Coordinator, Client Experience & Logistics

Coordinator, Client Experience and Logistics

Reports To:    Manager, Client Delivery

Department:     Opening Minds

Status:    Fixed-Term Contract (12 Months)

Location:    Ottawa, ON (hybrid, in-office twice per week) or Remote

Application Deadline:    June 19, 2026

Starting Salary Range:             $55,500 - $62,029

ORGANIZATIONAL BACKGROUND

The Mental Health Commission of Canada (MHCC) is a non-profit charity organization created to focus national attention on mental health issues and to work to improve the health and social outcomes of people living with mental illness.

The Commission is seen as a leader nationally and internationally in several areas. Building upon the work done to date, the core mandate, and the unique position of the Commission, and guided by Changing Directions Changing Lives: The Mental Health Strategy for Canada, the Commission will focus in the areas of substance use, suicide prevention, population-based initiatives, and engagement. This prioritization will enable the Commission to be successful in meeting its mandate, staying focused, and having a measurable impact for those living with mental illness and their families and caregivers.

POSITION OVERVIEW

As a key member of the Opening Minds team, the Coordinator, Client Experience and Logistics plays a central role in delivering exceptional service and seamless coordination across all program offerings. This position ensures that every client interaction—from course registration to post-delivery follow-up—is handled with care, precision, and professionalism.

Acting as the logistical hub for our national training programs, the Coordinator works closely with internal teams, facilitators, and external partners to ensure that all operational elements are executed to the highest standard. This role is ideal for someone who thrives in a fast-paced environment, is passionate about client service, and has a keen eye for detail.

KEY RESPONSIBILITIES

Client Experience & Support

* Serve as the primary point of contact for clients, participants, and facilitators regarding logistics and delivery. 
* Respond to inquiries and resolve issues in a timely, professional, and client-focused manner (within 2 business days). 
* Ensure a smooth and positive experience for all stakeholders throughout the course lifecycle.

Course Coordination

* Coordinate logistics for all Opening Minds program offerings, including scheduling, venue arrangements, virtual platform setup, and material distribution. 
* Prepare and track facilitator contracts and ensure timely communication of course assignments. 
* Manage travel and accommodation arrangements for facilitators, when applicable. 
* Oversee the shipment and tracking of course materials.

Operational Excellence

* Collaborate with the Client Experience team to ensure all deliverables are met on time and within scope. 
* Prepare and track moderator contracts. 
* Monitor and process invoices and payments related to course delivery. 
* Maintain accurate records and documentation to support reporting and continuous improvement.

Team Collaboration

* Support internal communications and coordination across departments to ensure alignment and efficiency. 
* Contribute to the development and refinement of logistics processes and client service standards. 
* Provide support for moderator chats and other virtual learning environments as needed.

Other duties as assigned, in support of the team’s evolving needs.

SKILLS AND EXPERIENCE

* Experience in project management, program coordination, and logistics 
* Experience working in the mental health field is an asset 
* High degree of confidence, being the main point of contact for client inquiries 
* High-level proficiency with MS Teams, Zoom and Salesforce 
* High-level proficiency with Microsoft Office 
* Ability to work in a high-pressure environment with aggressive timelines 
* Highly motivated and able to work independently 
* Results-driven 
* Attention to detail

QUALIFICATIONS

* Bachelor’s Degree or a diploma in an administrative program and 2 years' experience. An equivalent combination of experience and education may be considered. 
* Highly organized, with superior problem-resolution and analytical skills 
* High level of interpersonal and customer service skills 
* Bilingualism (French/English) strongly preferred

COMPETENCIES

* Values and Ethics 
* Respectful of Diversity 
* Continuous Learning 
* Results Management 
* Teamwork and Cooperation 
* Oral/Written Communication 
* Health, Safety and Wellness (Physical and Psychological) 
* See Commission Competency Framework – Employee Level, Organizational and Core for details.

PHYSICAL/COGNITIVE DEMANDS:

* Moderate periods of time spent in meeting type settings  
* Extended visual requirements (5 plus hours) due to computer related work 
* Extended periods of time spent in sitting position (computer work, meetings etc. 5 plus hours) 
* High requirement for multi-tasking and effectively dividing attention to numerous duties and responsibilities 
* High degree of concentration required  
* Highly attentive to details 
* Low level exposure to extended travel requirements (up to 10% and greater at times) and extension of workday beyond 7.5 hours 
* High analytical and interpretive requirements 
* Must be comfortable working virtually and in open space environments 
* Must be able to work effectively from home temporarily or as needed; including the availability of reliable internet and working environment (desk, chair etc.); please note that the Commission does not reimburse for internet, utilities or other home office type expenses including desks, chairs etc.

PSYCHOLOGICAL DEMANDS:

* Continuously deadline driven requirements  
* Moderate level exposure to stress resulting from complex interactions, stakeholder relations, and output requirements. 
* Moderate level requirement to maintain concentration for extended periods of time in order to maximize stakeholder engagement, perform situational strategic analysis and interpretation of data and minimize errors. 
* Capacity to effectively organize and prioritize own work. 
* Moderate to high degree of emotional intelligence required in order to develop and maintain good relationships, communicate clearly, influence and inspire others, work well in a team, and manage conflict. 
* Responsive to possible rapid changes in priorities.  
* Adaptable to change (organizational and environmental) 
* Performance goals and objectives are established yearly and regularly reviewed.

Land Acknowledgement

The Head Office of the Mental Health Commission of Canada is located on the unceded, traditional Territory of the Algonquin Anishinaabe Nation, in what is now called Ottawa, Ontario.  We acknowledge that for thousands of years, the Algonquin People protected these lands, the Ottawa River Watershed, and its tributaries. As a national organization, we also acknowledge that we work on the traditional lands of many different nations. Today, a path to truth and reconciliation begins with recognizing both the stewardship and the sacrifices of the original peoples.  We are committed to recognizing the errors of the past, acknowledging the challenges of the present, and contributing to a new and equitable relationship with the First Peoples.

As a pan-Canadian organization committed to Reconciliation, we encourage applications from individuals who identify as Indigenous (First Nations, Inuit, and Métis).

The Mental Health Commission of Canada is committed to diversity in the workplace and workplace well-being. As such, applications from individuals from diverse backgrounds such as; First Nations, Inuit, and Métis, members of a visible minority group and those with lived experience of mental health problems or illnesses are welcomed and encouraged.

The Mental Health Commission of Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Accessible formats and communication supports for applicants are available upon request by contacting People and Culture at hr@mentalhealthcommission.ca [hr@mentalhealthcommission.ca].

While working remotely, the Commission will not be responsible to reimburse any internet charges, or other home office expenses, including utilities or other furniture/equipment, in order to be able to work from home.