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Field Support Service Specialist - California or Oregon Campus, USA

 Guide Dogs for the Blind

POSITION TITLE:   Field Service Support Specialist

DEPARTMENT:      Client Services

REPORTS TO:       Director of Client Services


POSITION SUMMARY:  The Field Service Support Specialist is responsible for providing a high level of service to clients through provision of a broad range of phone and field-based assistance to external and internal constituent groups.  This position provides professional advice including development of individualized assistance plans and recommendations in response to the widely varying circumstances and complexity of client needs.  This position is based on either the California or Oregon campus. 

 

POSITION ESSENTIAL FUNCTIONS:

Independently manage and provide a high level of service to clients through direct follow-up assistance. Conduct home visits, including home interviews, and assist clients with guide work problems dog care concerns, behavioral issues and access questions

Coordinate with designated Training Department and Field Service Managers to ensure timely completion of all follow-up requirements, home interviews, and emergent visits within the designated zone.

Conduct annual telephonic client follow-up and make recommendations with respect to scheduled visit., Engage in pre-trip planning, call campaigns or other special projects.

Manage or facilitate appropriate responses and communications in crisis situations, including Guide Dog abuse and neglect, lost and found program dogs, accidents, dog attacks, and client personal crises.

Represent GDB inside and outside the organization as required, supporting Outreach, the Alumni Association, Puppy Raising, and Development programs, including public relations and advocacy for constituents.

Conduct in-home training programs when appropriate.

Collaborate with Veterinary Financial Assistance personnel.

Provide advice and recommendations to potential applicants, including referrals to rehabilitation, O&M specialists or other professionals based on GDB policies and procedures.

Answer routine to complex questions from external constituents about the organization, its functions and programs or general issues related to the blind and visually impaired.  Identify and appropriately transfer calls requiring other GDB staff assistance.

Document all calls per Support Center protocol in a timely and appropriate manner, utilizing the appropriate database or other tools.

Undertake Support Center administrative duties as assigned.

Support GDB programs by providing assistance in the following areas as required: Apprentice education; client education pre through post class; local Outreach and Alumni events.

 

Maintain updated knowledge of dog and class training programs at GDB, and maintain relevant knowledge by participating in the following programs: observation of two week class training program as necessary to remain current, attend Client Services/Training educational seminars related to dog training and class programs; attend Field Staff retreats as appropriate.

 

Adhere to GDB safety policies and procedures and encourage others to do the same.  Promptly report incidents and accidents according to campus procedures.

POSITION ESSENTIAL REQUIREMENTS:

A minimum of four years’ experience as a Qualified Guide Dog Instructor,

 

A four year degree in a related field of study or an O&M degree is highly desirable.

Must be available for significant overnight travel – up to 25% of the time.

Must maintain a valid driver’s license and a satisfactory driving record that is insurable under GDB normal risk rates.

Ability to identify objective and subjective problems and situations, develop and communicate effective solutions in a timely manner.

Demonstrate excellent customer service and communication skills, including: crisis management, interviewing, conflict resolution, motivation, empathy, clarity of oral and written communication.

Ability to professionally represent the organization on the phone and in person. 

Ability to work independently and to collaborate with team members in local and remote locations.

Ability to work in a fast-paced environment.

Intermediate skills in Microsoft Office Suite, including Word Outlook, and database applications, internet based mapping and geographic information applications.

Self-starter with high level of initiative, follow-through, skilled at multi-tasking, attention to detail, organization and prioritization

Must be able to safely handle a variety of large breed dogs, weighing up to 90 pounds, with varying levels of strength and manageability.  Must be able to safely lift up to 40 pounds.  Employees are required to seek assistance when lifting dogs or objects weighing more than 40 pounds..

POSITION SPECIFICATIONS:

Full-time, non-exempt position.

Website: www.guidedogs.com 

Email: lfromm@guidedogs.com

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