Full-Time Seniors Abuse and Information Line (SAIL) Team Lead

Location: On-site (Vancouver Downtown) during training. Flexible work options after training; this position may be able to work from home subject to an approved remote work agreement.

Shift Schedule: Mondays to Fridays. Hours are from 9 am to 4:30 pm, depending on the needs of SAIL coverage.

Position Description:

Reporting to the Manager of Seniors Abuse and Information Line (SAIL) and Victim Services (VS), the successful candidate will be responsible for overseeing the day-to-day activities of SAIL and SAIL Intake Workers. The Team Lead provides operational support in the supervision of SAIL Intake Workers and contributes to and participates in program development. The Team Lead will also provide direct services on SAIL when required.

Key Duties and Responsibilities:

• Provides day-to-day supervision, mentoring, and support to SAIL Intake Workers, ensuring that program guidelines and policies are adhered to and clients receive appropriate support.
• Trains new SAIL staff on all aspects of service delivery.
• Helps refine training manuals and program guidelines.
• Provides direct feedback, education, and guidance to SAIL Intake Workers in the moment in areas such as staff communication strategies, conceptualization of caller’s concern(s), risk identification, safety planning, and procedural elements of service delivery.
• Troubleshoots issues with staff and escalates to SAIL/VS Manager when additional support is needed.
• Contributes to the administrative management of iCarol Contact Form System (including the resource database); coordinates support on iCarol; and participates in the development of updated contact form (to respond to trends and patterns of senior-related issues)
• In collaboration with the Manager of SAIL and Victim Services, coordinates the assignment and accurate completion of SAIL Intake Work.
• Contributes to SAIL Intake Workers’ performance evaluations by identifying staff strengths and performance concerns.
• Makes recommendations to the Manager of SAIL and VS regarding program needs and development, policy and procedure formulation, and program evaluation.
• Assists the Manager of SAIL and Victim Services in promoting public awareness, such as presentations at conferences and outreach events.
• Performs the duties of SAIL Intake Worker whenever needed.
• And any other appropriate duties as may be required by the Executive Director or the SAIL/VS Manager.

SAIL Intake Workers Duties – generally:

• Provide callers with information and assistance on elder abuse identification, response and prevention; including referrals to the legal and victim service programs of Seniors First BC and to external resources.
• Provide callers with emotional and practical support, including safety planning, to assist with the impacts elder abuse, neglect and self-neglect.
• Assess needs of callers to determine appropriate referrals, assisted referrals and/or need for additional supports and services and follow up calls.
• Document and maintain appropriate records and information for all calls received at SAIL and complete referral forms to the legal and victim services programs, as appropriate.
• Maintain positive working relationships with external agencies to facilitate coordination, minimize service duplication, and maximize effective referrals across agencies.

Qualifications:

• A University Degree or Diploma in a related field (Gerontology, Social Work, Criminology, or Psychology); an equivalent combination of education and experience may be considered.
• Minimum of four (4) years of paid experience supporting older adults or other vulnerable populations who have experienced violence, trauma, and/or abuse, in a telephone helpline or crisis support setting.
• Experience in one or more areas of crisis/trauma intervention, information and referral, anti-violence, or victim services.
• Demonstrate critical analytical skills in navigating complex situations, call handling, interviewing, and assessing caller’s needs over the phone.
• Empathy and confidence in supporting older adults, including the ability to remain calm under pressure and demonstrate diplomacy and tact.
• Ability to handle a high volume of inquiries and a multitude of varied or changing tasks.
• Ability to work independently, set priorities, and effectively allocate time and resources.
• Ability to research, assimilate, and organize relevant information, giving attention to detail.
• Strong coaching and mentoring skills; the ability to provide constructive and corrective feedback.
• Skilled at maintaining a positive attitude, inspiring team commitment, and fostering a collaborative work environment.
• Ability to work effectively with community service providers and other professionals and maintain good public relations.
• Excellent computer skills and experienced with Microsoft Suite (Office, PowerPoint, Excel, MS Teams) and Zoom.
• Ability to obtain and maintain a satisfactory Criminal Record Check in the vulnerability sector.

Preferred Qualification:

• Mentorship or supervisory experience in a team environment.
• Experience with iCarol System or a telephony system.
• Life-experience.
• Knowledge of issues affecting vulnerable adults, particularly abuse, neglect and self-neglect, including legislation, resources and services for seniors is an advantage.
• Ability to speak one or more languages, in addition to English.

Physical Requirements:

This position requires looking at a computer screen and wearing a headset for prolonged periods of time, and hearing details of abuse, violence, trauma, and/or violence.

Reports to: Manager of SAIL and Victim Services Program

To Apply: Please send resume and cover letter to: Human Resources, Seniors First BC Society humanresources@seniorsfirstbc.ca

Please include the text “SAIL Team Lead” in the subject line of your email and provide 2-3 dates and time ranges that you are available for an interview.

If there are any accommodation needs for you to participate equally in the hiring process, please let us know what type of accommodation is needed when you apply.

Closing date: The posting will remain open until 5 pm on February 27, 2026, or until a suitable candidate has been recruited.

We thank all applicants for taking interest and applying for this position. Only those offered an interview will be contacted. No phone calls or enquiries through social media, please.