We’re Hiring a Volunteer & Support Lines Coordinator

We’re hiring a Volunteer & Support Lines Coordinator to join our Community Engagement team!

• This is a full-time position under the supervision of the Volunteer & Support Lines Manager, and reports to the Director of Community Engagement and Co-Chief Executive Officers (Co-CEOs). The two positions of Volunteer & Support Lines Coordinator and the Volunteer & Support Lines Manager form the Volunteer Services program, within the Community Engagement department.

   

  All work at the Sexual Assault Centre of Edmonton (SACE) will reflect the mission statement and philosophical beliefs of the organization. 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.

   

  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 Volunteer & Support Lines Coordinator is responsible for assisting in overseeing the operation of the Volunteer Services program as well as the daily operations and coverage 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 https://www.sace.ca/sace-services/support-and-information-line/

   

  For more information on the various volunteer roles within the SACE Volunteer Services program, please visit https://www.sace.ca/volunteer/

   

  Responsibilities:

  Volunteer & Staff Support

  • Assisting with volunteer recruitment procedures, including application assessment, interviewing, and conducting readiness appraisals;
  • Coordinating and facilitating biannual volunteer training for SIL/One Line volunteers and new SACE staff, alongside the Volunteer & Support Lines Manager;
  • Creating and facilitating volunteer and staff feedback evaluations;
  • Providing ongoing supervision, coaching, debriefing support, and performance feedback to volunteers;
  • Providing ongoing coaching, debriefing support, and performance feedback to SACE staff, as it pertains to their SIL/One Line responsibilities;
  • Assisting with volunteer engagement, relations, and creative retention strategies, including: organizing up to 2 volunteer social events per year and supporting volunteer-led initiatives;
  • Facilitating and planning monthly SIL/One Line volunteer meetings, alongside the Volunteer & Support Lines Manager;
  • Conducting volunteer recognition practices through formal and informal avenues (e.g., thank you cards, tokens of appreciation, celebrating achievements, etc.);
  • Maintaining accurate volunteer files;
  • Coordinating volunteer scheduling and coverage of community booths and fundraising events;

   

  Support Lines Coordination and Operation

  • Auditing all phone, text, and chat conversations and providing feedback to volunteers and staff, as needed;
  • Ensuring consistent volunteer and staff coverage of the lines, including: monitoring shift attendance, managing last-minute volunteer absences/no-shows, and step-in coverage to ensure the support lines are never left unstaffed during operational hours;
  • Overseeing the daily operations of the SACE Support & Information Line and the northern hub of the Alberta One Line, including:
    • Facilitating comprehensive risk assessments;
    • Monitoring repeat callers/chatters, and setting formal boundaries (including consulting the SACE Clinical team as needed);
    • Providing phone, text, and chat support intervention;
    • Providing after hours on-call support as needed;
  • Creating daytime and Afterhours SACE staff schedules for on-call support;
  • Coordinating 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);
  • Serving as a SACE representative on the inter-agency One Line Operations Committee;
  • Note: This position accrues significant overtime due to on-call responsibilities, which is compensated with time off in lieu.

   

  Program Administration

  • Collaborating on the writing of various funding and program reports as required;
  • Engaging in ongoing evaluation, development, and revision of Volunteer Services programming, policies and procedures, and initiatives, with the Volunteer & Support Lines Manager;
  • Supporting various fundraising initiatives for SACE including casinos, and other fundraising events;
  • Assisting with records information management for the Volunteer Services program;
  • Updating and maintaining Support Lines program documents, including: risk assessment flow charts, confidential caller sheets, and SACE on-call manuals;
  • Developing and updating training materials;
  • Ensuring departmental expenses fall within the existing budget and financial guidelines, with the Volunteer & Support Lines Manager;
  • Other duties as required.

   

  Minimum required qualifications:

  • Experience in a similar role is preferred; post-secondary degree or diploma in a related field considered an asset;
  • Strong data literacy, with the ability to manage, organize, and secure digital assets within the Microsoft 365 ecosystem and relational databases;
  • Strong interpersonal and communication skills;
  • Strong active listening, empathy, and support abilities;
  • Experience with group facilitation and public speaking;
  • Experience providing empathetic, high-quality support to vulnerable individuals or populations facing significant crisis and adversity;
  • Completion of SACE Support and Information Line or other similar training is considered a strong asset.

   

  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 can 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);
  • Ability to manage an unpredictable, shifting schedule and excel in a high-demand role;
  • Aligns with our core belief that sexual violence is a societal abuse of power, bringing an intersectional, survivor-centric approach that honors individuals as the experts of their own unique healing journeys while championing barrier-free, inclusive, and community-driven support.

   

  What SACE offers: 

  • $60,000 annual salary;
    • SACE is a certified Alberta Living Wage Employer.  This certification reflects our commitment to our staff. Supporting survivors starts with supporting our team – ensuring they are valued, respected, and paid fairly.
  • Health benefits (extended health, 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;
  • Staff professional development hours and budget;
  • Staff appreciation initiatives;
  • Mileage reimbursement for community work;
  • Open door policy.

  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 BIPOC communities, members of 2SLGBTQ+ communities, and people with disabilities. If we can make this easier through accommodation in the recruitment process, please contact us at info@sace.ca.   

  Eligibility:  We understand that clients who have accessed our services may want to work at SACE and ask that it has been at least two years since your last engagement with either counselling or Support and Information Line services before applying. It is important that your employment with SACE does not compromise your healing or create an ethical dilemma regarding a dual relationship with your previous counsellor.    

  Closing date: Sunday, August 9, 2026

  Interview dates: August 31 – September 3, 2026. Interviewees will be contacted by August 20, 2026 for a half-hour phone interview and to book an interview time. The successful candidate will be informed by September 14, 2026.

  Position start date: September 28, 2026

  To apply: Interested candidates are asked to submit a cover letter outlining why they think they are the right candidate for this position, with a resume, and contact information of three (3) professional references including name, job title, phone number, and email address. Resumes submitted without a cover letter will not be considered.

  Please send resume and cover letter to info@sace.ca, Attn: Selection Committee – Volunteer & Support Lines Coordinator.

   

  We thank all who apply; only those selected to be interviewed will be contacted.