Coordinator, CSPS Volunteer and Stakeholder Engagement
Full Time, Contract Position (2)
The Canadian Mental Health Association is seeking qualified applicants for 2 Coordinators to join its National Office, to work on the Canadian Suicide Prevention Service (CSPS), for a one-year contract with the possibility of renewal. The Coordinator position works closely with the teams that oversee responder training and supervision. This includes the Crisis Services Canada (CSC) Operations team as well as the local distress centre Volunteer and Operations staff. This role requires highly motivated individuals that are effective at driving progress in an environment that is sometimes ambiguous and complex.
Position summary: The Coordinator, CSPS Volunteer and Stakeholder Engagement, contributes to the objectives of the Canadian Suicide Prevention Service (CSPS), by increasing and retaining volunteer responder capacity and supporting stakeholder engagement. CSPS is a partnership between Canadian Mental Health Association (National Office), Centre for Addiction and Mental Health (CAMH) and Crisis Services Canada (CSC), supported by funding from the Public Health Agency of Canada; to enhance and expand the existing network of distress centres. CSPS is composed of community-based Member Distress Centres that respond to incoming crisis calls and texts, as well as a centrally managed virtual “back up hub” which provides additional back up capacity to help manage surges and variability in call volume across the network.
About CMHA: Founded in 1918, the Canadian Mental Health Association (CMHA) is the most established, most extensive community mental health organization in Canada. Through a presence in more than 330 communities across every province and one territory, CMHA provides advocacy and resources that help to prevent mental health problems and illnesses, support recovery and resilience, and enable all Canadians to flourish and thrive. Our vision is a Canada where mental health is a human right. In 2021, CMHA was chosen as one of Canada’s best places to work by Forbes magazine.
Location: The role is based out of the CMHA National office in Toronto although staff are currently working remotely.
Vision for the role:
Reporting into the National Manager, CSPS Stakeholder Engagement, and working closely with the CSPS project team and Member Distress Centers, the vision for the position is to:
- Support CSPS member sites with their volunteer needs (e.g. recruitment, engagement, retention).
- Recruit and support retention of a pool of “back up hub” volunteers.
- Centralize volunteer engagement activities as needed (e.g. volunteer wellness opportunities, recognition for volunteers).
- Facilitate standard responder based KPI collection and reporting to increase our collective ability to generate insights.
- Build upon member site expertise and crisis line best practices with volunteers, to provide tools and resources to support member sites.
- Facilitate identifying and implementing efficiencies and synergies made available through a network model.
- Assess collective CSPS volunteer demographics in comparison to target populations and consider opportunities to identify and recruit volunteers from priority and/or gap populations.
- Support the broader community engagement needs of the project.
- Support day-to-day operations by working closely with lateral roles, managing and enhancing the recruitment of volunteers to support the Member Distress Centres and back up hub:
- Support and/or centrally manage recruitment from posting through to interviewing and selecting, for both the back up hub and Member Distress Centres, as needed.
- Support implementation and maintenance of a CRM to track volunteer contacts, records, and communication.
- Support and/or manage relevant surveys and data gathering practices, from planning and deployment through to analysis and recommendations. This includes tools such as pre & post training surveys, exit interviews and needs assessments.
- Develop and/or update process documentation as required and work with lateral roles to enhance as appropriate.
- Flexible to take on aspects of training and/or supervision over time, dependent upon direct crisis line responder experience.
- Work with the project team to support the preparation and implementation of an environmental scan and needs assessment of distress centres, as required.
- Work collaboratively with the other volunteer recruiters to meet the goals of the program.
- Continuous improvement in collaboration with Member Distress Centres, and the CSPS team to identify and support opportunities to enhance back up hub and/or collective efforts, including creating efficiencies and enabling consistency, where appropriate.
- Create a workgroup with Member Distress Centre Volunteer Managers, to provide insights into challenges and opportunities related to recruiting and retaining volunteers.
- Support a community of practice for volunteers.
- Identify most effective criteria and KPIs to measure and track volunteer recruitment and retention.
- Collate and/or undertake research to understand needs and interests of volunteers.
- Establish/expand processes to measure and track key volunteer metrics, to facilitate increased insight generation and continuous improvement.
