Call Diversion and Navigation Specialist

Part-Time Friday to Sunday Overnight

For over 50 years Distress Centre has served Calgary and Southern Alberta, providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

What to expect in the role:

Job overview

The Call Diversion and Navigation Specialist is responsible for providing crisis intervention and social services system navigation support for callers to 911 who may be better served by a mental health/community response. The Specialist position will primarily be co-located at the 911 Emergency Operations Centre. This position will work in collaboration with callers to de-escalate crisis, assess risk, provide crisis and suicide intervention, and provide information, referral and system navigation support. The Specialist will complete follow-up work to ensure safety plans are effective and individuals are able to connect with the resources provided. The Specialist will also be responsible for assessing eligibility for outreach and mobile crisis intervention teams and connecting callers to these resources.

Primary Duties

This is not an exhaustive list of duties, but meant to give you a sense of what you’ll be doing on a regular basis. Other related duties may be required.

Call Assessment and Crisis/Mental Health Intervention (40%)

• Utilize active listening skills and rapidly build rapport with callers transferred from 911.
• Operate from a trauma informed perspective.
• Accurately and thoroughly assess appropriate calls using crisis intervention techniques including risk assessment, de-escalation, stabilization and referral to determine individual needs and level of risk.
• Operate from a trauma informed perspective.
• Maintain contact records in accordance with Distress Centre policy and procedures.
• Ensure that assessment and services are delivered in a culturally aware and competent manner.
• Assess the adequacy of resource/supports currently available to the individual.
• Engage and work collaboratively with emergency services when it is determined that additional intervention is required

Information, Referral and System Navigation (40%)

• Assess the adequacy of resource/supports currently available to the individual and help the individual to understand available options, eligibility requirements and support with system navigation.
• Refer individuals to appropriate community organizations or service providers.
• Provide coaching to individuals in building their knowledge and confidence in accessing community resources.
• Provide advocacy, when warranted, for individuals who may face barriers in accessing services or resources.
• Search the resource database to identify resources best suited to the needs of the individual.
• Connect eligible individuals to community mobile crisis response and outreach teams (E.g. Downtown Outreach Addictions Partnership, Community Mobile Crisis Response)

Collaboration and Relationship Building (20%)

• Contribute to a positive team environment for all program areas
• Attend and actively participate in staff and group meetings.
• Act as a resource to other staff as needed.
• Share responsibility for workload
• Work collaboratively with colleagues to provide a seamless, person centered approach for service delivery

Hours of work and conditions

Overnight rotation with an average of 11 eight-hour shifts per month for Part-Time position.

Comfortable working with and ability to maintain composure in stressful situations.

This position will require primarily on-site work at the 911 Operations Centre in N.E. Calgary.

What you bring to the role:

Qualifications/Experience

• Diploma or undergraduate degree in Human Services.
• Gender-Based Analysis+ and Brain Story certifications.
• Naloxone Certification
• First Aid and CPR certification.

Skills/Abilities:

• Intermediate proficiency with the Microsoft Office suite including Word, Excel, Outlook, PowerPoint, Teams, and SharePoint
• Strong interpersonal skills and high emotional intelligence
• Excellent conflict resolution skills
• Strong communication skills, both written and verbal
• Ability to work collaboratively, set priorities, and meet deadlines in a fast-paced environment
• Organizational and problem-solving skills with a keen attention to detail, a high degree of accuracy, and excellent time management skills.
• Ability to engage stakeholders both inside and outside the agency and maintain good working relationships.
• Ability to pass an Enhanced Security Clearance Process to be eligible to work from the 911 Operations Centre.

Core Competencies:

Client/Service Centred Work – you make clients the ultimate focus of our agency, team, and individual choices and actions.

Partnerships, Relationships, & Teamwork – you build and maintain productive, collaborative working relationships within and across groups, both internally and externally, to accomplish our common goals.

Growth Mindset/Learning – you actively identify new areas for learning and take advantage of opportunities to learn in whatever form they come. You apply your newly gained knowledge in your jobs and share these skills with others.

Communication – you clearly convey information and ideas through a variety of media in a way that engages the audience and helps them to understand and inviting dialogue and inciting action where appropriate.

Diversity, Equity & Inclusion – we build and sustain an inclusive work environment where all individuals are welcomed, supported, respected, and valued for their unique experiences, perspectives, talents, and contributions.

Change Management – you maintain your team and personal effectiveness when being impacted by changes within the organization.

Self-Management – you take responsibility for yourself and your actions.

What Distress Centre has to offer:

Opportunity to work for an organization that’s making a difference in our community

A great working environment with supportive colleagues

Opportunities for learning and mentorship, including paid development days and a staff development fund

Competitive salary

Benefits that include a matching RRSP

Vacation time starting at 3 weeks

Free parking for on-site shifts