Senior Coordinator, Friendly Calls Program

Canadian Red Cross; Saskatoon; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

The Canadian Red Cross is seeking a Senior Coordinator for the Friendly Calls Program to lead and oversee a virtual support call center across Saskatchewan. This role coordinates 140–180 volunteers and ensures timely, compassionate wellness and friendly calls for adults 18+.

You will develop schedules, maintain records, partner with community organizations, and drive program resources and training. Some travel within the province and a hybrid work arrangement in Saskatoon are expected.

Qualifications

• Minimum 4–5 years' experience in program coordination or related role.
• 1–2 year post-secondary certification or diploma, or equivalent.
• Proven ability to manage stakeholder relationships and service delivery.

Responsibilities

• Lead the facilitation of friendly and wellness calls for Saskatchewan participants 18+.
• Oversee a volunteer workforce of 140–180 across the province and coordinate a virtual support call center.
• Develop and maintain program resources, tools, and documentation.
• Maintain accurate records and databases to ensure data quality.
• Engage community partners to promote services and enhance delivery.
• Schedule shifts and create team plans to ensure consistent coverage.

Skills

Communication skills

Problem solving

Empathy

Team leadership

Education

Post-secondary certificate/diploma (1-2 years)

Tools

Microsoft Office

SharePoint

Databases

Job description

Title: Senior Coordinator – Friendly Calls Program
Employee Working Location: Partially Virtual / Hybrid (Saskatoon, SK)
Employment Status: Temporary, Full-time (18-Month)
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.

In this role, you will:

• Responsible for the facilitation of the friendly calls and wellness calls to participants 18+ throughout the province of Saskatchewan.
• Responsible for the work force plan, volunteer resource processes and training and development of a team of 140-180 volunteers, strategically located across the province, to facilitate a virtual support call center service.
• Manage and maintain accurate records and databases to ensure information is organized, reliable and up to date.
• Develops and maintains current program resources, tools and documentation required for successful delivery and facilitation of the FCP (Friendly Calls Program)
• Engage in community outreach with other organizations to promote FCP (Friendly Calls Program) services and initiatives.
• Strengthen collaboration and coordination through communication, relationship building, and active participation in community networks. Support partnerships that align with program goals and enhance service delivery.
• Facilitates ongoing volunteer’s personal development opportunities that enhance awareness, understanding and capacity to provide friendly calls checks and make appropriate referrals during sensitivity needs (de-escalations, violence prevention, suicide awareness etc.)
• Creates team and individual work plans and shift scheduling to ensure regular, efficient, and solution-based calls are being made.

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 provide guidance to program staff and volunteers, ensuring they are trained and supported
• Ability to demonstrate compassion, empathy and understanding for individuals with differing cognitive and physical abilities or those experiencing stressful situations
• Ability to identify opportunities for process creation and/or improvement to enhance efficiency and effectiveness in service delivery

Working Conditions:

• Adapt work priorities to support emergency responses efforts by maintaining availability for virtual or in-person deployment.
• Valid Driver's License. Some travel around the province is required.
• Some weekend or shift work may be required.
• As we work with and support people and communities across 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).