LPFMOM - MANAGEMENT AND OPERATIONS MANUAL

Transcription

1 Job Descriptions July 12, of PURPOSE This section presents all of the Last Post Fund job descriptions. 2.0 REFERENCES Governing Council Minutes and Executive Committee Records of Decisions 3.0 JOB DESCRIPTIONS Detailed description for the following jobs: Executive Director Administrative Assistant Finance Manager Accounts Payable Supervisor Accounts Payable Clerk Communications Advisor Programmer Analyst National Client Service Manager Counsellor Senior Counsellor LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE LANGUAGE PROFILE Executive Director National Governing Council through the National President Fluently bilingual Client Service Results Leadership and management of national operations of the Last Post Fund.

2 Job Descriptions July 12, of 27 Key Activities - Managing the material, financial and human resources of the Last Post Fund; - Developing and implementing the long-term strategic plan for the Last Post Fund; - Negotiating and managing the annual Memorandum of Understanding with Veterans Affairs Canada for the delivery of the Funeral and Burials Program; - Representing the Last Post Fund and promoting the Veterans Affairs Canada Funeral and Burial Program to potential clients through veterans organizations, funeral associations and ceremonies and events; - Providing executive secretarial support to the Executive Committee and Governing Council and preparing meeting reports and follow-up; - Overseeing the design, marketing, promotion, delivery and quality of programs, products and services to ensure consistent and effective achievement of the Last Post Fund's objectives. Skills Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - the Last Post Fund s mandate, bylaws, structure, priorities, work processes and roles and responsibilities to lead the organization in fulfilling its objectives; - Veterans Affairs Canada s mandate, priorities and structure; particularly the Funeral and Burial Program which the Last Post Fund delivers on behalf of Veterans Affairs; - Veterans Affairs Canada s Veterans Burial Regulations in order to give direction on the updating of standards to appropriately deliver the program, to review problem files and to provide decisions on appeals; - effective communication techniques (reading, writing, listening and speaking) in order to chair meetings, to present recommendations to the President and the Executive Committee, to make presentations to a variety of outside organizations on the objectives & priorities of the LPF and promote the Funeral & Burial Program to ensure that the Last Post Fund s mission and programs are consistently presented with a strong and positive image, to communicate with funeral directors and cemetery administrators & their industry organizations, to explain processes and procedures; to communicate negative decisions and write reports and correspondence;

3 Job Descriptions July 12, of 27 - effective negotiating techniques to ensure that the LPF is in a position of strength to deliver the Funeral and Burial Program, to serve its staff & clients through appropriate third party agreements or contracts ; - principles and practices of human resource management in order to provide direction and leadership to staff; - principles and practices of financial resource management to provide leadership on the financial management of the Last Post Fund; - principles and practices of fundraising to augment funding for projects. Effort Physical effort as required in a standard office environment. Intellectual effort is required to: - establish and maintain effective relationships with Veterans Affairs officials conducive to cooperation and timely consultation on issues of mutual concern in managing the Funeral & Burial Program; - manage the client redress mechanism and ensuring that the appeal protocol is followed and recommending or undertaking corrective action when appropriate; - develop and update the Last Post Fund s standards and procedures; - explore fundraising and future opportunities for the Last Post Fund in a climate of changing demographics; - direct the preparation, approval and allocation of budgets and manage the program costs, statistics and expenditures; - advise the Executive Committee through the National President of program and operational issues, of organizational and structural matters and of all legal or administrative requirements and implications that require direction or executive action by recommending appropriate responses and ensuring compliance with all programs and policies in place, as set out in the General By-Laws. Responsibilities Technical: - Has custody of and uses a computer and peripheral equipment; standard office equipment; and hard copy and electronic files. Financial: - Total LPF budget of $10M (O&M, salaries and programs)

4 Job Descriptions July 12, of 27 Human Resources: - 5 direct reports: Finance Manager, Communications Advisor, Programmer Analyst, Assistant to the Executive Director, functional direction to National Client Service Manager - Staff of 18 employees across Canada Working Conditions Physical: - Standard office environment and work station; - Occasional travel to meet with staff, partners and clients. Psychological: - conflicting and changing priorities, multiple demands and time pressures while performing a number of simultaneous activities; - reviewing appeals and communicating negative decisions to clients; - making decisions on all delegated responsibilities of the Last Post Fund where the consequence of error is high through financial and human resource management and the image and reputation of the Last Post Fund. LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Administrative Assistant National Office Executive Director Client Service Results Provision of a broad range of administrative services to the Last Post Fund.

