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Specialist, Service Activation
#WorkwithImpact
About Us:
Castlemain supports people and communities to understand and access class action settlements and community programs through clear, trauma-informed, and culturally grounded communication. With more than 200 team members, many of whom are Indigenous, we deliver services in English, French, and several Indigenous languages across the country.
At Castlemain, we are committed to creating a workplace where people feel respected. To learn more about who we are visit
As a Specialist, Experience, Technology and Compliance (Service Activation), you will support the Service Activation Lead to implement service plans that deliver claimant-centred support across channels such as phone, online, in person meetings and group sessions. The role focuses on coordination, documentation, readiness tracking and operational support so service activation activities stay organized, aligned and executed in a consistent way. You will help translate service plans into practical workflows, tools and training.
This is a full-time, permanent position offered in Toronto, Calgary, Vancouver, Hybrid or remote.
About the Opportunity:
- Support service plan implementation and coordination by assisting with the review and rollout of service plans for English, French, and specialized populations. Coordinate activation meetings, prepare materials, document decisions, track action items, and follow up on deliverables.
- Coordinate service readiness and resources by helping identify staffing, facilities, materials, and training supports required for activation. Track timelines and readiness across service channels and sites, and flag gaps, risks, and dependencies to the Service Activation Lead.
- Assist with training and knowledge mobilization by coordinating training sessions and onboarding logistics for Claims Helpers, Liaisons, and other front-line teams. Support development and organization of training materials and gather feedback to identify opportunities for improvement.
- Support infrastructure and process validation by participating in solution walkthroughs to identify operational gaps before service activation, documenting findings, tracking remediation actions, and coordinating with technology, communications, and data teams.
- Maintain communication, reporting, and monitoring systems by supporting service communication protocols, maintaining issue and escalation logs, tracking readiness indicators and activation milestones, and preparing status updates and reports for leadership.
- Apply trauma-informed and culturally safe practices in all work, respecting the histories and needs of Indigenous communities and other equity-deserving groups.
About You:
You bring 3 – 5 years' experience in:
- Strong organizational and coordination skills, experience tracking multiple workstreams and deliverables.
- Clear written and verbal communication skills.
- Ability to manage details while keeping sight of overall service activation objectives.
- Comfort working in structured project environments, including use of templates, trackers and action logs.
- Collaborative, team-oriented mindset with strong relationship-building skills.
- Problem solving skills with attention to operational detail and Claimant impact.
- Experience supporting complex service delivery or program implementation, preferably in claimant, community or public-facing environments.
- Experience with common project and collaboration tools (for example Microsoft 365, Teams, SharePoint, project tracking tools).
- Experience leading coordination for complex service activations or launches.
- Experience developing or improving activation checklists, playbooks or training supports.
- Experience in class action, legal, health or public sector service environments.
- Ability to travel occasionally to internal meetings or client engagements (up to 15 percent of time).
Successful candidates will be required to complete a Criminal Record Check as a condition of employment.
Compensation:
Starting annual compensation of $51,00-$69,000 plus rewarding benefits package. The offered compensation will take into account the candidate’s skills, experience, qualifications, location, and internal equity.
How to Apply:
We invite you to submit your resume to
At Castlemain, we know not everyone’s experience fits a checklist. If this role interests you and you feel you can contribute, we encourage you to apply. We value curiosity, and the unique perspectives people bring.
Castlemain is committed to making our hiring process accessible and supportive. If you need accommodation at any stage of the application or interview process, please let us know. We are happy to work with you to ensure your needs are met.
