Applicant and Client Care Specialist - Burnaby | Applications Open

About the Position

We are seeking someone to fill the role of Applicant and Client Care Specialist (37.5 hrs./week). Reporting to the Manager of Client Care, the Applicant and Client Care Specialist effectively serves as the “front door” of PADS—playing a central role in welcoming, assessing, and guiding applicants through the process of being matched with a life-changing assistance dog.

This role involves coordinating the intake and application process, conducting interviews and assessments, and collaborating with internal teams and external professionals to ensure a compassionate, inclusive, and efficient journey for every applicant. The Specialist will use their professional background (e.g., RN, OT, RSW) to assess suitability and readiness for service dog placement, support trauma-informed decision-making, and contribute to continuous service improvement.

Ideal candidates will be organized, emotionally intelligent, and confident in working with people from a wide range of backgrounds, including those living with trauma, disabilities, or complex psychosocial needs. Strong communication, critical thinking, and case coordination skills are essential, alongside the ability to manage data and documentation with discretion and accuracy.

This is a hybrid position based from our Burnaby, BC Campus, that will involve planned and unplanned travel across Western Canada (from Vancouver Island to Manitoba), in order to serve our Applicants and Clients at PADS. The successful candidate will join a passionate and collaborative team committed to enhancing the independence and wellbeing of our clients through the power of partnership with a PADS dog.

About You

You have a background in a human services, health care, or social sciences field—such as Nursing (RN), Occupational Therapy (OT), or Social Work (RSW)—or bring equivalent experience in client assessment, coordination, and care.

You are experienced in client-centered roles and bring strong interpersonal and communication skills to your work. You’re proficient with Microsoft 365 (Outlook, Teams, Word, Excel), comfortable using virtual platforms like Zoom, and ideally have experience with CRM systems such as Salesforce.

You are organized, professional, and detail-oriented, with the ability to manage sensitive information with discretion. You thrive in dynamic environments and bring compassion, patience, and resilience to your interactions with clients, volunteers, and colleagues.

You take a trauma-informed, empathetic approach to working with individuals from diverse backgrounds, including those with physical disabilities, PTSD, or developmental disabilities. You are adaptable and solutions-focused, with strong time management skills and the ability to balance multiple priorities.

You’re a trusted team member, comfortable working independently and collaboratively, and committed to supporting a mission-driven organization that changes lives through the power of assistance dogs.

About the Job

As the Applicant and Client Care Specialist, you are a key member of the Client Care Team and the first point of contact for individuals seeking a PADS assistance dog. In this role, you will guide applicants through the intake and application process with empathy, professionalism, and attention to detail.

You will be responsible for screening and assessing applications, conducting interviews, and coordinating with applicants, their support networks, and internal teams to ensure a smooth, inclusive, and trauma-informed journey from initial inquiry to placement. Your assessments—often conducted through interviews and home visits—will help determine each applicant’s readiness and suitability for a PADS dog, while also ensuring their unique needs and goals are understood and supported.

You’ll work closely with the Client Care Manager and other stakeholders across the organization to keep client records accurate and current, flag key updates in Salesforce, and help maintain the integrity and responsiveness of our client care process. Your professional background in health or human services will support informed decision-making, risk management, and sensitive communication.

This is a full-time (37.5 hrs/week), hybrid-based position (from our Burnaby, BC campus) that involves some community-based work (e.g., home visits and outreach), occasional evening or weekend scheduling, and participation in organizational events. The ideal candidate brings clinical insight, administrative efficiency, and a passion for empowering people through the support of life-changing service dogs.

Working Conditions & Compensation

This is a hybrid position working out of our Burnaby, BC Campus. The postholder will share workspace and equipment with other employees at PADS’ facilities. Most of the time, work is scheduled from Monday to Friday, 7.5 hours per day, from 9 am to 5 pm with a 30-minute unpaid lunch break. There may occasionally be a need to work evenings or weekends. The compensation range for this role is $65,000 per year. A benefits package is available after the 3-month probation period for employees who work 20 hours or more a week. 

BE YOU. WITH US. 

We serve communities that are greater and stronger because of their diversity. What makes YOU different is worth both celebrating and cultivating.  

PADS is committed to equality across race, gender, age, religion, identity, ability, and experience. We invite you to bring your whole self to our team, helping us to change lives, one dog — and person — at a time.  

DOES THIS SOUND LIKE A GOOD FIT? 

If you are a dedicated individual with a passion for helping others and a desire to grow your skills in a supportive environment, we encourage you to apply!  Submit your CV and cover letter below before July 2, 2025. 

Accommodation will be provided in all parts of the hiring process. Applicants are invited to make required accommodations known in advance.     

We thank all applicants for their interest and will contact only those applicants selected for further consideration. Please note that submissions will be reviewed on an ongoing basis, and therefore early submission is encouraged. The position is available immediately.