We’re hiring a Support Lines Coordinator to join our Community Engagement team!
The Sexual Assault Centre of Edmonton (SACE) is a not-for-profit, charitable organization that supports children, youth, and adults who have experienced sexual abuse or assault, and educates the public about sexual violence. All work at the SACE will reflect the mission statement and philosophical beliefs of the organization.
We offer a friendly and warm work environment and we are looking for someone in this position to work weekly Monday to Thursday. Flexibility to work weekday evenings and weekends is a requirement.
The Support Lines Coordinator is a full-time position under the direct supervision of the Volunteer & Support Lines Manager, with the two positions forming the Volunteer Services program, within the Community Engagement department.
The Support Lines Coordinator is responsible for overseeing the daily operations of two specialized sexual violence support lines, the SACE Support & Information Line (phone line) and the northern hub of Alberta’s One Line for Sexual Violence (phone, text, and chat line). These two support lines provide support to those who have been impacted by sexual violence and are primarily answered by volunteers. The lines operate daily from 9 a.m. to 9 p.m.
For more information on the support lines, please visit the Support & Information Line page.
For more information on the various volunteer roles within the SACE Volunteer Services program, visit the Volunteer page.
Please note that the SACE office will be relocating to Princeton Place (10339 124 Street) in the summer of 2023.
Responsibilities of the Support Lines Coordinator include:
Support Lines Management
- Oversee the daily operations of the SACE Support and Information Line, and the northern hub of the One Line;
- Coordinate with other agencies to ensure the optimal functioning of the One Line, including with the Association of Alberta Sexual Assault Services (AASAS) and Calgary Communities Against Sexual Abuse (CCASA);
- Coordinate with the University of Alberta Sexual Assault Centre (UASAC) for text and chat support;
- Participate in the inter-agency One Line Operations Committee;
- Prepare reporting and data analysis for funding, government, press, and ad hoc purposes;
- Logistical troubleshooting and coordination with the web developer for the lines system;
- Ensure volunteer and staff coverage of the line;
- Create staff schedules for on-call support;
- Audit all phone, text, and chat conversations;
- Facilitate comprehensive risk assessments;
- Monitor repeat callers/chatters, and set formal boundaries (including consulting the Clinical team as needed);
- Provide phone, text, and chat support intervention;
- Provide after hours on-call support as needed.
- This position accrues significant overtime due to on-call responsibilities, which is compensated with time off in lieu.
Volunteer & Staff Support
- Assist the SACE Volunteer & Support Lines Manager with duties such as:
- Volunteer recruitment;
- Coordinate and facilitation of biannual training (spring and fall);
- Create volunteer and staff feedback evaluations;
- Evaluate and revise volunteer policies and procedures;
- Supervise, coach, and performance management of volunteers;
- Volunteer engagement, including monthly meetings and events;
- Volunteer recognition through informal and formal means;
- Maintenance of volunteer files;
- Provide performance feedback to volunteers and staff;
- Provide debrief support for volunteers and staff.
- Collaborate on the writing of various funding and program reports as required;
- Organize and support various fundraising initiatives for SACE including bingos, casinos, and other fundraising events;
- Assist with records information management for the Volunteer Services program;
- Develop and update training materials;
- Manage departmental expenses within the existing budget and financial guidelines;
- Assist with the implementation of a new volunteer management software system;
- Other duties as required.
Minimum required qualifications:
- Experience working with databases and software systems;
- Experience in a similar role is preferred; post-secondary degree or diploma in a related field is considered an asset;
- Strong interpersonal and communication skills;
- Strong active listening, empathy, and support abilities;
- Proficiency in Microsoft 365 and Google Workspace;
- Experience with facilitation and public speaking.
The ideal candidate:
- Is familiar with the issue of sexual violence and with trauma-informed and anti-oppressive approaches to support and violence prevention;
- Has experience managing databases and software systems;
- Is highly organized and detail-oriented, with strong analytical and critical thinking skills;
- Is solution-focused and has the ability to troubleshoot technical complications;
- Has a strong ability to learn information technology systems and able to facilitate training of systems;
- Has experience in project management;
- Is comfortable providing direct performance feedback to volunteers and peers;
- Is comfortable with public speaking and communicates effectively in both written and verbal form;
- Is able to work and develop relationships with a wide range of people, both within and outside of the organization;
- Is comfortable working collaboratively with other staff and organizations;
- Is adaptable and open to change;
- Is creative and innovative in developing new and unique ways to improve the effectiveness and efficiency of the volunteer services and support lines program;
- Is familiar with risk assessments (suicide, domestic violence, child abuse).
What SACE offers:
- A competitive salary commensurate with accreditation;
- Full health benefits paid by SACE (extended health, vision, dental, and drugs) for staff and dependents;
- A four-day work week, Mondays through Thursdays, and closed every Friday;
- Generous paid vacation time (starting with three weeks);
- Additional two-weeks’ paid annual office closure over the winter holiday break, usually aligning with school district closures;
- Currently offers a hybrid home/office work model;
- A work culture that values collaboration, respect, and kindness;
- Strong focus on staff wellness and work-life balance;
- Generous staff professional development hours and budget;
- Staff appreciation days;
- Mileage reimbursement for community work;
- Open door policy.
Interested candidates are asked to submit a cover letter outlining why you think you are the right candidate for this position, with a resume, and three (3) professional references. Resumes submitted without a cover letter will not be considered.
We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, members of Black, racialized or visible minority communities, Indigenous Peoples, people identifying as 2SLGBTQ+, and people with disabilities. If we can make this easier through accommodation in the recruitment process, please contact us at email@example.com.
Closing date: Thursday, March 23, 2023.
Phone interviews: Interviewees will be contacted by March 31 to complete a half-hour phone interview and book an interview time.
Interview dates: Week of April 3, most likely Monday and Tuesday, April 3 and 4. Interviews are currently conducted via Zoom.
Offer of employment: The successful candidate will be informed by April 13.
Position start date: Monday, May 1, 2023
Support and Information Line training dates: The successful candidate will be asked to attend the SACE Support and Information Line training on Tuesday and Thursday evenings, and some Saturdays, in May and June 2023. The staff will be compensated for these training hours with time off in lieu (TOIL).
To apply: Please send resume and cover letter to firstname.lastname@example.org, Attn: Selection Committee – Support Lines Coordinator.
We thank all who apply; only those selected to be interviewed will be contacted.