Supervisor, HELP

Canadian Red Cross; Kelowna; On-site; CAD 65,000 - 85,000; Full time

Job summary

Canadian Red Cross in Kelowna, BC, is seeking a Supervisor for the Health Equipment Loan Program to lead staff and volunteers, oversee HELP operations, and maintain client records. This permanent full-time role requires a 2-year diploma, 3+ years in supervision, and strong coaching and communication skills.

Travel to other HELP locations, occasional overtime, and a pre-employment screening are expected. The role reports to the Partner Services Manager and involves coordinating with Interior

Qualifications

• Completion of a 2-year post-secondary diploma or equivalent with 3+ years of related experience.
• Minimum 3 years' experience supervising employees.
• 2+ years in frontline customer service; experience in high-volume call center is an asset.
• Strong coaching and meeting facilitation skills.
• Experience with diverse populations and external stakeholders in health care.
• Valid BC Driver’s license.
• Proficient with Word, Excel, PowerPoint, Visio, Teams, SharePoint and Outlook.

Responsibilities

• Recruit, train, supervise, evaluate, support and coach staff and volunteers.
• Oversee day-to-day operations of HELP and Partner Services, including equipment provision and record maintenance.
• Monitor service delivery to meet performance standards and quality control; recommend improvements.
• Collaborate with Interior Health and represent HELP at regional governance meetings with health officials.
• Develop procedures and practice standards related to contracts and services.
• Coordinate with Medical Equipment Distribution Supervisor to allocate resources.
• Maintain solid working relationships with internal and external stakeholders.
• Assist with resolving building maintenance and IT issues with support staff.

Skills

Coaching

Team leadership

Customer service

Communication

Discretion & diplomacy

Data analytics

Education

Two-year post-secondary diploma

Tools

Microsoft Office Suite

SharePoint

Teams/Outlook/Visio

Job description

Title : Supervisor- Health Equipment Loan Program

Employee Working Location : In-person (Kelowna, BC)

Employment Status : Permanent Full-time

The Canadian Red Cross (CRC) – 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

• Recruit, train, supervise, evaluate, support and coach staff and volunteers
• Oversee the day-to-day operations of HELP, Partner Services, including the provision of medical equipment, maintenance of client/loan records, overdue equipment and waitlist management.
• Monitors program delivery to ensure meeting performance standards and quality control; analyzes program service delivery; recommends improvements.
• Develop and maintain strong, proactive working relationships with Interior Health and ensure appropriate communication between HELP and Interior Health representatives to resolve program challenges, service delivery issues and discuss program needs.
• In collaboration with the Partner Services Manager, represent the Red Cross HELP Program at regional governance meetings with Interior Health Representatives; this includes preparing materials, statistical and program operational data as well as other materials as requested by the Partner Services Manager.
• Participate in the development and ensure implementation of procedures and practice standards related to contract and/or agreed services.
• Monitor program delivery to ensure performance standards and quality control; evaluate means of achieving goals and objectives; analyzes service delivery and makes recommendations for improvement.
• Collaborate with Medical Equipment Distribution Supervisor to ensure resources are allocated to meet services and HELP priorities.
• Maintain solid working relationships with internal and external stakeholders.
• Work with support staff to resolve building maintenance and IT issues.

What we are looking for

• Completion of a 2-year post-secondary diploma in a related field and a minimum of 3 years of job-related work experience, or an equivalent combination of education and experience.
• Minimum of 3 years' experience supervising employees.
• Minimum 2 years working in front line customer service; experience working in a high-volume call center an asset
• Strong coaching skills.
• Experience facilitating meetings and collaborating with external stakeholders, preferably within health care.
• Proven experience working with a diverse population.
• Valid BC (British Columbia) Driver`s license required.
• Experience working with customized databases.
• Conflict management and resolution skills.
• Strong computer skills, including competence in Word, Excel, PowerPoint, Visio, Teams, SharePoint and Outlook programs.
• Demonstrated ability to work with a high degree of discretion and diplomacy.
• Strong cross functional communication skills (written and oral in English).
• Self-Motivated and proven ability to work independently.
• Able to lift and carry 50 lbs.
• Flexibility - ability to adapt to changing circumstances in a fast-paced environment and manage teams through change.
• Ability to review and apply data analytics to recognize trends or deviations.
• Experience with health contract management is considered an asset.
• Experience working with health equipment is considered an asset.
• Experience working with and reporting to a remote supervisor is considered an asset.
• Experience supervising remote employees is considered an asset.
• Experience in evaluating and increasing operational efficiencies is considered an asset.
• Willing and able to take First Aid Certification (training provided) is considered an asset.

Working Conditions

• 35-hour work week (Monday to Friday), with the majority of work performed in an office environment.
• Must be able to travel to our other HELP locations, as needed.
• Occasional requirement to work overtime hours, often with short notice.
• 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).