- Align volunteer recruitment and processes where possible, between the back up hub and member distress centres.
- Identify opportunities to leverage potential efficiencies of a network.
- Identify and implement other potential volunteer roles.
- Collaborate with member distress sites and the CSPS project team to develop (or build on existing) and pilot initiatives to support volunteer belonging, emotional support, and support continuous learning to be used by the back up hub, and any local Distress Centres as desired.
- Build on existing Distress Centres programs, build a recognition framework, to be used by the back-up hub, and any local Distress Centres as desired.
- Provide practical implementation support to Network recognition efforts where possible (i.e. acquiring gifts and donations; developing automated reminders for milestones to be recognized).
- Leverage and integrate relevant CSPS strategies, initiatives, and assets into plan development.
- Participate in big picture strategy & planning and work as part of the Responder Capacity Workgroup to:
- Plan and implement a collaborative process, with Member Distress Sites and CSPS project team, to develop a volunteer plan to enhance our collective success, including initiatives to improve volunteer quality and quantity, and initiatives to improve collective resource efficiency.
- Undertake research among existing member site and other countries/services (e.g. US, UK, KHP) to collect data and identify (best) practices across the continuum.
- Understand service user needs, particularly as it relates to diverse populations and health equity (via member site data, market research, expert opinion, literature).
- Collaborate and co-design with Member sites.
- Engage with Community Stakeholders and/or People with Lived Experience as required, in support to the project, such as:
- Support the onboarding of new centres and/or other solutions to build collective capacity and geographic reach.
- Understand capacity, strengths, weaknesses, and interests among non-member distress centre/crisis lines, including investigation of service delivery potential with organizations representing priority populations (e.g. French language, LGBTQ2S, First Nations, Inuit and Metis).
You should have:
- Degree in Social Work, Human Resources, Human Services, Business or a comparable mix of education and experience.
- Experience as a responder or recruiter within a distress/crisis centre environment is considered a significant asset.
- Experience collaborating with community groups and organizations to identify needs and opportunities, to coalesce around a shared vision.
- Experience managing stakeholder relationships.
- Experience with recruiting and training, particularly in a not-for-profit environment, considered an asset.
- Experience building relationships with diverse or marginalized communities, is considered an asset.
- Health/mental health care and/or not-for-profit experience preferred.
- Demonstrated understanding of mental health, recovery and crisis intervention is an asset.
- Understanding of and experience in diversity, inclusion, equity, and accessibility.
- Knowledge of adult learning methodologies and instructional/educational techniques is an asset.
- Expert working knowledge using Microsoft Office product suite required.
- Health care and mental health system knowledge an asset.
Your mindset and key skills should include:
- Ability to foster relationships with professionalism, diplomacy, and trust.
- Ability to develop and deliver action plans with clear goals and timelines.
- Results-oriented, with ability to anticipate and solve challenges or barriers.
- Self-starter with high degree of initiative, resourcefulness, and productivity.
- Highly developed organizational skills and attention to detail.
- Analytical and innovative thinker, with good information gathering skills.
- Comfortable with ambiguity and change.
- Flexible and a willing to roll up sleeves and manage administrative work while at the same time able to handle higher level tasks.
- Passionate about mental health.
- Bilingual (French & English) would be an asset for the role.
Compensation: $58,000 per year commensurate with level of education, credentials, and experience; benefits and a flexible work environment.
Working conditions: This is a full-time position, working standard office hours (currently 35 hours/week). This position functions in a normal office environment, using typical office equipment, with extended periods of sitting, telephone interaction and/or working at a computer and no unusual physical demands. During the COVID pandemic, National staff are primarily working virtually.
Are you a fit?
If you are interested in applying for the role, please submit a PDF copy of your resume along with a cover letter to email@example.com by May 14, 2021. We thank you for your interest and please note that only those identified for an interview will be contacted.
To learn more about CMHA, visit: www.cmha.ca
CMHA is committed to our workforce reflecting the diversity of the communities within which we work. As such, we encourage applications from persons with disabilities, members of visible minorities, First Nations, Inuit, and Métis people, people of all sexual orientations and genders, and others who may contribute to the diversity of our staff.