Senior Coordinator, Friendly Calls Program

Title: Senior Coordinator - Friendly Calls Program
Employee Working Location: Partially Virtual / Hybrid (BC, Canada)
Employment Status: Permanent Full-time

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 2024, 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 call programs to participants ages 18+ throughout the province of Alberta

• Responsible for the work force plan, volunteer resource processes and training and development of a team of 80-90 volunteers, strategically located across the province, to facilitate a virtual support call center service.
  ensure the provision of wellness and friendly calls to all older adult HELP (Health Equipment Loan Program) clients (age 18+). They will ensure the calls remain professional in the provision of information and referrals relating to the needs identified by clients.

• Ensure wellness/friendly call client tracker is completed. Contributing to statistical collection and data resourcing into Community Health and Wellness Innovation strategies.

• 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.

• Develops provincial based volunteer Work Force Plan in accordance with Volunteer Resource Management processes and tools.

• In conjunction with Volunteer Engagement Manager, will participate in/or facilitate regular recruitment activities ensuring volunteer work force numbers are maintained

• Directly onboards, manages, trains, evaluates, and recognizes the virtual support team volunteers

• Ensures volunteers are placed appropriately and an ongoing support and tracking system is in place to provide direction, service evaluation, debriefing and de-escalation as required.

• Ensures adequate sign in and tracking of volunteer hours

• Creates team and individual work plans and shift scheduling to ensure regular, efficient, and solutions-based calls are being made

• Ensures program objectives align into measurable outcomes for evaluation and growth

• Ensures that there is an effective system for communication between volunteers and staff to provide cohesive service delivery

• Facilitates on-going volunteer’s personal development opportunities that enhance awareness, understanding and capacity to provide wellness checks and make appropriate referrals during sensitivity needs (de-escalations, violence prevention, suicide awareness etc.)

• Supports volunteers through individualized development and training paths to increase leadership capacity and cross-functional opportunities

• Develops and keeps current, program resources, tools, scripts, and documents required for the successful facilitation of virtual support team protocols

• Fosters a supportive team environment through critical reflection of the work, aligning with best practices, policies, and procedures

• Maintains the program according to project plan, monitors and evaluates the program according to project plan. Makes regular adjustments to meet/increase target outcomes.

• Reviews wellness/friendly call tracker regularly for quality assurance standards, uses the tool to enhance services required

• Facilitates all report running and data entry in databases as required.

• Continues to expand opportunities to receive community referrals through volunteer engagement strategies

• Researches, develops, and keeps current a community information resource tool/guide for reference during wellness checks

• Participates as a member of the Friendly Calls geo/central teams as required

What we are looking for:

• Completion of post-secondary education (degree or equivalent) in a Community Health-related field, Volunteer Resources, Project Management, or a related field; knowledge of community development and community health issues.

• One – three years of related experience, or an equivalent combination of education and experience.

• Fluency in English is required, French is an asset.

• 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

Working Conditions:

• Adapt work and priorities to support emergency responses efforts by maintaining availability for virtual or in-person deployment, delivering services as needed, and collaborating with other programs through activities such as client check-in calls.

• Valid Driver’s Licence. Some travel around the province is required. Access to own vehicle is preferred.

• Some weekend or shift work may be required. As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in 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).