Coordinator, Friendly Calls Program
in Alberta, AB

Alberta, AB
Full-time - Permanent
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Competition Number: 11053
Company Website:
Title: Coordinator, Friendly Calls Program
Location: Alberta
Employment status: Permanent full time
Salary band: $46,526 - $58,729/year
The Canadian Red Cross (CRC) - one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada's Best Employers 2022 - is seeking a Coordinator, Friendly Calls Program to join its team.
We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.
Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.
The incumbent will be responsible for the facilitation of the friendly calls and wellness call programs to participants ages 18+ throughout the province of Alberta.
In this role, you will:
Responsibility 1. Resourcing - volunteers
  • Develop the provincial based volunteer work force plan in accordance with volunteer resources management processes and tools.
  • In conjunction with the Volunteer Engagement Manager, participate in/facilitate regular recruitment activities ensuring volunteer work force numbers are maintained.
  • Directly onboard, manage, train, evaluate, and recognize the virtual support team volunteers.
  • Ensure volunteers are placed appropriately and that an ongoing support and tracking system is in place to provide direction, service evaluation, debriefing and de-escalation as required.
  • Ensure adequate sign in and tracking of volunteer hours.

Responsibility 2. Resource management
  • Create team and individual work plans and shift schedules to ensure regular, efficient and solutions-based calls are being made.
  • Ensure program objectives align into measurable outcomes for evaluation and growth.
  • Ensure that there is an effective system for communication between volunteers and staff to provide cohesive service delivery.
  • Facilitate on-going volunteer's personal development opportunities that enhance awareness, understanding and capacity to provide wellness checks and make appropriate referrals during sensitive situations (de-escalations, violence prevention, suicide awareness etc.).
  • Support volunteers through individualized development and training paths to increase leadership capacity and cross-functional opportunities.
  • Develop and maintain program resources, tools, scripts, and documents required for the successful facilitation of virtual support team protocols.
  • Foster a supportive team environment through critical reflection of the work, aligning with best practices, policies and procedures.

Responsibility 3. Program management
  • Maintain, monitor and evaluate the program according to project plan. Make regular adjustments to meet/increase target outcomes.
  • Review wellness/friendly call tracker regularly for quality assurance standards, use the tool to enhance services required.
  • Facilitate all report running and data entry in databases as required.
  • Continue to expand opportunities to receive community referrals through volunteer engagement strategies.
  • Research, develop and maintain a community information resources tool/guide for reference during wellness check.
  • Participate as a member of the Friendly Calls geo/central teams as required.

What we are looking for:
  • The minimum qualifications for this job include completion of post-secondary education in a Community Health-related field, Volunteer Resources, Project Management or a related field.
  • Knowledge of community development and community health issues.
  • One to three years of related experience, or an equivalent combination of education and experience.
  • Strong oral and written communication skills in English.
  • Self-directed and able to work with minimal supervision.
  • Proficiency in the use of Microsoft Office programs including Word, Excel, and Outlook.
  • Ability to prioritize tasks while working with competing priorities.
  • Ability to solve complex work-community related issues.
  • Ability to plan, manage, and successfully complete projects within given timelines.
  • Some finance and budgeting experience.
  • Ability to collaborate in a team rural-remote environment.
  • Ability to influence and motivate volunteers.
  • Understanding and compassion for the aging population.
  • Valid driver's licence.

Working conditions:
  • Frequent travel around the province is required. Access to own vehicle is preferred.
  • Some weekend or shift work may be required.
  • Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
  • If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
  • Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground).

This position is open until filled, however qualified applicants are encouraged to apply as soon as possible. Qualified applicants who apply after the selection process has started, may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.
If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.
Salary Band:
$46,526 - $58,729
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