WIRES has been rescuing and caring for native animals for over 35 years, our mission is to actively rehabilitate and preserve Australian wildlife. WIRES provides rescue advice, assisting tens of thousands of native animals and plays a major role in national community wildlife education with an extensive network of wildlife carers and rescuers also assisting the RSPCA, zoos, government departments and local councils.

WIRES are currently seeking casual and full-time staff.

What is a WIRES Rescue Office (WRO) Phone Coordinator?

WRO Phone Coordinators are responsible for dealing with all calls from the public to WIRES. Their responsibility is to assist members of the public with advice on wildlife issues and to access WIRES wildlife rescue services when appropriate. WRO Phone Coordinators actively engage with a network of volunteers and other agencies to facilitate the fastest and best solutions for sick, injured, and orphaned wildlife. Additionally, they play a key role in community education for all species of wildlife and a range of issues impacting them, and the environment. WRO Phone Coordinators help to manage a comprehensive animal database that records information on types of animals, injuries, fates and locations for rescue and release, resulting in faster animal rescues.

The successful candidate will receive comprehensive training that covers policies, animal identification and the option to complete the volunteer program, Rescue 101, and other species-specific courses.

What does your day as a WRO Phone Coordinator look like?

• Managing incoming and outgoing rescue calls
• Logging all call activities in the database system
• Escalating any issues for further troubleshooting until the problem is resolved
• Liaising with volunteers, partners and members
• Prioritise urgent jobs and escalate unresolved cases
• Resolve all rescue's efficiently implementing solutions

This is a varied role that requires a high level of customer service, whilst always prioritising animal welfare. You must work cooperatively and positively with a small team of rescue coordinators. All work is computer based in-office, with no allowance to work from home. You will need to have a level of computer literacy to use multiple platforms daily. You must always remain professional when speaking to members of the public, volunteers, veterinarians and relevant stakeholder organisations.

We're seeking:

• a team player with a positive mindset
  This is a fast-paced and sometimes stressful environment due to the nature of the calls we receive around injured, orphaned and distressed animals. Having a positive and supportive culture in the office is essential.
• computer literate
  All work is done on-site in the office via computer. There is no hands-on interaction with animals. You will need to learn how to use multiple systems such as our maps, CRM, communication apps, and more to log rescue information accurately in our record management system.
• comfortable and confident on the phone
  You will receive and make calls throughout your shift. You must be capable of answering inquiries, clarifying desired information, remaining professional at all times while efficiently managing your time.
• adaptable with critical thinking skills
  Every case is unique. You need to be a person who can understand the procedural requirements and work within those guides to resolve each situation effectively whilst multitasking and prioritising tasks in a fast-paced environment.
• emotionally intelligent
  We often deal with emotional situations. You need to show empathy and support for people experiencing emotional distress, whilst keeping on top of your own psychological safety. It is important to have coping mechanisms and the ability to process situations in a healthy way.
• reliable, punctual, dependable
  WIRES is a 24/7 operation, providing advice and assistance to animals any time of day or night, making it a unique service to the community. Having reliable, punctual and dependable team members ensures that we can continue to provide this service effectively.

To be successful you will:

• have excellent communication and critical thinking skills
• be able to multitask in a fast-paced environment whilst staying calm under pressure in emotional situations.
• be responsible, mature, punctual and reliable
• be computer literate with strong attention to detail
• have a minimum 1-3 years customer service or call centre experience
• ideally have a background in wildlife conservation, animal husbandry or welfare (not essential)

This position is in -office, no work from home available.

The Brookvale office is open 7 days a week, operating from 7.00am to 7.00pm.

Full-time and part-time employees would work between Monday – Friday (no weekend work) with some block out periods during peak season.

Casual employees would be expected to have availabilities across all days including weekends and public holidays.

Position available to start in August and September 2023.

If you are looking for a meaningful job and you have a passion for animal welfare, please click Apply Now to submit your application.