Position Title: Coordinator, Vision Mate Intake Operations 

Full Time, Contract

Location: Victoria, BC  

Reports To: Program lead, Vision Mate and Volunteer operations

I. Scope and Summary of Primary Responsibilities

The Coordinator, Vision Mate Intake Operations provides program support for CNIB's Vision Mate Program, with a primary focus on supporting participants and volunteers throughout British Columbia and Yukon while contributing to national Vision Mate operations as required.

Reporting to the Program Lead, Vision Mate and Volunteer Operations, the Coordinator is responsible for providing support and coordination of the day-to-day intake, onboarding, screening, and matching processes for Vision Mate participants and volunteers within the framework of CNIB's philosophy, policies, procedures, standards, and values.

The role includes planning, organizing, and supporting participant and volunteer intake activities, maintaining accurate records, facilitating onboarding processes, and collaborating with staff across departments to improve service delivery and volunteer engagement. The coordinator works to ensure timely participant support, efficient volunteer onboarding, and successful Vision Mate matches that enhance independence, inclusion, and community participation for people who are blind, Deafblind, or have low vision.

II. ESSENTIAL FUNCTIONS

The position entails, but is not limited to the following general responsibilities:

Program Coordination and Operations

Support CNIB's commitment to participant and volunteer engagement by:

• Supporting the ongoing development and implementation of Vision Mate intake, onboarding, screening, and matching processes to improve participant and volunteer experiences.
• Coordinating participant intake activities, including responding to inquiries, conducting intake interviews, collecting documentation, and assessing participant needs.
• Monitoring Vision Mate applications and referrals, reviewing eligibility requirements, and ensuring timely follow-up.
• Supporting volunteer onboarding processes, including intake interviews, reference checks, criminal record check coordination, and required documentation collection.
• Tracking participant and volunteer documentation in Salesforce, including intake forms, waivers, consent forms, interview records, code of conduct acknowledgements, and other required records.
• Coordinating and facilitating virtual orientations and onboarding sessions for participants and volunteers as required.
• Making referrals within Salesforce to appropriate staff members and programs.
• Supporting participant-volunteer matching activities by assessing participant needs, volunteer interests, availability, location, and compatibility.
• Monitoring active matches and conducting follow-up activities to support participant satisfaction and volunteer retention.
• Supporting stewardship, engagement, and retention initiatives for Vision Mate participants and volunteers.
• Identifying opportunities to streamline processes and improve service delivery outcomes.
• Assisting with program reporting, data collection, and outcome tracking.
• Performing general administrative duties as required.

 Participant and Volunteer Support

• Provide timely, professional, and accessible customer service to participants, volunteers, family members, caregivers, and community partners.
• Respond to inquiries and provide information regarding Vision Mate services, eligibility, onboarding requirements, and program expectations.
• Exercise sound judgment when addressing participant or volunteer concerns and escalate issues appropriately.
• Promote a positive and inclusive experience for all participants and volunteers.

III. Qualification

Knowledge and Skill Requirements  

• Excellent relationship-building and interpersonal skills.
• Excellent oral and written communication skills.
• Strong organizational and time-management abilities.
• Ability to work independently while effectively managing multiple priorities.
• Flexible and adaptable within a dynamic program environment.
• Professional attitude with strong initiative and attention to detail.
• Demonstrated customer service and problem-solving skills.
• Working knowledge of Microsoft Office applications, including Word, Excel, Outlook, Teams, and presentation software.
• Ability to maintain confidentiality and exercise sound judgment.
• Personal or professional experience relating to blindness, low vision, Deafblindness, accessibility, or disability inclusion is considered an asset.
• Knowledge of volunteer engagement practices is considered an asset.

Experience and Education

• College diploma, university degree, or equivalent experience in Program Coordination, Volunteer Management, Human Services, Community Development, Project Management, Administration, or a related field.
• Minimum one year of related experience in program coordination, volunteer engagement, customer service, community services, administration, or a related field.
• Experience working with volunteers and community-based programs is considered an asset.
• Experience using Salesforce or other client relationship management systems is considered an asset.

 Work Environment

• Hybrid position based in Victoria, British Columbia.
• Combination of remote work and in-office responsibilities as determined by operational needs.
• Frequent use of computers, telephones, Salesforce, and virtual communication platforms.
• Regular interaction with participants, volunteers, staff, and community partners.
• Occasional evening or weekend work may be required.
• Occasional travel within the region may be required.

CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.