Coordinator, Special Initiatives

Website:

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 socialhealth and community support they need. Every year our work impacts millions:

• 300000 direct connections made via phone and chat
• digital visits across our web platforms
• 60000 community programs navigated across Ontario New Brunswick Newfoundland & Labrador Manitoba and beyond

We dont 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 youre not just taking a job youre 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 career advancement.
• 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 povertyinequity 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 solveadapt 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.

Youllcontinue 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 Findhelps officelocation and is not eligible for full-time remote work

How Youll Make an Impact:

The Role:

Strategic & Operational Leadership

• Collaborate with the management team on strategic planning communications and implementation for all contact centre services.
• Oversee and ensure overall service delivery excellence for the Toronto Community Crisis Service (TCCS).
• Identify build and sustain partnerships with non-profit organizations and sector leaders to expand community support networks.
• Assist with department administration team meeting facilitation scheduling and operational planning.

Data Analysis & Reporting

• Coordinate analyze and track department statistics to prepare regular and ad hoc operational reports for funders partners and key stakeholders.

Team Coaching & Support

• Provide coaching mentoring continuous training and day-to-day operational guidance to frontline Community Resource Navigators.

Crisis Response & Line Operations

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

Console Operations & Agency Liaison

• Operate computerized communication consoles and dispatch equipment efficiently delivering clear professional information to police personnel public callers and crisis teams.
• Maintain radio contact with Anchor agencies proactively troubleshooting and resolving technical or communication issues as they arise.

What You Bring:

Equity Diversity & Social Inclusion

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

Crisis Intervention & Clinical Best Practices

• Trauma-Informed Care: Advanced expertise in trauma-informed mental health best practices including suicide prevention harm reduction gender-based violence support and comprehensive risk assessment.
• De-Escalation & Crisis Handling: Proven ability to manage complex high-acuity situations and apply strong interpersonal 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 specialized expertise in iCarol search operations.
• Technical Troubleshooting: Proficient in cloud-based applications general computer navigation and basic hardware/software troubleshooting under pressure.

Problem-Solving & Work Management

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

Teamwork Leadership & Growth

• Collaborative Mindset: Positive high-energy team player who thrives both independently and collaboratively on new services existing workflows and special projects.
• Feedback & Continuous Improvement: Receptive to constructive feedback with a strong commitment to continuous professional development.

Languages & Communication

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

Education certifications &qualifications

• Education: Degree or Diploma in Social Services Social Work (BSW preferred) Psychology or a related field.
• Certifications: Current InformUSA/InformCanada Community Resource Specialist (CRS) certification (or immediate eligibility for certification).
• Work Experience: Minimum of two years of relevant work experience within the social services sector.

Salary/Shift Schedule

This positionrequires a commitment to working a rotating schedule including morningsafternoons and overnights on weekdays weekends and public holidays in arepeating four-week schedule according to the needs of the agencys 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 .Were happy to work with you.

Ready to Apply

Please submityour resume and a short cover letter (500 words or less) by deadline.

Internalapplicant are encouraged to apply by the deadline: September 23 2026.

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 respecteveryones time only candidates selected for an interview will be contacted.

Please visit our careers page to see more job opportunities.