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About the Role

The Coordinator, Supportive Response Programs supports the day-to-day operations of crisis and support programs, including staff/volunteer supervision, program administration, quality improvement, and service coordination. This role provides leadership and operational support within a psychosocial rehabilitation and recovery-oriented framework, ensuring high-quality, compassionate, person-centered services. The coordinator assists Program Managers and Directors with program oversight, staffing, service access, volunteer engagement, recruitment, training, quality assurance, and initiative implementation, acting as a key resource for staff and volunteers.

Responsibilities

Assists the Manager with organizing and directing the day-to-day work of staff, volunteers, mentors, and placement students.
Serves as a primary point of contact for Supportive Response volunteers and mentors.
Provides supervision, mentoring, coaching, and support to staff, volunteers, volunteer mentors, and students.
Monitors team dynamics and addresses concerns in consultation with the Manager.
Provides constructive, respectful, and recovery-oriented feedback.
Assists with performance evaluations and performance management processes.
Acts as a resource regarding challenging situations, crisis intervention, client support approaches, documentation requirements, and program concerns.
Facilitates effective communication among staff, volunteers, managers, and community partners.
Works collaboratively with the Volunteer and Student Placement Coordinator and Manager to recruit, screen, interview, train, develop, and retain volunteers.
Builds, maintains, and monitors an active volunteer pool to ensure adequate 24/7 service coverage.
Coordinates volunteer onboarding, orientation, training, and mentorship activities.
Oversees and supports Volunteer Mentors and matches mentors with volunteers based on learning and onboarding needs.
Schedules volunteer shifts and maintain appropriate coverage for Supportive Response services.
Tracks volunteer engagement, participation, and service hours.
Maintains electronic volunteer personnel files and records.
Conducts volunteer debriefing, coaching, and development sessions.
Participates in volunteer recruitment activities, information sessions, community presentations, and outreach events.
Addresses volunteer performance concerns and supports resolution processes in collaboration with management.
Completes audits and analysis to identify volunteer recruitment and retention needs.
Supports daily program planning, coordination, problem-solving, and service delivery.
Screens referrals and determines program suitability in collaboration with program staff and management.
Reviews service access requests, waitlists, and client flow processes.
Coordinates assignment of referrals and resources to ensure appropriate service matching.
Supports development and implementation of program initiatives, policies, and procedures.
Ensures continuity, consistency, and quality of services across program areas.
Supports coordinated care planning and collaboration with community partners.
Resolves scheduling conflicts and reallocates staffing and volunteer resources as needed.
Supports recruitment, hiring, orientation, and training of staff and volunteers.
Monitors staffing and volunteer coverage requirements and responds proactively to gaps in service.
Provides direction and leadership during emergency situations and supports debriefing processes.
Assists with documentation review, and administrative processes.
Maintains accurate program, volunteer, and service statistics.
Coordinates and facilitates meetings, prepares agendas and minutes, and supports follow-up actions.
Maintains databases, volunteer records, and program tracking systems.
Addresses facility concerns and collaborates with internal departments as required.
Represents the program on committees and working groups as assigned.
Undertakes special projects and assignments as directed by the Manager or Director.
Supports community engagement and public awareness initiatives.
Coordinates and/or orders program supplies.
Ensures documentation meets organizational standards, accreditation requirements, professional practice standards, and privacy legislation.
Conducts file audits, documentation reviews, and quality assurance activities.
Monitors volunteer and staff documentation within electronic health record systems and other program databases.
Provides support and troubleshooting related to electronic documentation systems and other program technology; liaises with IT services as required.
Identifies documentation trends and provides feedback for continuous quality improvement.
Ensures confidential information is managed in accordance with PHIPA and organizational policies.
Supports accreditation, health and safety, and quality improvement activities.
Complete other required documentation (e.g., monthly time sheets, vacation requests, education requests, travel claims, expense claims) as per required time frames.

Requirements

Post-secondary education in health, social, behavioural science or related field
Minimum of three years’ experience working with people with mental illness and/or addictions and/or working in a social services field
Valid Driver’s Licence: minimum G2 class and access to a vehicle for personal transportation
Current, satisfactory Police Vulnerable Sector Check (PVSC)
Demonstrated ability to attend work regularly
University Degree in health, social, behavioural science or related field (preferred)
Current registration and in good standing with an appropriate college (OCSWSSW, CNO, COTO, CRPO, CPSO, or CPO) (preferred)
ASIST Training (preferred)
Certification in CPR and First Aid (preferred)
Experience in volunteer management, community development or project management (preferred)
Experience working within crisis, helpline, or 24/7 service environments (preferred)
Knowledge of psychiatric medications (preferred)
Knowledge and experience managing schedules is an asset
Knowledge of psychosocial rehabilitation concepts and applications (preferred)
Knowledge of harm reduction approaches related to addictions (preferred)
Knowledge of current mental health treatment practices, crisis and suicide intervention skills training (preferred)
Knowledge of community resources (preferred)
Demonstrated good judgment and strong organizational skills
Crisis intervention experience
Demonstrated ability to defuse potential conflict situations
Demonstrated ability to form strong partnerships with other agencies, hospitals, organizations
Flexibility and adaptability to changing needs and circumstances
Ability to motivate staff and volunteers
Good working knowledge of computer office technology such as word-processing, spreadsheets, database records, internet and e-mail resources, etc. and ability to perform basic financial and documentation requirements related to activities and programs
Knowledge of electronic client records systems (preferred)
Bilingual in both official languages (preferred)

Skills

Psychosocial rehabilitation
Recovery-oriented framework
Crisis intervention
Volunteer management
Program administration
Quality improvement
Service coordination
Staff supervision
Volunteer supervision
Mentoring
Coaching
Performance management
Communication
Recruitment
Screening
Interviewing
Training
Development
Retention
Onboarding
Orientation
Scheduling
Record keeping
Debriefing
Community outreach
Program planning
Problem-solving
Referral screening
Service access
Client flow
Resource coordination
Policy implementation
Procedure implementation
Coordinated care planning
Community partner collaboration
Conflict resolution
Documentation review
Administrative processes
Data management
Meeting facilitation
Database maintenance
Facility management
Committee representation
Special project management
Community engagement
Public awareness
Supply ordering
Accreditation standards
Professional practice standards
Privacy legislation compliance
File auditing
Quality assurance activities
Electronic health record systems
Program technology troubleshooting
IT liaison
Continuous quality improvement
PHIPA compliance
Health and safety
Time sheet completion
Vacation request processing
Education request processing
Travel claim processing
Expense claim processing

Location

London, Ontario (London Zone)

Work Type

Full-Time
Contract (Approximately 12 months)

Experience Level

Minimum of three years’ experience working with people with mental illness and/or addictions and/or working in a social services field

Education Level

Post-secondary education in health, social, behavioural science or related field
University Degree in health, social, behavioural science or related field (preferred)

Salary/Compensations

Starting rate for this role is $32.24 per hour (Level 1)
Grid progression based on seniority up to Level 8 ($39.60 per hour)

Benefits

Immediately eligible for optional enrolment in the Healthcare of Ontario Pension Plan (HOOPP)
9% in lieu of benefits

About the Company

Canadian Mental Health Association Thames Valley Addiction and Mental Health Services

Equal Opportunity

We welcome and encourage applications from all members of our community including persons of any gender, gender identity, gender expression, or sexual orientation, Indigenous persons, and members of visible minorities.
If you require accommodations related to a disability at any point during the recruitment process, please contact Human.Resources@cmhatv.ca.