Reports To: Manager, Facilitator Experience

Department: Opening Minds

Status: Full-time, permanent

Location: Ottawa, Ontario preferred

Application Deadline: September 1, 2025

Starting Salary Range: $55,500 - $60,000

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.

ABOUT MHCC

The Mental Health Commission of Canada (MHCC) is a registered charity 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.

Since 2010, the Commission has offered mental health training programs. In 2023, MHCC-Opening Minds (OM) was formally introduced as a social enterprise and the largest systematic effort in Canadian history focused on eliminating stigma. MHCC – Opening Minds offers mental health training programs and advisory services to individuals and organizations who wish to proactively support mental health in their workplaces and communities. Training courses include Mental Health First Aid (MHFA), The Working Mind (TWM), and The Inquiring Mind (TIM). In addition, Headstrong and our Psychological Health & Safety (PHS) Assessment programs contribute to mental health literacy and stigma reduction. Opening Minds has trained over 1 million people in mental health across Canada, and that number is growing. Our courses are available in person or virtually and have been adapted for greater relevance in many specific sectors. More information can be found at https://openingminds.org

POSITION OVERVIEW

The Specialist, Facilitator Success is responsible for ensuring a seamless and supportive experience for certified facilitators delivering Opening Minds programs, including The Working Mind, The Inquiring Mind, Psychological Health and Safety, and Mental Health First Aid in both official languages, French and English. This role is responsible for the operational oversight, relationship stewardship, and strategic administrative support required to sustain and grow a high-performing network of facilitators.

Serving as the primary point of contact for certified facilitators, the Specialist plays a strategic role in enabling successful program delivery. They lead onboarding processes, provide ongoing guidance, and ensure access to essential tools and resources. The Specialist maintains and analyzes facilitator records, designs and coordinates professional development opportunities, and supports Lead Facilitators in their mentorship capacity. Additionally, they monitor facilitator engagement and adherence to program standards, proactively identify and escalate issues, and contribute to continuous improvement through data-informed insights and stakeholder collaboration.

This position is ideal for someone who excels in service delivery, process coordination, and stakeholder engagement, and who is passionate about enabling others to succeed through strong systems and support.

KEY RESPONSIBILITIES

• Facilitator Onboarding & Records Management
• • Lead the onboarding process for newly certified facilitators, ensuring timely access to systems, resources, and support materials.
  • Maintain accurate and up-to-date facilitator records, including certification status, activity logs, and support history in internal systems (e.g., Salesforce).
  • Track facilitator engagement and participation in required activities such as refreshers or upskilling sessions.
• Operational Support & Service Coordination
• • Serve as the primary point of contact for certified facilitators regarding administrative and operational inquiries.
  • Respond to facilitator questions and requests in a timely, professional, and solutions-oriented manner.
  • Coordinate logistics related to facilitator access to tools, platforms, and program updates.
• Facilitator Engagement & Communication
• • Lead the planning and delivery of facilitator communications, including newsletters, updates, and resource sharing.
  • Organize virtual engagement opportunities such as community calls, Q&A sessions, or informal check-ins.
  • Review facilitator feedback channels and escalate recurring issues or trends to the appropriate internal teams.
• Lead Facilitator & Peer Support Coordination
• • Support the coordination of Lead Facilitator assignments and activities, including scheduling, documentation, and communication.
  • Manage clear records of Lead Facilitator contributions and feedback provided to facilitators.
  • Assist in tracking and documenting peer support activities and outcomes.
• Upskilling & Resource Access
• • Coordinate access to refresher sessions, updated materials, and optional learning opportunities for facilitators.
  • Maintain and distribute facilitator support resources, ensuring they are current and aligned with program standards.
  • Collaborate with internal teams to ensure facilitators are informed of relevant changes to program delivery or expectations.
• Process Improvement & Collaboration
• • Contribute to the development and refinement of facilitator support processes, tools, and documentation.
  • Participate in internal working groups or projects related to facilitator experience and operational efficiency.
  • Support data collection and reporting related to facilitator engagement and support outcomes.
• Other
• • Perform other duties as assigned to support the success of the Opening Minds programs and facilitator network.

SKILLS AND EXPERIENCE

• Minimum 3 years of experience in supporting facilitators, program coordination, or adult education.
• Strong coaching and interpersonal skills, with the ability to provide constructive feedback.
• Experience managing performance and supporting professional development.
• High proficiency in Microsoft Office, MS Teams, Zoom, and Salesforce (or similar CRM).
• Excellent problem-solving and conflict resolution abilities.
• Bilingualism (English and French) is required.

QUALIFICATIONS

• Bachelor’s degree or diploma in hospitality, program management, adult education, or a related field from a recognized post-secondary institution or equivalent experience.
• Demonstrated ability to manage multiple priorities and respond to evolving needs.
• Strong organizational and communication skills.
• Empathetic, proactive, and solutions-focused approach.

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.

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 Human Resources at 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.