Position: Guest Services Coordinator
Reports to: Program Manager, The Bridge
Organization: Canadian Mental Health Association Hastings Prince Edward

ABOUT US:

The Canadian Mental Health Association Hastings Prince Edward (CMHA HPE) provides a wide range of services and programs to support individuals aged 16 and older in achieving their mental health and addiction recovery goals. Committed to promoting mental wellness and resilience, CMHA HPE offers crisis intervention, addiction services, and mental health support, ensuring everyone in the community has access to the resources they need to feel well. By fostering inclusive and supportive environments, CMHA HPE empowers individuals to lead fulfilling and healthy lives. For more information, visit CMHA HPE.

POSITION SUMMARY:

The Guest Services Coordinator (GSC) oversees the daily operations of The Bridge’s frontline services, ensuring the delivery of safe, respectful, and accessible support for clients and staff. This role provides direct supervision of staff, students, and volunteers, modeling trauma-informed and culturally responsive care practices. The GSC is responsible for managing site logistics, responding to crises, coordinating with community partners, and maintaining program resources and supplies. They support the Program Manager by stepping into leadership duties when required, including scheduling, reporting, and administrative tasks. The role also involves promoting client and staff safety, facilitating training, and enhancing service delivery through collaboration and innovation. Work is conducted in a dynamic environment that requires sound judgment, adaptability, and a commitment to equity and inclusion.

QUALIFICATIONS & EXPERIENCE:

• Degree or diploma in Social Work, Psychology, Justice Studies, or a related field
• Minimum five years’ experience working with individuals experiencing homelessness, addiction, and/or concurrent disorders
• Minimum two years of supervisory or management experience in a community or residential setting
• Current certification in First Aid and CPR
• Certification in Non-violent Crisis Prevention (NVCI)
• Certification in Mental Health First Aid or ASIST is an asset
• Strong knowledge of addiction, mental health, and related community services
• Familiarity with the Personal Health Information Protection Act (PHIPA)
• Proven ability to work independently and collaboratively in team settings
• Demonstrated leadership and mentoring abilities in a high-pressure environment
• Skilled in crisis de-escalation and conflict resolution
• Excellent verbal and written communication skills
• Strong customer service orientation with the ability to handle sensitive and complex situations professionally
• Highly organized with effective time-management and prioritization skills
• Proficient in Microsoft Office and client database systems
• Experience in volunteer coordination, training, and staff onboarding
• Ability to represent the organization on committees and in the community professionally
• Demonstrated commitment to anti-oppressive, equity-driven practices
• Experience using client management systems and digital tools for service coordination.
• Must possess a valid Ontario Driver’s License and have regular access to a reliable vehicle, and provide proof of adequate vehicle insurance, and clear driver’s abstract.
• Required to provide a satisfactory criminal reference check with vulnerable sector screening prior to employment

Please refer the Job description for details