On-Call Support Specialist (Customer Service Associate – Night)
Serving Clients and Caregivers Across Nova Scotia

For over 20 years, Earth Angels Home Care has been a leading and trusted homecare service provider in Nova Scotia, known for its dynamic approach and commitment to exceptional client care through training and innovation. We are currently seeking dedicated and compassionate On-Call Support Specialists (Customer Service Associates – Night) to join our new provincial team supporting operations across Nova Scotia. Our mission is to empower seniors and others to maintain their independence in the comfort of their own homes within their communities.

Position Overview:

We are seeking reliable and compassionate On-Call Support Specialists (Customer Service Associates – Night) to provide after-hours support to our caregivers, clients, and families throughout Nova Scotia. In this crucial role, you will be responsible for providing immediate, high-quality support outside of regular business hours — including early mornings, evenings, nights, and weekends. Reporting to the Regional Director, you will ensure the safety, comfort, and well-being of our clients by coordinating urgent service needs and ensuring seamless communication between caregivers, clients, and office teams across all regions.

Responsibilities:

• Urgent Client & Caregiver Support:

• Serve as the first point of contact for all after-hours inquiries from clients and caregivers.

• Provide compassionate and efficient assistance via phone and email to address urgent issues, changes in care needs, or scheduling concerns.

• Resolve or escalate issues swiftly and appropriately, ensuring client safety and caregiver support.

• Offer reassurance, guidance, and empathy in emotionally sensitive situations.

• Service Coordination & Adjustment (After-Hours):

• Coordinate essential after-hours services for clients, including emergency coverage, schedule changes, and care plan adjustments.

• Communicate effectively with on-call caregivers to ensure service continuity when last-minute changes occur.

• Support the centralized scheduling team by assigning appropriate staff for urgent or unforeseen needs.

• Ensure timely follow-up on incomplete or adjusted schedules.

• Care Team Collaboration & Oversight (Off-Hours):

• Follow up with caregivers after new client assignments or first shifts as needed to ensure smooth transitions.

• Maintain awareness of Standard Operating Procedures (SOPs) and regulatory requirements to ensure compliance during after-hours operations.

• Communicate clearly with the daytime branch teams to provide full updates on overnight or weekend issues.

• Documentation & Communication:

• Maintain accurate and comprehensive on-call logs documenting all calls, actions taken, and follow-up required.

• Provide detailed reports of any urgent or unresolved matters to relevant branch managers or client care teams.

• Uphold confidentiality and professionalism in all interactions and documentation.

Qualifications:

• Excellent communication skills (both verbal and written) with a calm, compassionate, and professional manner.
• Strong critical thinking and decision-making abilities, especially under pressure.
• Experience in home care, healthcare, or crisis support (asset).
• Familiarity with scheduling or communication software (e.g., RingCentral, WellSky, Microsoft 365).
• Ability to work independently while collaborating as part of a remote, provincial team.
• Reliability and flexibility to work early mornings, evenings, nights, and weekends as scheduled.
• High school diploma or equivalent (required); post-secondary education in healthcare administration or related field (asset).
• Commitment to confidentiality, ethical conduct, and exceptional client service.

Job Type: Part-time, Contract (with the possibility of extension or permanent placement)
Expected Hours: Rotating early morning, evening, overnight, and weekend coverage
Pay: $16.50 +
Expected Start Date: ASAP