5 Job Descriptions July 12, of 27 Key Activities For National Office and the two other offices in Canada. Update and improve administrative procedures; Recommend the best practices concerning various issues related to management and any other administrative issues; Support the management team during recruitment process; Manage the administration of all employee benefits (insurance and retirement plans), leave (hours of work, vacation, statutory holidays) and maintain employee files and HR system up-to date; Conceive, prepare and format various documents (correspondence, presentations, contracts, reports, etc.); Negotiate and manage office leases and equipment, contracts, rental agreements while developing and maintaining positive relationships with providers; Provide administrative assistance to the Executive Director, as well as management team; Perform administrative tasks such as ordering office supplies, maintaining inventory and filing system, coordinating meeting, taking minutes of meetings and making travel plans.

6 Job Descriptions July 12, of 27 Skills Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - Office administration principles and procedures, - Office software and equipment; labour legislation and regulations in the 3 Canadian provinces where Last Post Fund are employees are situated, in order to ensure Last Post Fund compliance; - Human resources management principles and procedures; - Last Post Fund s mandate, priorities, structure, work processes and roles and responsibilities to contribute to the Last Post Fund s effective administrative management and to resolve problems; - Effective communication techniques (reading, writing, listening and speaking) regarding administrative issues; explain processes and procedures; make presentations; prepare and present options and recommendations and write reports and correspondence. Effort Physical effort as required in a standard office environment. Intellectual effort is required to: - Conduct research and provide analysis, options and recommendations on administrative matters; - Provide analysis and make recommendations for changes to policies, procedures and systems. Responsibilities Technical: - Has custody of and uses a computer and peripheral equipment, standard office equipment and handles hard copy and electronic files. Working Conditions Physical: - Standard office environment and work station. Psychological: - Exposure to stress from dealing with conflicting and changing priorities, multiple demands and time pressures while performing a number of simultaneous activities.

7 Job Descriptions July 12, of 27 LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Finance Manager National Office Executive Director Client Service Results Responsible for the financial management of the Last Post Fund s operations nationally. Key Activities Approving, updating and consistently applying financial policies, procedures and guidelines and best practices related to financial management and accounting (including accounts payable, accounts receivable, accounting systems, payroll, purchasing and contracts administration); Advising management on the annual planning of the Last Post Fund s budgeting and managing the internal control framework; Providing advice to the Executive Director, the National President and the Honorary Treasurer on all matters related to the financial management of the Last Post Fund (risk management, etc.); Providing analysis and recommendations to the Executive Director towards effective decision-making; Preparing, reviewing and monitoring financial statements and accounting records and ensuring that the annual audit observations related to financial matters are adequately handled and followed-up;

8 Job Descriptions July 12, of 27 Communicating regularly and effectively with Veterans Affairs Canada officials as detailed in the Memorandum of Agreement between Veterans Affairs Canada and the Last Post Fund, regarding program and administration costs, the annual audit and other financial matters; Negotiating and managing corporate agreements and contracts with the Last Post Fund s service providers leases, phone lines, photocopier, liability insurance, LBA financial management program). Skills Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - financial and procurement resource management theories, generally accepted accounting principles, trends and practices particularly in the Canadian non-profit context; - the Last Post Fund s mandate, priorities, structure, work processes and roles and responsibilities to contribute to its effective financial and procurement management and to resolve problems; - financial legislation and regulations to ensure compliance; - audit and evaluation theories, principles, trends and practices; - other non-profit organizations to conduct relativity research, to exchange information and share best practices; - principles and techniques of management in order to provide direction and leadership and to engage Last Post Fund staff and volunteers in effective financial management practices; - effective communication techniques (reading, writing, listening and speaking) in order to communicate with officials financial institutions and insurance companies and the Last Post Fund auditors, to facilitate meetings with managers and employees, to explain processes and procedures, to make presentations and write reports and correspondence. Effort Physical effort as required in a standard office environment. Intellectual effort is required to: - prepare cost-benefit analysis and recommendations on all financial matters; - research, analyze and interpret financial legislation including the Government of Canada Financial Administration Act in managing a federal program;

