Coordinator, Special Initiatives

Findhelp Information Services; Toronto; Hybrid; CAD 85,411,000 - 99,187,000; Full time

Job summary

Findhelp Information Services is seeking a Coordinator, Special Initiatives to lead strategic planning for contact centre services in the Toronto area. You will oversee the Toronto Community Crisis Service, coordinate data reporting, and support front-line navigators with coaching and training.

The role emphasizes equity, trauma-informed practice, and collaborative, cross-functional work across our 24/7 inquiry services.

Qualifications

• Equity, Diversity & Social Inclusion awareness and anti-oppression frameworks.
• Crisis Intervention & Trauma-informed care expertise.
• Technical proficiency with social service databases and cloud-based tools.
• Problem-solving, decision-making under pressure and multitasking.
• Team leadership, coaching and staff development.

Responsibilities

• Collaborate with management on strategic planning and implementation for contact centre services.
• Oversee service delivery for Toronto Community Crisis Service (TCCS).
• Build partnerships with non-profits to expand community supports.
• Coordinate administration, meetings, scheduling and operational planning.
• Analyze department statistics for funders and stakeholders.
• Provide coaching and continuous training to frontline Navigators.
• Manage crisis calls, dispatch teams and provide referrals.
• Operate consoles and liaise with agencies and crisis teams.

Job description

Website: www.findhelp.ca

Position Type: Full Time

Location: Hybrid

Application Deadline: October 2, 2026

Why Findhelp?

For over 60years, Findhelp has been the essential bridge connecting people to the social,health, and community support they need. Every year, our work impacts millions:

• 300,000+ direct connections made viaphone and chat
• 2,000,000+ digital visits across ourweb platforms
• 60,000+ community programs navigatedacross Ontario, New Brunswick, Newfoundland & Labrador, Manitoba, andbeyond

We don’t justconnect people to help in moments of need, but we turn rich community data intoactionable insights that shape public policy and power local planning. When youbuild your career here, you're not just taking a job, you're strengthening thesocial safety net.

Life at Findhelp

• Work with Purpose: Direct, tangible impact on real human lives every day.
• Continuous Development: Generous support for skills training, workshops, and careeradvancement.
• Culture First: A supportive, collaborative culture built on psychological safety,organizational wellness, and shared success.

The Opportunity

TheCoordinator, Special Initiatives position provides an opportunity to addressreal and systemic barriers to services that may be amplified by poverty,inequity and intersecting personal identities. The position builds equity andinclusion in our communities through overall leadership, management andcoordination of day-to-day activities of 211 and various specialty lines.

This is a fastpaced and outcomes-oriented position that requires an ability to problem solve,adapt, respond and learn to deliver client centered, intercultural and traumainformed services

This positionwill help to provide service navigation for our inquiry services and supportspecial initiatives, and the management team in Inquiry Services with thedepartmental and agency operations, including supporting the front lineCommunity Resource Navigators with: coaching, mentoring, training, and theday-to-day responsibilities when they are answering the variousservices.

You’llcontinue to be a member of a dynamic team that welcomes new opportunities whichmakes a difference to the communities we serve and furthers our vision – PeopleConnected. Communities. Strengthened.

This is a hybridposition that requires a weekly in-office presence at Findhelp's officelocation and is not eligible for full-time remote work

How You'll Make an Impact:

The Role:

Strategic & Operational Leadership

• Collaborate with the management teamon strategic planning, communications, and implementation for all contactcentre services.
• Oversee and ensure overall servicedelivery excellence for the Toronto Community Crisis Service (TCCS).
• Identify, build, and sustainpartnerships with non-profit organizations and sector leaders to expandcommunity support networks.
• Assist with departmentadministration, team meeting facilitation, scheduling, and operationalplanning.

Data Analysis & Reporting

• Coordinate, analyze, and trackdepartment statistics to prepare regular and ad hoc operational reportsfor funders, partners, and key stakeholders.

Team Coaching & Support

• Provide coaching, mentoring,continuous training, and day-to-day operational guidance to frontlineCommunity Resource Navigators.

