Sr Coordinator - Commnty Relations & Cstmr Prgms

52159 - Thunder Bay - Regular  

Hiring salary range: $4,374.92 - $5,874.88 / Bi-weekly

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

Accountable for the delivery of community relations and customer programs in communities served by Hydro One Remote Communities, and for identifying areas of possible improvement. Accountable to improve customer understanding, knowledge and access of Hydro One Remotes and its current service model and programs offerings through an active mixed communication strategy. Supervise staff involved in community relations and customer programming activities. Provide a communications link between community leaders, customer and stakeholders departments and act as Remotes spokesperson on business, customer, and operational issues. Develop, coordinate and deliver community communication and educational efforts to promote our business services and programs under the direction of management.

Job Description:

Specific Accountabilities:

• Maintain and promote implementation of Hydro One’s Indigenous Relations Policy. Facilitate the process and content of engagement with Indigenous communities. Develop and maintain a close and respectful relationship with community leadership and their respective Tribal Councils within Remotes service territory in order to support the leadership team and the business as a whole.
• Deliver and promote Hydro One Remote Communities current service model and Customer Programs including conservation, renewable energy, affordability, public safety and current customer initiatives within the approved corporate, government and Ontario Energy Board (OEB) framework.
• Oversee and deliver Hydro One Remote Communities active mixed communication strategy through a variety of channels including print (newsletters, bill inserts, handouts), digital (i.e. social media, websites) and in-person (presentations, trade shows), etc. Support the internal Remotes communication strategy through the creation of news releases, good news stories, briefing documents, talking points, campaigns, presentations. Coordinate the language translation (Oji-Cree, Ojibway) of materials and communications.
• Provide a communications link between community leaders, customer and stakeholders. Respond to telephone or email enquiries from the general public and stakeholders when they show interest or concern in matters related to Remotes projects or other activities or issues affecting Remotes served communities. Support trouble call, outages and emergency communications. Understand the issues and concerns of Indigenous communities and end customers as it relates to Remotes customer service policies and procedures. Identify and resolve customer/community issues by developing collaborative relationships with customers, local service boards (schools, healthcare) to understand customer needs, priorities and rub points. Ensure information exchange is conducted in a timely manner, and updates are provided on a regular basis. Document all correspondence, written and oral accordingly.
• Assess, plan and schedule the work of staff involved in similar Community Relations or Customer programming activities. Supervise staff and escalate personnel matters to the manager as required. In accordance with established practices, administer policies, regulations, procedures and the Collective Agreement.
• Confer with contacts to discuss, gather and clarify information required to investigate problems. Act as a resource for established policies and procedures. Investigate cause and possible solutions. Provide advice on current consultations and negotiations with internal leaders.
• Represent Remotes at various events including Indigenous Leadership meetings, Engagement activities, Speaking Events, Community Cultural events, Celebrations, Career fairs, Award Ceremonies, Public Safety Talks, School education, Special Events, Information sessions, Virtual Meetings, Conferences and Trades Shows, etc. Coordinate Remotes participation in co-operation with community or designated representatives, to facilitate the effective delivery of customer programs as well as to promote positive community and customer relations. Prepare and present information as a public speaker under the direction of management.
• Improve customer knowledge of and access to available electricity affordability programs (OESP, LEAP) and by discussing with communities, program promotion, communications and organizing joint in-community and customer events with Ontario Native Welfare Administrator’s Association (ONWAA) program administration. Coordinate with the billing department to assist with arrears management and payment support.
• Improve customer understanding of our business and its services, by discussing with communities, reaching out to local service organizations and by setting up customer/community meetings. Coordinate all meeting logistics, including establishing meeting locations, refreshments, translation and publicity in cooperation with local representatives. Organize public consultation activities. Coordinate and deliver Customer Advisory Board meetings as per the established process.
• Continuously improve the development and distribution of broad customer communications, including digital access, developing posters, community materials etc. Prepare materials for meetings, including power point presentations, hand-outs of graphics and background information etc. Coordinate the development of written customer letters. Contribute to the development of formal and informal briefings for internal and externals stakeholders.
• Develop appropriate analytical tools for planning and business analysis of community relations and customer program initiatives. Act as a functional resource with respect to design and implementation of Community Relations activities and Customer Programs. Attend team and multi-disciplinary project meetings.
• Coordinate and deliver appropriate communications and educational programming regarding energy conservation, renewable energy technology, bill format, billing processes, connection processes, connection restrictions, affordability programs (LEAP, OESP) and electrical public safety within Remotes service territory.
• Work with Hydro One Networks corporate communications on the design and delivery of Remotes’ customer messages via various means.
• Establish contracts where necessary with communities and service providers to facilitate the delivery of community and customer programs. Monitor contracts for quality and quantity of work, track and report on progress, and provide training where necessary to ensure effective program delivery.
• Administer, promote and track Remotes existing conservation program. Research and make available other conservation and energy related opportunities to customers & communities (Provincial Affordability Program, NRCan programs).
• Promote Remotes existing renewable energy program (REINDEER). Coordinate communications with stakeholders to facilitate discussions regarding the development of renewable energy projects within Remotes service territory. Participate in the integration of new non-utility renewable generation connections with other groups within Hydro One Remote Communities through participation with cross functional teams.
• Establish and maintain relationships with potential private sector partners, indigenous organizations and appropriate government departments (including Natural Resources Canada, Indigenous Services Canada, Canada Mortgage and Housing, and IESO, etc.) to coordinate program resources and provide for effective program delivery.
• Perform other duties as required. 

Selection Criteria:

• Requires excellent communications skills - written and verbal.
• Requires knowledge of English to conduct discussions with various external contacts and to deliver effective presentations 
• Requires knowledge of First Nations culture, values and history to enable close and trusting relationship building with communities and community leadership. Requires knowledge in all aspects of computer applications and processes associated with business planning and information reporting systems.
• Requires knowledge of First Nations culture, values and history to enable close and trusting relationship building with communities and community leadership. Requires knowledge in all aspects of computer applications and processes associated with business planning and information reporting systems.
• This knowledge is considered to be normally acquired through the completion of 4 years of university training but could also be acquired through experience working with First Nations organizations or communities combined with completion of relevant college program.
• This role requires over 8 years, up to and including 10 years experience. 

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026. 

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2026"

Deadline: October 20, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

This posting is for an existing vacancy. 

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

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We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.