9 Job Descriptions July 12, of 27 - identify, understand and interpret key points while gathering information on financial and procurement management to prepare and update Last Post Fund financial and procurement policies; - provide accurate advice and recommendations to Last Post Fund management on all aspects of financial and procurement management; - resolve issues with managers and staff concerning any and all aspects of financial and procurement management. Responsibilities Technical: - has custody of and uses a computer and peripheral equipment, standard office equipment and handles hard copy and electronic files. Financial: - Total budget of $10.7M. Human Resources: - 1 Accounts Payable Supervisor (direct); - 1 Accounts Payable Clerk (indirect). Working Conditions Physical: - Standard office environment and work station. Psychological: - Exposure to stress from dealing with conflicting and changing priorities, tight deadlines and providing accurate advice for management to make final decisions where the consequence of error is high.

10 Job Descriptions July 12, of 27 LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Accounts Payable Supervisor National Office Finance Manager Client Service Results Provision of payment services for all accounts payable. Key Activities - Training Account Payable Clerks and supervising their day-to-day work to verify that payment requests are correct and complete in accordance with Last Post Fund policies and procedures and that account payables data is correctly entered in the system; - Managing the Canofile archiving and indexing project, including training of employees; - Producing list of cheques to be issued through posting of data from the account payables module to the general ledger module on a weekly basis; - Resolving issues as noted by Accounts Payable Clerk; - Assisting the Finance Manager with Last Post Fund payroll, payment of travel claims, reconciliation of bank accounts and management of the Last Post Fund accounts; - Informing Branches of payments that have been made; - Producing cheques and periodic computerized reports as required; - Ensuring that the archiving of all financial documents is accomplished in accordance with the approved Last Post Fund procedure;

11 Job Descriptions July 12, of 27 Skills - Providing recommendations to the Finance Manager regarding improvement of payment procedures. Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - accounting principles and practices; - the Last Post Fund s mandate, structure, work processes, roles and responsibilities to contribute to the Last Post Fund s workflow, objectives and outputs, to exchange information with colleagues and to resolve problems; - Veterans Affairs Canada s mandate, its Funeral and Burial Program and Veterans Burial Regulations in order to incorporate these fundamentals as required in processing requests for payments; - principles and techniques of supervision in order to provide direction and leadership to Accounts Payable Clerk; - accounting software used by the Last Post Fund; - effective communication techniques (reading, writing, listening and speaking) in order to explain processes, procedures and rationales, to prepare recommendations and write reports and correspondence. Effort Physical effort as required in a standard office environment. Intellectual effort is required to: - analyze issues and propose feasible solutions; - make recommendations for changes to policies and systems; - conduct random internal audits & address inconsistencies; - ensure that complex/technical information is conveyed in a language and manner that can be easily understood by regional managers; - identify priorities; assign workload on an equitable basis; and provide timely and appropriate direction/advice to staff in order to minimize problems and errors. Responsibilities Technical: - Has custody of and uses a computer and peripheral equipment, standard office equipment

12 Job Descriptions July 12, of 27 and handles hard copy and electronic files. Financial: - Provides final revision of all accounts payables documentation. Human Resources: - Supervision of 1 Accounts Payable Clerk Working Conditions Physical: - Standard office environment and work station. Psychological: - Exposure to stress from dealing with conflicting and changing priorities, multiple demands and time pressures while performing a number of simultaneous activities. LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Accounts Payable Clerk National Office Accounts Payable Supervisor Client Service Results All administrative invoices and requests for payments for the Funeral and Burial program are verified, entered into the system and prepared for approval and cheque issue. Key Activities - Receiving and verifying all accounts payable documents (administrative invoices and requests for payment for the Funeral and Burials Program) for accuracy and completeness;

