Senior Coordinator-Friendly Calls

Title : Senior Coordinator-Friendly Calls

Employee Working Location : Partially Virtual / Hybrid (Ontario)

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 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

The Senior Program/Service Coordinator (External Delivery) plays a key role in coordinating, supporting, and enhancing the planning and execution of programs and services. They work closely with internal teams, external stakeholders, and clients to ensure services are delivered efficiently, compassionately, and in response to community needs. Acting as a key connector, they help facilitate service improvements, stakeholder engagement, and seamless program/service execution within their designated program, service line, or functional area. Additionally, the role may provide training, guidance, and recognition to volunteers, ensuring adherence to standards and policies.

In this role, you will

• Build and maintain relationships with community organizations, partners, and/or vendors agencies to foster collaboration, coordination, and mutual understanding.
• Work within diverse communities to ensure that the Friendly Calls program meet the needs while respecting cultural safety of the community.
• Serve as a key point of contact for internal and external stakeholders, ensuring smooth communication and engagement.
• Coordinate and support the planning and execution of program/service delivery activities.
• Ensure services are delivered efficiently, effectively, and in alignment with CRC standards, policies, and community needs.
• Where relevant, coordinate technical support requests and ensure access to necessary resources.
• Collaborate with internal teams to ensure the programs/services meet the needs of the communities served and align with organizational goals.
• Oversee the deployment of resources (staff, volunteers, equipment, etc.) for program/service delivery.
• Support the development and implementation of training for staff and volunteers involved in program/service delivery.
• Maintain a centralized library of operational standards, processes, guidelines, and tools (ex. SharePoint site).
• Ensure proper documentation, storage, and accessibility of program/service data for compliance and future reference.
• Track program/service outcomes and report on performance, challenges, and success stories to internal stakeholders and external partners.
• Prepare regular program/service reports and assist with the collection of data for assessments and program/service evaluations.
• Identify areas for process improvement within the program and service delivery framework and recommend changes.
• Contribute to the development of new program/service strategies and solutions to improve service delivery.
• Provide guidance to program staff and volunteers, ensuring they are trained, supported, and motivated.

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 demonstrate compassion, empathy and understanding for individuals with differing cognitive and physical abilities or those experiencing stressful situations.
• The official languages recognized within the Canadian Red Cross are English and French however demonstrated skills and ability to communicate in an or multiple Indigenous language(s) or ability to communicate and adapt within Indigenous protocol is highly desirable.

Working Conditions

• 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).