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Intake Operator

Requisition ID: 193271 

Position Number: 20029944

Posting End Date: January 20, 2021

City: Winnipeg

Site: Misericordia Health Centre

Department / Unit: After Hours Central Intake 

Job Stream: Non-Clinical 

Union: IUOE/OEM 987D

Anticipated Start Date: 01/27/2021 

FTE: 0.30 

Anticipated Shift: Evenings;Weekends 

Daily Hours Worked: 7.50

Annual Base Hours: 1950

Salary: $22.807, $23.491, $24.196, $24.922, $25.669, $26.450


Grow your career in the Winnipeg Health Region! Our team provides a spectrum of health care services through an integrated network of sites, services and organizations. We’re united by a shared commitment to excellent and equitable health care.

Position Overview

Functioning as a member of the Provincial Health Contact Centre Team, the Intake Operator provides a single point of contact to clients and service providers, recording, receiving and processing incoming requests for assistance and making referrals in accordance with established procedures. The Intake Operator is required to communicate information to other internal and external agencies, to assist with situation resolution according to defined protocols.  Interactions will be performed accurately and consistently while maintaining a friendly, customer focussed environment.


  • A minimum of two (2) year’s related experience in a Contact Centre Environment with a strong emphasis on customer service is required.
  • Previous experience in health care would be an asset.
  • Experience with e-mail and computerized scheduling is required.

Education (Degree/Diploma/Certificate)

  • Grade 12 required.  Business Administration Diploma or two (2) years towards a University degree required.
  • It is recommended that, at minimum, staff possess the Family & Friends category of training.

Qualifications and Skills

  • Accurate, effective communication in English is required.
  • Typing speed of 30 wpm.
  • French language skills an asset.
  • Extensive computerized system(s) proficiency preferably operating in a decision-support environment, with knowledge and experience using Microsoft Office.
  • A good working knowledge of community resources supporting health and social services would be an asset.
  • Works within the Centre’s core values, philosophy, vision, C.Q.I. goals, policies and procedures. 
  • Strict adherence to the maintenance of effective call control and customer management strategies, including working within defined protocols, practices and procedures, escalate, proper and appropriate call coding.
  • Work effectively as a team member.
  • Good organizational skills.
  • Effective oral and written communication and interpersonal skills are essential.
  • Crisis intervention skills.
  • Assumes responsibility for ongoing education and participates in professional activities for personal and professional growth.

Physical Requirements

  • Physical health to meet the requirements of the position. 
  • Position is fast-paced, high stress, rapidly changing environment, where customer service is part of the business and crisis situations occur.

The Collective Agreement this position is covered under, is identified by the Union noted above.  As a result of The Health Sector Bargaining Unit Review Act, the bargaining agent for this position may differ from the Union identified.  In the event you have any questions, please contact your site Human Resources Department.


This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.


Please note that an employee is not permitted to hold two or more positions across the WRHA legal entity that combine to equal more than 1.0 EFT. The WRHA legal entity includes Churchill Health Centre, Deer Lodge Centre, Grace Hospital, Middlechurch Home of Winnipeg, Pan Am Clinic, River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health services.


Interviewed candidates may be called upon to participate in a skills assessment.


Any application received after the closing time will not be included in the competition.

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