Coordinator, Supportive Response, Crisis and Access

Full‑time contract position (approximately 12 months) in London, Ontario (London Zone).

Overview

The Coordinator supports the day‑to‑day operations of Supportive Response services, including volunteer‑based crisis and support programs. Responsibilities include staff and volunteer supervision, program administration, quality improvement, and service coordination within a psychosocial rehabilitation and recovery‑oriented framework.

What We're Offering

- What you'll be making – Starting rate $32.24 per hour (Level 1). Successful external applicants start at Level 1 with grid progression up to Level 8 ($39.60 per hour). Internal applicants will be placed according to the Collective Agreement.
- When you'll work – 70 hours biweekly; Monday‑Friday, 8:30 am to 4:30 pm with a 1‑hour unpaid break.
- Your pension plan – Immediately eligible for optional enrollment in the Healthcare of Ontario Pension Plan (HOOPP).
- Benefits – 9% in lieu of benefits.

Responsibilities

- Support of Direct Service/Volunteer Teams
- Assist the Manager with organizing and directing the day‑to‑day work of staff, volunteers, mentors, and placement students.
- Serve as the primary point of contact for Supportive Response volunteers and mentors.
- Provide supervision, mentoring, coaching, and support to staff, volunteers, and students.
- Monitor team dynamics and address concerns in consultation with the Manager.
- Offer constructive, respectful, and recovery‑oriented feedback.
- Assist with performance evaluations and performance‑management processes.
- Act as a resource regarding challenging situations, crisis intervention, client support approaches, documentation requirements, and program concerns.
- Facilitate effective communication among staff, volunteers, managers, and community partners.

- Volunteer Program Coordination

- Collaborate with the Volunteer and Student Placement Coordinator and Manager to recruit, screen, interview, train, develop, and retain volunteers.
- Build, maintain, and monitor an active volunteer pool for adequate 24/7 coverage.
- Coordinate volunteer onboarding, orientation, training, and mentorship activities.
- Oversee and support Volunteer Mentors and match mentors with volunteers.
- Schedule volunteer shifts and maintain coverage for services.
- Track volunteer engagement, participation, and service hours.
- Maintain electronic volunteer personnel files and records.
- Conduct volunteer debriefing, coaching, and development sessions.
- Participate in community outreach events and volunteer recruitment activities.
- Address volunteer performance concerns and support resolution processes.
- Complete audits and analysis to identify recruitment and retention needs.

- Operations

- Support daily program planning, coordination,



problem‑solving, and service delivery.
- Screen referrals and determine program suitability.
- Review service access requests, waitlists, and client flow processes.
- Coordinate assignment of referrals and resources to ensure appropriate service matching.
- Support development and implementation of program initiatives, policies, and procedures.
- Ensure continuity, consistency, and quality of services across program areas.
- Support coordinated care planning and collaboration with community partners.
- Resolve scheduling conflicts and reallocate staff and volunteer resources as needed.
- Assist with recruitment, hiring, orientation, and training of staff and volunteers.
- Monitor staffing and volunteer coverage requirements and respond proactively to gaps.
- Provide leadership during emergency situations and support debriefing processes.

- Administrative and General Responsibilities

- Assist with documentation review and administrative processes.
- Maintain accurate program, volunteer, and service statistics.
- Coordinate and facilitate meetings, prepare agendas and minutes, and support follow‑up actions.
- Maintain databases, volunteer records, and program tracking systems.
- Address facility concerns and collaborate with internal departments as required.
- Represent the program on committees and working groups as assigned.
- Undertake special projects and assignments as directed by the Manager or Director.
- Support community engagement and public awareness initiatives.
- Coordinate and/or order program supplies.

- Documentation, Quality Assurance and Compliance

- Ensure documentation meets organizational standards, accreditation requirements, and privacy legislation.
- Conduct file audits, documentation reviews, and quality assurance activities.
- Monitor volunteer and staff documentation within electronic health record systems and other program databases.
- Provide support and troubleshooting related to electronic documentation systems and other program technology; liaise with IT services as required.
- Identify documentation trends and provide feedback for continuous quality improvement.
- Ensure confidential information is managed in accordance with PHIPA and organizational policies.
- Support accreditation, health and safety, and quality improvement activities.
- Complete other required documentation (e.g., monthly time sheets, vacation requests, education requests, travel claims, expense claims)



within required time frames.

Requirements

- Post‑secondary education in health, social, behavioural science or related field (primary proof of credentials required).
- Minimum of three years’ experience working with people with mental illness and/or addictions and/or in a social services field.
- Valid driver’s licence (minimum G2 class) and access to a vehicle.
- Current, satisfactory Police Vulnerable Sector Check (PVSC).
- Demonstrated ability to attend work regularly.

Preferred Qualifications

- University degree in health, social, behavioural science or related field.
- Current registration and in good standing with an appropriate college (OCSWSSW, CNO, COTO, CRPO, CPSO, or CPO).
- ASIST training.
- Certification in CPR and First Aid.
- Experience in volunteer management, community development or project management.
- Experience working within crisis, helpline, or 24/7 service environments.
- Knowledge of psychiatric medications.
- Knowledge and experience managing schedules.
- Knowledge of psychosocial rehabilitation concepts and applications.
- Knowledge of harm reduction approaches related to addictions.
- Knowledge of current mental health treatment practices, crisis and suicide intervention skills training.
- Knowledge of community resources.
- Demonstrated good judgment and strong organizational skills.
- Crisis intervention experience.
- Demonstrated ability to defuse potential conflict situations.
- Demonstrated ability to form solid partnerships with other agencies, hospitals, organizations.
- Flexibility and adaptability to changing needs and circumstances.
- Ability to motivate staff and volunteers.
- Good working knowledge of computer office technology such as word‑processing, spreadsheets, database records, internet and e‑mail resources, and ability to perform basic financial and documentation requirements related to activities and programs.
- Knowledge of electronic client records systems.
- Preferred bilingual in both official languages.

Internal Applicants

Current staff members should apply using their @cmhatv.ca or @slwar.ca email address.

Application Deadline

July 20, 2026.

Equal Opportunity Employment

We welcome and encourage applications from all members of our community including persons of any gender, gender identity, gender expression, or sexual orientation, persons with disabilities, Indigenous persons, and members of visible minorities. If you require accommodations related to a disability at any point during the recruitment process, please contact

Legal Notifications

- Full business name: Canadian Mental Health Association Thames Valley Addiction and Mental Health Services.
- Artificial Intelligence is not currently employed in our recruitment processes.

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📌 Coordinator, Supportive Response, Crisis and Access (London)
🏢 CMHA Thames Valley Addiction and Mental Health Services
📍 London