Coordinator, Supportive Response, Crisis and Access

CMHA Thames Valley Addiction and Mental Health Services • London, ON

6d • CA$32 - CA$40 • Onsite

About The Position

The Coordinator, Supportive Response Programs is responsible for supporting the day-to-day operations of Supportive Response services, including volunteer-based crisis and support programs, staff/volunteer supervision, program administration, quality improvement, and service coordination. Working within a psychosocial rehabilitation and recovery-oriented framework, the coordinator provides leadership and operational support to staff, volunteers, mentors, and placement students to ensure the delivery of high-quality, compassionate, person-centered services. The coordinator supports Program Managers and Directors in program oversight, staffing, service access, volunteer engagement, recruitment, training, quality assurance, and implementation of organizational initiatives. The position serves as a key resource for staff and volunteers, helping to maintain effective service delivery, program consistency, and a positive team environment. The coordinator does not maintain a regular client caseload. Consider revitalizing your career and making a difference in your community by joining our team!

Requirements

• Post-secondary education in health, social, behavioural science or related field (primary proof of credentials will be required during the hiring process i.e. original degree/diploma or official transcript)
• 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
• Police Vulnerable Sector Check Requirements: Successful candidates must have a Police Vulnerable Sector Check completed in the last six months.

Nice To Haves

• University Degree in health, social, behavioural science or related field
• Current registration and in good standing with an appropriate college (OCSWSSW, CNO, COTO, CRPO, CPSO, or CPO)
• ASIST Training
• Certification in CPR and First Aid
• Experience in volunteer management, community development or project management
• Experience working within crisis, helpline, or 24/7 service environments
• Knowledge of psychiatric medications
• Knowledge and experience managing schedules is an asset
• Knowledge of psychosocial rehabilitation concepts and applications
• Knowledge of harm reduction approaches related to addictions
• Knowledge of current mental health treatment practices, crisis and suicide intervention skills training
• Knowledge of community resources
• 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, 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
• Bilingual in both official languages, preferred; Une préférence sera accordée aux personnes possédant des compétences dans les deux languages officielles du Canada

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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree