Instructor Support Coordinator

Who We Are

St. John Ambulance, British Columbia & Yukon (SJA BCY) is a profit-for-purpose ‘mission-led enterprise’ committed to empowering safer communities through first aid leadership. SJA BCY is part of the federated St. John Ambulance organization in Canada, which is represented from coast to coast. We are privileged to be part of an organization with over 900 years of service to humanity. Today, SJA BCY is a market leader in the development and delivery of first aid courses, first aid products and we support first aid in communities through our 2000 plus volunteers.

The Opportunity

Responsibilities and Duties

Instructor Support & Customer Service:

- Serve as the primary point of contact for instructors at all stages of their engagement.
- Address initial questions and provide clear directions, escalating or referring instructors to the appropriate Training, Development and Standards (TDS) team member when specialized support is required.
- Offer ongoing assistance, resources, and problem-solving to promote a positive, seamless, and productive instructor experience from onboarding through active teaching.

Application & Onboarding Coordination:

- Coordinate all prerequisite training, onboarding tasks, and preparation activities with branch and regional mentors to ensure new instructors are fully supported before beginning instructional duties.
- Assist with planning, organizing, and facilitating instructor orientation sessions, ensuring new hires understand expectations, procedures, and available resources.
- Support early-development experiences such as team teaching, classroom observations, mentorship assignments, and initial monitoring/follow-up sessions to reinforce readiness and instructional quality.

Administrative & Operational Support:

- Monitor and manage the BCY Training inbox and all relevant communication channels, prioritizing inquiries and ensuring thorough, timely follow-up.
- Maintain accurate and up-to-date instructor records, tracking qualifications, certifications, renewal dates, performance metrics, required documents, and any ongoing compliance needs.
- Prepare, organize, and distribute a wide range of instructional and professional development materials, including training guides, workshop resources, manuals, job aids, and reference documents.
- Assist in the development, improvement, and implementation of policies and procedures that support strong and productive relationships with instructors.
- Set up and manage instructor access to SharePoint and other digital platforms; ensure proper permissions, troubleshoot access issues, and maintain clarity and consistency in digital resource organization.

Reporting & Communication:

- Publish communications such as the Instructor Alert and other periodic updates to keep instructors informed of announcements, procedural changes, and critical information.
- Liaise regularly with Branches to assess instructional needs, verify staffing requirements, support scheduling decisions, and anticipate upcoming instructional demands.
- Compile, organize, and prepare data-driven reports for management, including trends, instructor activity summaries, program metrics, and other relevant insights needed for planning and oversight.

Quality Assurance Support & Continuous Improvement:

- Monitor instructor performance, attendance, evaluations, classroom observations, and overall teaching quality; document patterns, identify concerns, and escalate findings to management as appropriate.
- Collaborate with internal teams to analyze processes, identify inefficiencies or improvement opportunities, and contribute to the development of enhanced workflows or training initiatives.
- Maintain current knowledge of organizational policies, instructional standards,

regulatory requirements, and best practices; serve as a knowledgeable resource and

point of clarification for instructors regarding compliance and professional expectations.

Other Duties:

- Perform additional responsibilities and special projects as assigned to support the Training, Development and Standards team, departmental initiatives, and broader organizational goals.

Knowledge and Skills
- Diploma or degree, or equivalent professional experience, in adult education, training and development, HR, or related field.
- Strong interpersonal and customer service skills.
- Excellent organizational skills with attention to detail.
- Proficient in Microsoft Office Suite.
- Ability to handle multiple priorities and work independently.

Strong written and verbal communication skills.
- Customer-focused and proactive problem-solving.
- Strong organizational and multitasking ability.
- Collaborative team player.
- Ability to maintain confidentiality and exercise discretion.
- Knowledge of first aid or workplace safety, including WorkSafe BC standards, is a strong asset.

Why Join SJA BCY?
- A focus on work-life balance and flexibility in the workplace, including 8 sick days and 7 personal days.
- Comp