13 Job Descriptions July 12, of 27 Skills - Liaising with and obtaining corrected documentation from provincial offices across Canada as required; - Entering the data into the Accounts Payable module of the accounting software; - Archiving and indexing documents on Canofile; - Advising the Accounts Payable Supervisor of any trends or anomalies; - Answering the general phone line for the Last Post Fund. Physical skill is required: - to operate standard office equipment. Intellectual skill requires knowledge of: - the Last Post Fund s mandate, structure, work processes, roles and responsibilities to contribute to the Last Post Fund s workflow, objectives and outputs, to exchange information with colleagues, to resolve problems and to provide information and referral to callers; - Veterans Affairs Canada s mandate, its Funeral and Burial Program and its Veterans Burial Regulations in order to incorporate these fundamentals as required in processing requests for payments; Effort - effective communication techniques (reading, writing, listening and speaking) in order to liaise effectively with provincial staff to obtain correct documentation, to discuss anomalies with Accounts Payable Supervisor and to refer callers to appropriate offices; - accounting software used by the Last Post Fund; - basic accounting practices. Physical effort as required in a standard office environment. Intellectual effort is required to: - verify document accuracy; - enter information into Last Post Fund accounting software.

14 Job Descriptions July 12, of 27 Responsibilities Technical: - has custody of and uses a computer and peripheral equipment; standard office equipment and handles hard copy and electronic files. Financial: - initial verification of accounts payables Human Resources: - no direct reports Working Conditions Physical: - Standard office environment and work station. Psychological: - Exposure to stress from dealing with a high volume of files and constant interruption of calls from the general Last Post Fund phone line. LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Communications Advisor National Office Executive Director Client Service Results Development of communication strategies and tools to promote Veteran affairs Canada s Funeral and Burial Program and the Last Post Fund.

15 Job Descriptions July 12, of 27 Key Activities - Co-chairing the Last Post Fund Veterans Affairs Joint Communications Committee and ensuring mutual objectives are met; - Developing the Last Post Fund s annual communications plan, ensuring its approval and overseeing its implementation with particular emphasis on increasing the visibility of Veterans Affairs Canada s Funeral and Burial Program; - Managing the Last Post Fund s public relations budget effectively; - Developing and updating appropriate public relations tools and providing training for Last Post Fund staff and volunteer members to support their public relations responsibilities; - Developing media-related material such as press releases, public service announcements, thematic information pieces, etc.; - Providing guidance to management regarding internal communications; - Acting as spokesperson for the organization as required. Skills Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - the Last Post Fund s mandate, structure, work processes, roles and responsibilities to contribute to the Last Post Fund s workflow, objectives and outputs, to exchange information with colleagues and to resolve problems; - Veterans Affairs Canada mandate, priorities and structure; and the manner in which programs and services are delivered, in order to incorporate these fundamentals as required in communications about the Funeral and Burial Program; - communications theories and techniques in order to effectively develop, plan, coordinate and lead a wide range of communication projects; - principles and techniques of functional management in order to provide direction and leadership to Last Post Fund staff who do not report directly; - presentation techniques to facilitate training and/or information sessions involving staff, managers and volunteer members;

16 Job Descriptions July 12, of 27 Effort - effective communication techniques (reading, writing - especially appropriate grammar usage and style- listening and speaking) in order to write and edit communications products; facilitate meetings, to explain processes and procedures, to make presentations and to write reports and correspondence. Physical effort as required in a standard office environment. Intellectual effort is required to: - produce an annual communications plan that outlines the work to be done to meet objectives and realistically articulates the measurable results to be achieved; - ensure that information, communications tools and products are conveyed in a language and manner that can be easily understood by potential clients who may have varying levels of knowledge and understanding of the subject matter/field; - develop and provide training to staff and volunteer members to strengthen their ability to deliver on their public relations responsibilities; - provide timely and appropriate direction/advice to staff in order to minimize problems. Responsibilities Technical: - Has custody of and uses a computer and peripheral equipment; standard office equipment; and hard copy and electronic files. Financial: - Manages a public relations budget of approximately $45,000. Human Resources: - no direct reports - works horizontally to direct the implementation of the Last Post Fund communications plan with staff & and volunteers who do not report directly. Working Conditions Physical: - Standard office environment and work station. Psychological: - Exposure to stress from conflicting and changing priorities and multiple demands in a framework of high expectations, limited resources and tight time frames.

