Senior Coordinator - Friendly Calls Program

Title: Senior Coordinator - Friendly Calls Program

Employee Working Location: Partially Virtual / Hybrid (Saskatoon, SK)

Employment Status: Temporary, Full-time (18-Month)

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will:

• Responsible for the facilitation of the friendly calls and wellness calls to participants 18+ throughout the province of Saskatchewan.
• Responsible for the work force plan, volunteer resource processes and training and development of a team of 140-180 volunteers, strategically located across the province, to facilitate a virtual support call center service.
• Manage and maintain accurate records and databases to ensure information is organized, reliable and up to date.
• Develops and maintains current program resources, tools and documentation required for successful delivery and facilitation of the FCP (Friendly Calls Program)
• Engage in community outreach with other organizations to promote FCP (Friendly Calls Program) services and initiatives.
• Strengthen collaboration and coordination through communication, relationship building, and active participation in community networks. Support partnerships that align with program goals and enhance service delivery.
• Facilitates ongoing volunteer's personal development opportunities that enhance awareness, understanding and capacity to provide friendly calls checks and make appropriate referrals during sensitivity needs (de-escalations, violence prevention, suicide awareness etc.)
• Creates team and individual work plans and shift scheduling to ensure regular, efficient, and solution-based calls are being made.

What we are looking for:

• Qualifications include a minimum of 4-5 years' experience and a 1-2 year post-secondary certification/diploma and/or an
  equivalent combination of education and experience.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint), SharePoint and databases.
• Ability to identify, investigate and analyze problems, identify root causes and risks, and apply technical, functional and
  organizational knowledge to develop solutions.
• Communication skills, diplomacy and empathy to interpret information and deliver advice, clarify client or stakeholder needs, offer solutions, and resolve escalations in new or somewhat sensitive situations.
• Experience in program/service coordination, including the development and implementation of program/service plans,
  budgets, and evaluation activities.
• Experience in managing client relationships by understanding client needs, addressing concerns, and ensuring overall client
  satisfaction.
• Ability to provide guidance to program staff and volunteers, ensuring they are trained and supported
• Ability to demonstrate compassion, empathy and understanding for individuals with differing cognitive and physical abilities or those experiencing stressful situations
• Ability to identify opportunities for process creation and/or improvement to enhance efficiency and effectiveness in service
  delivery

Working Conditions:

• Adapt work priorities to support emergency responses efforts by maintaining availability for virtual or in-person deployment.
• Valid Driver's License. Some travel around the province is required.
• Some weekend or shift work may be required.
• As we work with and support people and communities across Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• 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).