in integration and equal opportunity and is committed to meeting the needs of persons with disabilities in a timely manner and will do so by identifying barriers to accessibility, removing barriers to accessibility and meeting accessibility standards in accordance with applicable laws of Ontario.