Crisis Response & Line Operations

• Manage incoming calls across Findhelpand TCCS lines, assessing caller needs to initiate prompt, effectively health crisis interventions.
• Dispatch Community Crisis Teams (CCT)designated zones or provide accurate mental health referrals andinformation.
• Prioritize and organize high-volumeincoming crisis calls to ensure rapid, high-quality service delivery.
• Fulfill all standard duties andresponsibilities of a Community Resource Navigator.

Console Operations & Agency Liaison

• Operate computerized communicationconsoles and dispatch equipment efficiently, delivering clear,professional information to police personnel, public callers, and crisisteams.
• Maintain radio contact with Anchoragencies, proactively troubleshooting and resolving technical orcommunication issues as they arise.

What You Bring:

Equity, Diversity & Social Inclusion

• Anti-Oppression & Social Justice:In-depth understanding of systemic social inequities and barriers toaccessing social services faced by equity-seeking and Indigenouscommunities; deeply committed to anti-oppression and anti-racismframeworks.
• Self-Reflection & Allyship:Strong capacity for self-reflection regarding personal power andprivilege, with a demonstrated commitment to allyship and understandingintersectional lived experiences (including Black, Indigenous, racialized,2SLGBTQIA+, disabled, and marginalized religious communities).

Crisis Intervention & Clinical Best Practices

• Trauma-Informed Care: Advancedexpertise in trauma-informed mental health best practices, includingsuicide prevention, harm reduction, gender-based violence support, andcomprehensive risk assessment.
• De-Escalation & Crisis Handling:Proven ability to manage complex, high-acuity situations and apply stronginterpersonal skills to calm upset or frustrated callers across phone,chat/text, email, and in-person channels.

Technical & Technical Systems Proficiency

• Database & Software Navigation:Strong proficiency in navigating social service databases with specializedexpertise in iCarol search operations.
• Technical Troubleshooting: Proficientin cloud-based applications, general computer navigation, and basichardware/software troubleshooting under pressure.

Problem-Solving & Work Management

• Decisiveness Under Pressure: Strongcreative problem-solving skills with the ability to make independent,sound service decisions in fast-paced environments.
• Multitasking & Composure: Provenability to prioritize competing demands, manage high call volumes, andmaintain professional composure in demanding scenarios.

Teamwork, Leadership & Growth

• Collaborative Mindset: Positive,high-energy team player who thrives both independently and collaborativelyon new services, existing workflows, and special projects.
• Feedback & ContinuousImprovement: Receptive to constructive feedback with a strong commitmentto continuous professional development.

Languages & Communication

• Multilingual: Proficiency inadditional languages alongside fluent English is an asset.

Education, certifications &qualifications

• Education: Degree or Diploma inSocial Services, Social Work (BSW preferred), Psychology, or a relatedfield.
• Certifications: CurrentInformUSA/InformCanada Community Resource Specialist (CRS) certification(or immediate eligibility for certification).
• Work Experience: Minimum of two yearsof relevant work experience within the social services sector.

Salary/Shift Schedule

This positionrequires a commitment to working a rotating schedule – including mornings,afternoons and overnights on weekdays, weekends, and public holidays, in arepeating four-week schedule according to the needs of the agency’s 24/7Inquiry Services department

This Full-Timeposition consists of 140 hours of work in a four-week period. Hourly rate is$36.76.

Belonging at Findhelp

We believethat a diverse team brings the perspective needed to support diversecommunities. Findhelp is dedicated to an inclusive, equitable workplace whereeveryone feels safe, valued, and empowered.

We activelyencourage applications from equity-deserving group including Indigenous, racialized communities, 2SLGBTQIA+ and gender-diverse individuals, andpersons with disabilities.

Need Accommodations?

We arecommitted to a barrier-free hiring process. If you require any accommodation atany stage, let us know at [e-mail]. We're happy to work with you.

Additional Information: This position is part of CUPE Local 3173.

We sincerelythank every applicant for taking the time to share their journey with us.

To respecteveryone's time, only candidates selected for an interview will be contacted.