17 Job Descriptions July 12, of 27 LAST POST FUND / FOND DU SOUVENIR POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Programmer Analyst National Executive Director Client Service Results Responsibility for all facets of IT management for the Last Post Fund. Key Activities - Developing and implementing the Last Post Fund s national IT plan and related projects to ensure that staff in 3 offices across Canada have the IT tools to effectively carry out their work; - Designing, developing and maintaining all internal software applications; - Leading IT projects from definition to implementation; - Maintaining the network and all servers and ensuring back-ups; - Instructing and often updating all Last Post Fund employees in the use of IT hardware and software; - Making recommendations for the purchase of all IT related items: hardware, computers, computers accessories, software, etc.; - Updating and maintaining the Last Post Fund website; - Developing and updating IT standards and guidelines.

18 Job Descriptions July 12, of 27 Skills Physical skill is required - to assemble, repair and operate IT hardware. Intellectual skill requires knowledge of: - the Last Post Fund s mandate, priorities, structure, work processes and roles and responsibilities to effectively recommend and manage all facets of IT to ensure Last Post Fund staff and management have the appropriate IT tools to effectively deliver on Last Post Fund plans and priorities; - Veteran Affairs Canada s mandate and its Funeral and Burial Program which the Last Post Fund delivers, the Veterans Burial Regulations in order to ensure IT tools and support to Last Post Fund staff in the delivery of this program; - the theories, principles and trends of IT management which would be acquired through a Bachelor s degree in IT and significant experience; - principles and techniques of supervision in order to provide direction and feedback to staff and/or contractors; - effective communication techniques (reading, writing, listening and speaking) in order to understand user requirements, to prepare and update manuals and provide instructions, to communicate and negotiate with suppliers and contractors, to facilitate meetings, to explain processes and procedures, to make presentations and to write reports and correspondence. Effort Physical effort is required to: - to carry, unpack and install and move computer equipment (weight of desktop computer up to 50 pounds) - to crawl under desks and in small areas to assemble or troubleshoot; - travel to 2 offices across Canada to ensure appropriate IT support; Intellectual effort is required to: - negotiate and manage the services of a contractor, outline the deliverables and timelines, provide direction and perform evaluation; - maintain knowledge of IT trends and products in a fast-paced environment through reading and additional course work; - manage both human and financial resources to ensure projects meet objectives, are accurate and on schedule; - research and provide advice on the maintenance, upgrades and/or purchase of all IT hardware & software; - negotiate with suppliers to ensure value for dollar for purchases and support contracts;

19 Job Descriptions July 12, of 27 - identify and explore solutions (debug and test) for hardware or software problems for 3 offices across Canada and make decisions often on the spot for resolution. Responsibilities Technical: - Responsible for all aspects of hardware, software, backups of information. Impact of error could entail: o o o o damage to assets and incur significant costs to replace or repair; loss of information on electronic files could jeopardize Last Post Fund s ability to fulfil its contract and retain confidence of Veterans Affairs due to loss of client information and records of the Funeral and Burial Program; serious breaches in security of personal information; loss of productivity over days and weeks if serious repairs need to be made. Financial: - Authority for budget of $10,000; - Value of hardware and software approximately $130,000. Human Resources - No direct reports. - Manages a contract for a Programmer Analyst of 21 hours per week. Working Conditions Physical: - standard office environment. Psychological: - Exposure to stress from dealing with having primary responsibility to support IT for a national organization in 3 offices; conflicting and changing priorities, necessity to find solutions in tight timeframes and providing advice where the consequence of error is high.

20 Job Descriptions July 12, of 27 LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Client Service Manager National Toronto Executive Director Client Service Manager Overview Manage the National delivery of the Veterans Affairs Canada Funeral and Burial Program (F&B), Unmarked Grave Program (UGP) and Department of National Defence Marker Program. Key Activities - Direct supervision of 10 counsellors located in 3 provinces; - Reviewing applications, counsellor decisions and requests for payment per the Veteran Burial Regulations (VBRs) and the Management Operations Manual (LPFMOM); - Providing first level review for files whose decisions are challenged by clients; - Recovering overpayments made under the Veterans Affairs Canada Funeral and Burial Program; - Approves petty cash disbursements and other local expenditures; - Ensuring quality control for the production and installation of grave markers and of all other programs administered by counsellors; - Developing and maintaining appropriate relationships with officials at Veterans Affairs Canada, Veterans associations, funeral homes and cemetery representatives;

