Senior Coordinator-Friendly Calls

Canadian Red Cross; New Brunswick; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Canadian Red Cross in Canada is seeking a Senior Coordinator for Friendly Calls to coordinate planning, execution, and continuous improvement of community programs with Indigenous communities, partners, and volunteers.

You will serve as the primary liaison for internal and external stakeholders, manage resources, and help deliver services that meet community needs while upholding CRC standards and policies. This hybrid role fosters collaboration and impact.

Qualifications

• Minimum 4–5 years' experience plus 1–2 year post-secondary certification or diploma.
• Active in Indigenous networks with commitment to Indigenous knowledge systems.
• Proficiency in Microsoft Office applications, SharePoint and databases.
• Ability to identify problems, analyze root causes, and develop solutions.
• Communication, diplomacy and empathy to advise stakeholders and resolve escalations.
• Experience in program/service coordination, including plans, budgets, and evaluations.
• Experience in managing client relationships and ensuring satisfaction.
• Fluency in English; French or Indigenous language skills are highly desirable.

Responsibilities

• Build and maintain relationships with community organizations, partners, and vendors.
• Work with Indigenous communities to ensure Friendly Calls meet cultural safety needs.
• Serve as a key contact for internal and external stakeholders.
• Coordinate planning and delivery of program activities.
• Ensure services align with CRC standards and community needs.
• Coordinate technical support requests and access to resources.
• Collaborate with internal teams to meet community needs.
• Oversee deployment of resources for program delivery.
• Support training for staff and volunteers.
• Maintain a centralized library of standards, processes, and tools.
• Ensure proper documentation and storage of program data for compliance.
• Track outcomes and report on performance to stakeholders.
• Prepare regular reports and assist with data collection for evaluations.
• Identify areas for process improvement and recommend changes.
• Contribute to development of new program strategies and solutions.
• Provide guidance to staff and volunteers, ensuring they are trained and motivated.

Skills

Communication skills

Diplomacy

Empathy

Problem solving

Client relationships

Indigenous knowledge sensitivity

Education

Post-secondary certification or diploma

Tools

Microsoft Office

SharePoint

Databases

Job description

Title: Senior Coordinator-Friendly Calls

Employee Working Location: Partially Virtual / Hybrid (New Brunswick)

Employment Status: Temporary – Full Time (12 months)

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 with Indigenous 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.
• Active in broader Indigenous networks and has an enduring commitment to sharing and advancing knowledge derived through Indigenous knowledge systems including balancing Western and Indigenous world views.
• 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 and French.
• 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).