Requirements
JOB DESCRIPTION
SERVICEMASTER RESTORE TORONTO NORTH - VAUGHAN
Please send resume to Steve Gregg at steve.gregg@svmrestore-torontonorthvaughan.ca
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Job Title:
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Emergency Mitigation Coordinator
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Division:
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Emergency
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Reports To:
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Operations Manager
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Original Date:
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December 1, 2020
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Number of Direct Reports:
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N/A
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Revision Date:
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JOB SUMMARY
Reporting to the Operations Manager, the Emergency Mitigation Coordinator will be responsible for coordinating the effective execution of all emergency division projects. Specifically, the incumbent will correspond with all staff involved in projects, monitor compliance with Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s) as well as all company procedures pertaining to the workflow of emergency related projects assigned. The Emergency Mitigation Coordinator will ultimately be responsible for finding efficiencies in work processes and supporting the operations department personnel to achieve the objectives determined by management.
DUTIES & RESPONSIBILITIES
The following is a list of the essential duties and responsibilities of this job. The tasks and the time spent performing each task may vary as business needs require. ServiceMaster Restore Markham maintains the right to modify job duties and responsibilities at its discretion.
Operations Management
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Receive and document all new claims including the initial call, gathering all pertinent information related to the claim and the client, assign a Project Manager to each claim, schedule the initial appointment with the client, schedule production with the Production Supervisor and the Contents Supervisor, follow-up on approvals with the handling adjuster or client and ensure the physical file has been provided to the Project Manager and/or the Project Manager Assistant
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Assist in creating and revising preliminary master schedules for production staff and detailing the sequence of work to be performed for new projects
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Manage cost and cycle time controls with emphasis on increased profits and proper allocation of resources for projects assigned
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Interface with project managers, project managers’ assistants, production staff, adjusters, owners, sub-contractors, and vendors to provide job specific information, discuss impact of work and resolution of problems
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Assist the Project Manager with creating working schedules for the purpose of estimating
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Review work requests for accuracy and clarity, which would include: clear scope of work, realistic completion date, proper lead times, correct equipment identification, proper charge number, proper authorization, and discuss details with the originator of the work order
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Actively contribute to finalizing the priority of work orders to determine necessary lead times and reduce any downtime
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Utilize the DASH software system to enter production projects
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Actively schedule and monitor the work done by the Emergency Field Supervisors and enter all schedule specific information into the scheduling program
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Review/administer monthly emergency production on-call rotation lists
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Provide management input regarding staff development and performance
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Assess and conduct production staff training
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Train ServiceMaster personnel and sub-contractors on Health & Safety policies and procedures
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Participate in weekly managers meetings with the Operations Manager
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Participate as an active member on the Join Health & Safety Committee
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Manage safety notifications and communication to the production staff
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Request purchase orders as needed
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Participate and coordinate weekly/monthly emergency department staff meetings
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Research and investigate new technologies (equipment, processes, products, etc.)
Vehicle Management
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Coordinate reporting and monitoring for emergency division vehicles
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Communicate company vehicle policies to all production staff
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Coordinate company vehicle inspections on a regular basis, and complete related documentation as per establish procedures
General
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Ensure compliance with health and safety and reporting requirements at the highest priority
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Maintain professional conduct and appearance in all client facing activities while ensuring company dress code is adhered to and enforced
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Manage collective and individual expectations to ensure they are met and resolve disputes and complaints, where possible
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Maintain a high level of customer satisfaction by providing exceptional service throughout the project to the key stakeholders (i.e. with the Property Owner, Insurance Adjuster, Insurance Company and or Corporate Client)
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Ensure high standards of workmanship and efficiency
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Establish positive rapport with clients when possible
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Adherence to all company workplace policies
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Perform other duties as may be required
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge skills and abilities required. Employees who do not possess the requirements for a job at the time of hire are expected to attain the skills, knowledge and abilities required within a specified period of time as agreed upon, in writing, with the Manager and/or Franchise Owner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Characteristic and Ability Requirements
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Results-oriented individual with the ability to interpret and effectively manage multiple and competing priorities and timelines
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Strong administrative, delegation, planning and leadership skills
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Highly effective negotiation, diplomatic and conflict resolutions skills
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Excellent facilitation of meetings, feedback sessions and briefings in order to create consensus among stakeholders
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Demonstrated ability to exercise necessary cost control measures
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Effectiveness in the areas of emergency safety and productivity
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Effective communication skills both written and verbal
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Ability to engage clients and deliver excellent service
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Thorough decision-making skills
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Highly organized, strong attention to detail and ability to multi-task
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Demonstrated sound work ethics
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Proven ability to build and maintain strong working relationships
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Flexible, adaptable and able to work effectively in a variety of settings and with shifting priorities and deadlines
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Operates with honestly and integrity with a genuine desire to make valuable contributions to the team
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Team player that fosters team-based learning
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Works well independently and in a team environment
Educational Requirements
Education Required: High School Diploma
Other Education/Certification/Training preferred: Diploma or Degree in Management Studies/Operations Management is preferred
Work Experience Requirements
Work experience required: Minimum three (3) years of managerial and/or supervisory experience
Job related experience required: Two years of managerial experience in cleaning and/or restoration services with be preferred
Technical Requirements
Equipment: n/a
Software: Knowledge and experience of MS Outlook, MS Word, MS Excel
Other: DASH Restore 365 is an asset
Competencies
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Accountability - sets standards of performance for self; assumes responsibility and accountability for successfully completing tasks; encourages others to take responsibility.
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Adaptability – treats new situations or changes as an opportunity for growth; focuses on the benefits of change; speaks positively about the change; modifies behaviour effectively and tries new approach without resistance.
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Builds Trust and Respect – treats people with dignity, respect, and fairness; listens to others and considers opinions and ideas; shares thoughts, feelings, and rationale for decisions made, operates with integrity.
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Customer Focus – effectively meets the needs of our customers; both internal and external, builds proactive relationships, takes responsibility for customer satisfaction.
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Manages Work – manages one’s time and resources to ensure work is completed effectively and efficiently; effectively allocates own time to completing tasks, while leveraging available resources; stays focused and prevents distractions from work completion.
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Problem Solving – develops solutions for work issues by examining root cause of issues, identifying cause and effect, and identifying potential solutions.
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Quality Standards – sets standards for excellence in work and procedures to achieve high quality, productivity, and efficiencies; checks processes and tasks to ensure high quality output; takes corrective action to correct problems or notifies others of quality issues.
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Safety Awareness - identifies safety issues/problems and informs the appropriate individual when issues arise; reports unsafe working conditions; makes recommendations for correcting safety and security concerns.
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Teamwork – contributes to building a positive team environment; supports successes, recognizes accomplishments; provides feedback; exhibits openness to others perspectives; balances responsibilities.
Physical Requirements
This position requires a low level of physical exertion. Moderate intensity of sensory effort is required.
Working Conditions
There is a low risk of exposure to adverse working conditions.
The majority of time will be split between site and office environments. The position can occasionally expect to handle tools and heavy equipment. Working outside of normal hours might be occasionally required to deal with emergencies.