21 Job Descriptions July 12, of 27 Skills Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - the Last Post Fund s mandate, priorities, structure, work processes and roles and responsibilities to lead the region in fulfilling its objectives and those of the Last Post Fund; Effort - Veterans Affairs Canada s mandate, priorities and structure; particularly the Funeral and Burial Program which the Last Post Fund delivers on behalf of Veterans Affairs and the Veterans Burial Regulations in order to adequately review problem files and provide regional decisions on eligibility; - Effective communication techniques (reading, writing, listening and speaking) in order to communicate with funeral directors and cemetery administrators, to chair meetings, to explain processes and procedures, to make presentations and write reports and correspondence; - Client service principles in order to deal with clients, particularly dissatisfied clients; - Funeral and cemetery regulations and practices across the country. Physical effort as required in a standard office environment. - Travel to the other offices, where Counsellors are located. Intellectual effort is required to: - Produce an annual plan with measurable results; - Provide direction to staff, recommend training and provide feedback on performance; - Interpret key points regarding the Veteran Burial Regulations to dissatisfied clients; - Liaise effectively with provincial Last Post Fund boards, and staff at the national office: - Negotiate effective service contracts and leases as required. Responsibilities Technical: - Has custody of and uses a computer and peripheral equipment, standard office equipment and handles hard copy and electronic files.

22 Job Descriptions July 12, of 27 Financial: - Office expenditures including petty cash; - Forecast staffing requirements. Human Resources: - Atlantic 2 in Halifax; - Ontario 3 in Toronto; - Québec 5 in Montréal Working Conditions Physical: - Standard office environment and work station. Psychological: - Exposure to stress from dealing with conflicting and changing priorities, multiple demands and time pressures while performing a number of simultaneous activities; - Handling issues with dissatisfied clients so they don t escalate; - Managing staff and traveling to support them in various offices. LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE SUPERVISOR S GEOGRAPHIC LOCATION Counsellor National, Toronto, Halifax Executive Director Client Service Results Processing all applications for the Veterans Affairs Funeral and Burial Program administered by the Last Post Fund.

23 Job Descriptions July 12, of 27 Key Activities Skills - Providing information and advice, primarily by phone, concerning the Funeral and Burial Program by outlining the objectives and guidelines concerning eligibility for assistance with potential applicants; - Receiving applications and recording details in the Last Post Fund Application Support Software and confirming eligibility of the application by requesting available information from Veterans Affairs Canada and Library & Archives Canada; - Making the decision on eligibility and advising the applicant of the acceptance or denial of their case for both the Funeral and Burial Program and the Special Grave Marking Program; - Negotiating funeral and burial arrangements with funeral directors and/or cemetery representatives and establishing contracts between the funeral home/cemetery and the Last Post Fund when appropriate; - Updating Last Post Fund records by incorporating burial information, recovery information and other details pertinent to the file into the application and a contact log in the case notes; - Contacting the family of deceased veterans, based on the listing produced by Veterans Affairs Canada, informing them of the program and inviting them to submit an application depending on the financial situation of the estate; - Receiving and processing donations to the Last Post Fund by completing donor record, sending thank you letters and compiling monthly records; - Verifying if a grave marker is needed and preparing a Marker Purchase Order within the guidelines established by the National Technical Maintenance Manual. Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - the Last Post Fund s mandate, structure, work processes, roles and responsibilities to deliver one of the Last Post Fund s major programs, to exchange information with colleagues and to resolve problems;

24 Job Descriptions July 12, of 27 - the Veteran Affairs Canada s mandate, priorities and structure; particularly the Funeral and Burial Program which the Last Post Fund delivers on behalf of Veterans Affairs and the Veterans Burial Regulations in order to inform potential clients, to assess applications and make decisions on eligibility; - the National Technical Maintenance Manual in order to prepare grave marker orders; - client service principles and techniques in order to deal with clients requests for information or for financial assistance and to deal effectively with funeral directors and cemetery personnel; - funeral and cemetery regulations and practices in specific jurisdictions. Effort Physical effort as required in a standard office environment. Intellectual effort is required to: - understand the vulnerability of clients dealing with the death of a loved one to ensure a professional and compassionate response to their needs; - deal with applicants with sensitivity to elicit financial information to determine eligibility; - question applicants adroitly in order gather comprehensive information to ensure appropriate assessment of their applications; - ensure that complex/technical information is conveyed in a language and manner that can be easily understood by clients. Responsibilities Technical: - Has custody of and uses a computer and peripheral equipment; standard office equipment; and hard copy and electronic files. Financial: - Authority to sign contracts with funeral homes. Human Resources: - Work collaboratively with other counsellors to exchange best practices.

