The Wellness Check-in Caller Volunteer, through phone-based communications to the Health Equipment Loan program (HELP) clients, conducts a wellness check via phone calls, during which the primary focus is to inquire about the individual’s overall wellbeing through equipment usage and home injury recouperation. Additionally, the wellness check serves as an opportunity to connect clients with relevant community resources, tailored to their specific needs. Throughout this process, the utmost respect for the client’s dignity and privacy is maintained, fostering a trusting and compassionate setting that encourages open communication and effective support.

- Complete wellness phone calls to adults age 18+ – ensuring calls remain professional and confidential in the provision of information and referrals
- Record call/ client trackers and statistical information
- Provides community-based research and updates Community Resources manuals ensuring current and appropriate referrals are identified that contributes to the ongoing safety and wellbeing of HELP clients
- Facilitates all onward referral processes into the Friendly Calls program as is applicable and requested by the HELP client
- Complete all calls in a private and confidential space
- Observes and promotes the purpose of the Canadian Red Cross Society, and the goals and principles of the International Red Cross and Red Crescent Movement
- Represents the Society in a professional manner by providing efficient management of all telephone calls to clients




- Perform other duties as may be required – flexibility to support other programs with check-in and/or friendly calls
- Reports on any issues or concerns identified during the check-in process
- Maintain regular communication with Senior Coordinator and report any issues or safety concerns related to equipment usage
- Aid clients who need support with equipment and redirect them to the applicable HELP Depot
- Completion of the tracker right after each call, as required
- Facilitate appropriate referral and/or escalation processes in all issues related to HELP client protection and other indicators of safety or health concerns
- Maintains addition of a wellness call completion note on WZ HELP Database after each call, as required
- Contributes to statistical data collection on a regular basis
- Completes an assigned volume of calls through a regular scheduled period
- All employees and volunteers are responsible for keeping the workplace safe and adhering to safety rules and procedures from their provincial Occupational Health and Safety Acts
- Participation and completion promotion of mandatory health and safety education/orientation




- Participation and promotion of respectful communication between all personnel and clients to ensure a healthy and safe workplace
- Aware of and adheres to policies and procedures related to health, safety and quality matters to ensure employee, volunteer and client safety
- Ensures all near-misses, incidents and accidents are promptly and accurately reported to the Senior Coordinator or designate
- Participating in discussions regarding safety awareness during team meetings
- Regularly contributes to opportunities to share best practices, suggestions for change and strategies that ensure caller effectiveness and client wellbeing
- Participates in regular team meetings, volunteer debrief and other team building activities
- Maintains the highest level of client information confidentiality in Wellness Call service delivery

Age Requirements

Must be 18 years old or above

Other Requirements

- High school diploma and/or relevant work experience
- This position requires a police information check with vulnerable sector
- Strong and advanced English based communication skills, second language in an asset
- Strong listening, interpersonal, customer service and empathy skills
- Positive, enthusiastic attitude with strong people skills
- Punctual and strong organization skills
- Commitment and clear understanding of privacy and confidentiality
- Excellent interpersonal skills with demonstrated ability to deal with internal and external program stakeholders
- Good computer skills with experience in Microsoft Word, Excel, Outlook and Teams &l;

📌 Wellness Check-in Caller Volunteer (Lethbridge)
🏢 Volunteer Lethbridge
📍 Lethbridge