ACCESS - Intake Agent for ACCESS

  • Edmonton
  • Ismaili Volunteers (IV) Edmonton
  • Listing expires on Monday, 12 April 2021 at 00:11 (UTC)
About the Program
The ACCESS team supports the Jamat by ensuring they are connected to the many services the Institutions provide. Each region’s ACCESS line is manned by Intake Agents who are a friendly and compassionate voice on the other side of the call. This is a great opportunity to participate in seva remotely - from the comfort of your own home.
About the Role
  1. Abide by the Code of Ethics and be well versed with the Empathy Statements.
  2. Be attentive and answer calls in a reasonable amount of time.
  3. Follow the script and process flow.
  4. Ensure no Murid is turned away and that support is provided.
  5. Understand the escalation process for a Caller in Crisis.
  6. Be well-versed with the Knowledge Base and aware of the FAQs available as resources to answer questions.
  7. Have a good understanding of the services and support offered by each Board and Portfolio.
  8. Fill out ticket details thoroughly and thoughtfully.
  9. Appropriately document details of calls.
  10. Comfortable in requesting guidance when unsure about a situation.
  11. Attend trainings and meetings. 
Please note: this position has a minimum 12-month time commitment
About You
  • Exceptional telephone etiquette 
  • Proficient with technology and computer aptitude
  • Able to learn new software and applications quickly
  • Demonstrates high level of discretion, transparency, sensitivity, empathy, and compassion in dealing with Murids
  • Ability to remain calm and adapt to last minute changes
  • Able to work well under pressure 
  • Excellent customer-service skills 
  • Superior listening, verbal, and written communication skills
  • Ability to maintain a positive demeanor and foster team spirit
  • Ability to work in fast-paced environments 
  • Upbeat and positive attitude 
  • English along with a second language would be an asset, e.g., Gujarati, Farsi, Urdu

Time Commitment
  • 7 days/week
  • On-going position starting immediately


If you are not part of an Ismaili family or prefer not to identify, feel free to leave this blank.

Tell us why you'd be a good fit for this role! You can also share any questions, comments, or concerns with us right here.

OpportunitiesToServe respects your privacy and is committed to protecting your personal information. Any personal information voluntarily submitted to OpportunitiesToServe signifies your desire to receive community‐related information and also to be contacted by the community institutions. Other than the collection, use and disclosure of your personal information to the Ismaili Institutions and its volunteers for the purposes of contacting you and/or considering you for potential volunteer positions within the community, we will not use or disclose your personal information without your express consent.

His Highness Prince Aga Khan Shia Imami Ismaili Council for Canada
The Ismaili Centre
49 Wynford Drive
Toronto, Ontario M3C 1K1
Tel: +1 (416) 646-6965