Wildlife Hotline
The Wildlife Hotline volunteer role supports the vital work carried out at TWC through assisting the Wildlife Hotline team respond to thousands of calls concerning sick, injured, and orphaned wild animals during our busiest time of year. Volunteers help facilitate the rescue and care of these animals by guiding callers on how to provide appropriate help and by offering advice on resolving human-wildlife conflict situations. The role involves supporting Hotline staff in delivering timely, compassionate, and effective responses to protect and assist wildlife in need.
What You’ll Do
Under the guidance of the Hotline Shift Leader/Trainer and Senior Hotline staff, volunteers will:
- Ensure incoming voicemail/online messages are entered into the database properly.
- Assess wildlife situations over the phone and help callers resolve situations, particularly about baby wildlife situations.
- Update and maintain call records in TWC’s database accurately with attention to detail.
- Provide superior customer service and high-quality information to members of the public.
- Coordinate pick-ups and rescues of sick, injured and orphaned wildlife.
- Greet visitors at the front desk and create intakes for incoming wild patients.
- Engage with visitors to the centre in the viewing hallway and education area as well as speaking with visitors about our donation/merchandise options as needed.
Time Commitment
Hotline Volunteers are asked to commit to two scheduled shift of five hours per week from April to September. There are two possible shifts each day:
Morning: 9am to 2pm
Afternoon: 2pm – 7pm
Spring and summer are the busiest seasons at TWC and hotline staff rely heavily on volunteer assistance to stay on top of the high volume of calls received during this time. While we understand that time off is sometimes needed, we ask that you commit to no more than 4 missed shifts between the beginning of April and the end of September.
Training
Must be willing to complete an independent training plan and in-office training January through March (approximately 100 hours in total). Must be able to attend two group training days in late April or early May to be held on two consecutive Saturdays.
Requirements
- 18 years of age or older
- Speak and write English fluently
- Minimum 2 years of experience in customer service, call centre, or emergency services role
- Experience working with members in customer service capacity
- Excellent computer skills (ability to use a database, search engines, basic understanding of Microsoft Word and Excel), keyboarding skills and able to type 40wpm
- Comfortable working in a fast-paced office environment
- Up-to-date tetanus vaccination
- Non-profit volunteer experience is an asset
