Employee Working Location: Partially Virtual / Hybrid (BC, Canada)
Employment Status: Permanent Full-time
The Canadian Red Cross (Red Cross) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

• Responsible for the facilitation of the friendly calls and wellness call programs to participants ages 18+ throughout the province of Alberta
• Responsible for the work force plan, volunteer resource processes and training and development of a team of 80-90 volunteers, strategically located across the province, to facilitate a virtual support call center service.

ensure the provision of wellness and friendly calls to all older adult HELP (Health Equipment Loan Program) clients (age 18+). They will ensure the calls remain professional in the provision of information and referrals relating to the needs identified by clients.

• Ensure wellness/friendly call client tracker is completed. Contributing to statistical collection and data resourcing into Community Health and Wellness Innovation strategies.
• Engage in community outreach with other organizations to promote FCP (Friendly Calls Program) services and initiatives. Strengthen collaboration and coordination through communication, relationship building, and active participation in community networks. Support partnerships that align with program goals and enhance service delivery.
• Develops provincial based volunteer Work Force Plan in accordance with Volunteer Resource Management processes and tools.
• In conjunction with Volunteer Engagement Manager, will participate in/or facilitate regular recruitment activities ensuring volunteer work force numbers are maintained
• Directly onboards, manages, trains, evaluates, and recognizes the virtual support team volunteers
• Ensures volunteers are placed appropriately and an ongoing support and tracking system is in place to provide direction, service evaluation, debriefing and de-escalation as required.
• Ensures adequate sign in and tracking of volunteer hours
• Creates team and individual work plans and shift scheduling to ensure regular, efficient, and solutions-based calls are being made
• Ensures program objectives align into measurable outcomes for evaluation and growth
• Ensures that there is an effective system for communication between volunteers and staff to provide cohesive service delivery
• Facilitates on-going volunteer’s personal development opportunities that enhance awareness, understanding and capacity to provide wellness checks and make appropriate referrals during sensitivity needs (de-escalations, violence prevention, suicide awareness etc.)
• Supports volunteers through individualized development and training paths to increase leadership capacity and cross-functional opportunities
• Develops and keeps current, program resources, tools, scripts, and documents required for the successful facilitation of virtual support team protocols
• Fosters a supportive team environment through critical reflection of the work, aligning with best practices, policies, and procedures
• Maintains the program according to project plan, monitors and evaluates the program according to project plan. Makes regular adjustments to meet/increase target outcomes.
• Reviews wellness/friendly call tracker regularly for quality assurance standards, uses the tool to enhance services required
• Facilitates all report running and data entry in databases as required.
• Continues to expand opportunities to receive community referrals through volunteer engagement strategies
• Researches, develops, and keeps current a community information resource tool/guide for reference during wellness checks
• Participates as a member of the Friendly Calls geo/central teams as required