Website: www.findhelp.ca

Position Type: Full Time

Location: Hybrid

Application Deadline: October 2, 2026

Why Findhelp?

For over 60 years, Findhelp has been the essential bridge connecting people to the social, health, and community support they need. Every year, our work impacts millions:

- 300,000+ direct connections made via phone and chat
- 2,000,000+ digital visits across our web platforms
- 60,000+ community programs navigated across Ontario, New Brunswick, Newfoundland & Labrador, Manitoba, and beyond

We don’t just connect people to help in moments of need, but we turn rich community data into actionable insights that shape public policy and power local planning. When you build your career here, you’re not just taking a job, you’re strengthening the social 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 The Coordinator, Special Initiatives position provides an chance to address real and systemic barriers to services that may be amplified by poverty, inequity and intersecting personal identities. The position builds equity and inclusion in our communities through overall leadership, management and coordination of day-to-day activities of 211 and various specialty lines. This is a fast paced and outcomes-oriented position that requires an ability to problem solve, adapt, respond and learn to deliver client centered, intercultural and trauma informed services

This position will help to provide service navigation for our inquiry services and support special initiatives, and the management team in Inquiry Services with the departmental and agency operations, including supporting the front line Community Resource Navigators with: coaching, mentoring, training, and the day-to-day responsibilities when they are answering the various services.

You’ll continue to be a member of a dynamic team that welcomes new opportunities which makes a difference to the communities we serve and furthers our vision – People Connected. Communities. Strengthened.

This is a hybrid position that requires a weekly in-office presence at Findhelp’s office location and is not eligible for full-time remote work

How You’ll 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 position requires a commitment to working a rotating schedule – including mornings, afternoons and overnights on weekdays, weekends, and public holidays, in a repeating four-week schedule according to the needs of the agency’s 24/7 Inquiry Services department

This Full-Time position consists of 140 hours of work in a four-week period. Hourly rate is $36.76.

Belonging at Findhelp

We believe that a diverse team brings the perspective needed to support diverse communities. Findhelp is dedicated to an inclusive, equitable workplace where everyone feels safe, valued, and empowered.

We actively encourage applications from equity-deserving group including Indigenous, racialized communities, 2SLGBTQIA+ and gender-diverse individuals, and persons with disabilities.

Need Accommodations?

We are committed to a barrier-free hiring process. If you require any accommodation at any stage, let us know at [email protected]. We’re happy to work with you.

Ready to Apply?

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

Internal applicant are encouraged to apply by the deadline: September 23, 2026.

Additional Information: This position is part of CUPE Local 3173.

We sincerely thank every applicant for taking the time to share their journey with us.

To respect everyone’s time, only candidates selected for an interview will be contacted.

📌 Coordinator, Special Initiatives (Toronto)
🏢 Findhelp Information Services
📍 Toronto