Counseling Services Coordinator

Role Type

Volunteer Position

Overview

The Counseling Services Coordinator serves as the operational liaison between community members seeking counseling and support services and the imam or counseling representatives providing care. This critical role manages the complete counseling intake workflow—from initial inquiry through appointment coordination, follow-up systems, and documentation—ensuring community members receive timely, professional, and compassionate support while reducing administrative burden on leadership. You will build structured service pathways for marriage counseling, youth support, family guidance, and spiritual consultation, reporting to the Director of Operations.

Key Responsibilities

  • Monitor and respond to counseling-related inquiries through email, website submissions, and phone with professionalism and empathy

  • Coordinate counseling appointment scheduling with the Imam and counseling representatives managing calendars, confirmations, and logistics

  • Conduct preliminary intake assessments gathering necessary information while maintaining sensitivity and confidentiality

  • Categorize requests by urgency and service type routing appropriately and escalating crisis situations immediately

  • Maintain organized intake tracking systems documenting appointments, follow-ups, and service outcomes

  • Implement confidentiality protocols ensuring secure handling of sensitive information in compliance with privacy standards

  • Build communication workflows providing appointment reminders, service updates, and follow-up coordination

  • Identify service bottlenecks and recommend operational improvements to leadership

Expectations & Commitment

  • Time Commitment: 6–10 hours per month (inquiry management + scheduling + follow-up + coordination)

  • Reporting: Direct report to Director of Operations with monthly service metrics and workflow updates

  • Availability: Responsive to inquiries within 24–48 hours; immediate escalation for crisis situations

  • Confidentiality: Maintain strict confidentiality standards and complete confidentiality training within first 30 days

  • Strategic Planning: Develop intake workflow documentation and service coordination protocols within 60 days

  • Professional Development: Participate in quarterly volunteer training sessions

Success Metrics

  • Respond to 100% of counseling inquiries within 48 hours during business days

  • Coordinate appointments with 95%+ successful scheduling rate and minimal conflicts

  • Maintain organized intake records with 100% documentation completion

  • Achieve zero confidentiality breaches or information security violations

  • Reduce imam administrative coordination time by 50% through efficient workflow management

  • Process crisis escalations within 2 hours of identification

  • Achieve 90%+ community member satisfaction on service coordination experience

First 90-Day Priorities

  • Complete confidentiality and crisis response training establishing knowledge of escalation protocols

  • Audit current counseling request workflows identifying gaps and improvement opportunities

  • Develop standardized intake form and preliminary assessment questions

  • Establish appointment coordination system with imam and counseling representatives

  • Create counseling inquiry response templates maintaining professional, compassionate tone

  • Implement tracking system for appointments, follow-ups, and service outcomes

  • Build crisis escalation protocol with clear triggers and immediate response procedures

  • Develop resource list of external referral options for specialized support needs

Systems & Tools

  • Email management system for inquiry intake and communication

  • Calendar coordination tools (Google Calendar or scheduling platform)

  • Confidential intake tracking system (secure spreadsheet or CRM)

  • Documentation templates for intake, follow-up, and service notes

  • Communication channels with imam and counseling representatives

  • Crisis escalation protocols and emergency contact systems

  • Resource database for external referrals and specialized services

Ideal Candidate Profile

  • Strong emotional intelligence with ability to communicate compassionately during difficult situations

  • Exceptional organizational skills managing multiple appointments, inquiries, and follow-ups simultaneously

  • Professional communication abilities in written and verbal formats with diverse community members

  • Mature judgment and discretion handling sensitive personal and family matters

  • Experience in social work, counseling administration, healthcare coordination, or community support preferred

  • Understanding of mental health challenges, family dynamics, and crisis indicators

  • Technical proficiency with scheduling systems, email management, and documentation tools

  • Calm, patient demeanor maintaining composure under pressure or when encountering distressing situations

  • Commitment to absolute confidentiality and ethical handling of private information

  • Cultural sensitivity working with Muslim families from diverse backgrounds and Islamic practice levels

Why Join MKMC

This role creates the structured support infrastructure that transforms MKMC from a place of worship into a comprehensive community care center addressing the real challenges families face. Your coordination ensures no community member seeking help falls through cracks while protecting leadership from administrative overwhelm. The systems you build become the pathway through which hundreds receive guidance, healing, and support—creating immense reward as your service enables ongoing benefit to individuals, marriages, and families navigating life's difficulties.

How to Apply

To apply, please email apply@masjidkhadijah.ca with your name, background, and the position you are applying for.