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Bilingual Senior Coordinator, Tobacco Cessation, Canadian Cancer Society

Hamilton, Ontario
Deadline July 10, 2015

Imagine working for an organization that exists to create a world where no Canadian has to fear cancer. At the Canadian Cancer Society, our teams include people just like you: dynamic, innovative, empowered, passionate and committed to creating real change.

As Canada’s largest national health charity and leader in the fight against cancer, the Canadian Cancer Society has had more impact in more communities than any other cancer charity:

We spearhead life-saving research. As the largest national charitable funder of cancer research in Canada, the Society has invested more than one billion dollars in research so far, and efforts have led to breakthroughs that revolutionize the way cancer is diagnosed, treated and prevented.

We empower people facing cancer with free information and support services for patients and their families. Since 1996 the Canadian Cancer Society Cancer Information Service has helped more than one million Canadians with their cancer-related questions.

We lead change for a healthier Ontario. The Canadian Cancer Society has been a forceful and persistent voice on the tobacco control front, and efforts have led to laws that prohibit smoking in public spaces and workplaces, ban cigarette displays and vending machines and help control contraband.

The Society also mobilizes a community of fighters – 60,000 volunteers in Ontario alone – to help deliver programs, organize fundraising events, push change through government and fuel prevention efforts.

All of this is made possible through our ground-breaking fundraising programs and campaigns such as Relay For Life and Daffodil Month, as well as the unwavering support of our corporate partners and donors.

Be part of our team and make the biggest difference in the fight against cancer as a:

Bilingual Senior Coordinator, Tobacco Cessation (Primary Focus: Coaching)
Hamilton, ON
Regular, Full-Time
Reference #: OHPE 603

An Exciting Opportunity

Responsible for the effective coordination and day-to-day service delivery activities (online and telephone) of Smokers’ Helpline. Provides support, guidance and direction to service delivery staff to ensure efficient allocation of resources while maintaining quality of service standards.

Primary Responsibilities

  • Acts as the primary staff person responsible for assignment of work, project coordination, troubleshooting and problem solving, escalating to the manager as appropriate.
  • Provides daily support and guidance to service delivery staff by providing feedback, monitoring adherence to established protocols, troubleshooting, etc. Keeps manager apprised of challenges or issues and escalates where appropriate.
  • Ensures the quality of services by monitoring calls and overseeing the online moderation, providing feedback reports to staff and the manager. Provides coaching and support to staff on a regular basis to enhance counseling, customer service and efficiency.
  • Monitors and communicates to staff on the progress of challenging clients. Conducts client debriefs with staff, reviews and makes recommendations on challenging client cases, approves client case plans and incident reports, and communicates with staff and Manager as appropriate
  • Responsible for coordinating and implementing projects and new service delivery related initiatives. This involves getting input and providing updates to staff and larger SHL team.
  • Coordinates and participates in the delivery of staff training, including contributing to the revision of training materials
  • Other projects/duties as assigned

Health and Safety Responsibilities

  • Works in compliance with the provisions of The Occupational Health & Safety Act and its regulations
  • Reviews and complies with the Health and Safety Policy


  • Post-secondary education in the health or social services area and/or a combination of minimum 3 years education and/or related experience.
  • Demonstrated experience in coaching and providing leadership to a team.
  • Strong interpersonal skills including experience with team building
  • Strong counseling skills using motivational interviewing techniques and cognitive behavioural approaches.
  • Knowledge of behaviour change theory with regard to tobacco cessation is required.
  • Able to communicate effectively, both in writing and verbally, in English and French
  • Demonstrated organizational and time management skills
  • Demonstrated experience in coordination or project management
  • Demonstrated ability to take initiative and be pro-active, especially in the areas of process improvement and optimization
  • Strong ability to problem-solve and reach sound resolutions
  • Working knowledge of MS Office (Word/Excel/Outlook) and experience with databases
  • A Criminal Records Check is required
  • Knowledge of Canadian Cancer Society policies and procedures would be an asset
  • Non-smoker

Working Conditions

  • Works within a contact centre environment with noise, distractions and interruptions
  • Periods of high call volume
  • Interaction with a diverse client group, including clients with a wide range of emotions
  • Sits for extended periods, Significant computer use
  • Increased level of stress during high call volume periods and when handling challenging calls
  • Open availability/flexible schedule as regular evening and weekend work is required
  • Flexibility to work additional hours as required to meet service needs
  • Occasional overnight travel required

What We Offer

The Society offers meaningful opportunities to make an impact in the fight against cancer.  We are committed to fostering a culture that is inspiring, supportive and exemplifies our core values:

Caring   Courage   Integrity   Progressive

In return for your contributions, we offer an attractive compensation package that encompasses a salary in the low-mid 50k range, excellent benefits and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.

How to Apply

Qualified non-smokers are invited to send their resume and cover letter, quoting the reference OHPE 603 in the subject line of the email by July 10, 2015, to:

Canadian Cancer Society, Ontario Division
Human Resources Department

We thank all applicants for their interest and advise that only those selected for an interview will be contacted. No phone calls, please.

The Canadian Cancer Society provides equal opportunity in employment and encourages applications from all qualified persons.

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