25 Job Descriptions July 12, of 27 LAST POST FUND POSITION TITLE REGION GEOGRAPHIC LOCATION SUPERVISOR S TITLE LANGUAGE PROFILE Senior Counsellor National Montréal or Toronto Executive Director Prolific French or English Client Service Results Processing all applications for the Veterans Affairs Funeral and Burial Program administered by the Last Post Fund. Ensuring a high level of quality service to Veterans families and representatives. Key Activities - Providing information and advice, primarily by phone, concerning the Funeral and Burial Program by outlining the objectives and guidelines concerning eligibility for assistance with potential applicants; - Receiving applications and recording details in the Last Post Fund Application Support Software and confirming eligibility of the application by requesting available information from the applicant, Veterans Affairs Canada or Library & Archives Canada; - Making the decision on eligibility and advising the applicant of the possible acceptance or denial of their case for both the Funeral and Burial Program and the Special Grave Marking Program; - Negotiating funeral and burial arrangements with funeral directors and/or cemetery representatives and establishing contracts between the funeral home/cemetery and the Last Post Fund when appropriate; - Updating Last Post Fund records by incorporating burial information, recovery information and other details pertinent to the file into the application and a contact log in the case notes;

26 Job Descriptions July 12, of 27 - Contacting the family of deceased veterans, based on death notification sent by Veterans Affairs Canada, informing them of the program and inviting them to submit an application depending on the financial situation of the estate; - Verifying if a grave marker is needed and preparing a Marker Purchase Order within the guidelines established by the National Technical Maintenance Manual; Functional Direction and coaching over 9 counsellors in their daily activities/work, running quality assurance exercises, developing and delivering training sessions; Ensuring project coordination, mainly in the area of the unmarked grave program delivery. Skills Physical skill is required to operate standard office equipment. Intellectual skill requires knowledge of: - the Last Post Fund s mandate, structure, work processes, roles and responsibilities to deliver one of the Last Post Fund s major programs, to exchange information with colleagues and to resolve problems; - the Veteran Affairs Canada s mandate, priorities and structure; particularly the Funeral and Burial Program which the Last Post Fund delivers on behalf of Veterans Affairs and the Veterans Burial Regulations in order to inform potential clients, to assess applications and make decisions on eligibility; - the National Technical Maintenance Manual in order to prepare grave marker orders; - client service principles and techniques in order to deal with clients requests for information or for financial assistance and to deal effectively with funeral directors and cemetery personnel; - funeral and cemetery regulations and practices in specific jurisdictions. Effort Physical effort as required in a standard office environment; - On occasion, travel to visit and train counsellors in the external office(s). Intellectual effort is required to:

27 Job Descriptions July 12, of 27 - understand the vulnerability of clients dealing with the death of a loved one to ensure a professional and compassionate response to their needs; - deal with applicants with sensitivity to elicit financial information to determine eligibility; - question applicants adroitly in order gather comprehensive information to ensure appropriate assessment of their applications; - ensure that complex/technical information is conveyed in a language and manner that can be easily understood by clients. Responsibilities Technical: - Has custody of and uses a computer and peripheral equipment; standard office equipment; and hard copy and electronic files. Financial: - Authority to sign contracts with funeral homes. Human Resources: - Work collaboratively with other counsellors to exchange best practices; - Running quality assurance activities, including training (one on one or in group setting). Working Conditions Physical - Standard office environment and work station. Psychological: - Exposure to stress from dealing with: - making decisions which affect the financial situation of a veteran s dependents; - ensuring professionalism and compassion to every call; - trying to capture the necessary information from clients who may be embarrassed by the financial situation; - dealing with dissatisfied clients who are not eligible; - occasional overturned decisions through appeal process; - volume of calls and requests for information.