Contact Centre Coordinator/211 Community

Resource Specialist

We are hiring for the following positions:

• Sunday-Thursday Nights

This role operates within a 24/7 contact centreenvironment. The shifts listed above reflect current hiring needs.

Full-Time Staff

• Participate in evening and weekend on-call coverage, including statutory holidays (e.g., Christmas Day), as part of a rotation schedule.
• Work an average of 19 shifts per month, which may include weekdays, evenings, weekends, overnight shifts, and statutory holidays, based on rotation and availability.

Location & Hours of Work

Work location: On-site at Distress Centre Main site - 999 8th street SW, Suite 500**.** Some opportunities to work remote as part of the 211 Community Resource Specialist component of the role

What We Offer

• Vacation starting at 3 weeks
• RRSP matching and Health Spending Account
• Extended health and dental benefits
• Access to on-site gym at no cost
• Paid development days and a staff development fund
• A supportive, mission-driven workplace making a real community impact

Who We Are

For over 50 years, Distress Centre has served Calgary and Southern Alberta by 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.

We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective.

What to Expect

The Contact Centre Coordinator / Community Resource Specialist (CCC/CRS) reports to a Team Lead. In this role, you will work with crisis line responders by supporting them in working through our crisis intervention framework, assessing the risk level of service users, and helping them navigate our policies and procedures around confidentiality and partnerships eligibility. You will use established frameworks and guidelines to assess when emergency interventions are required and take the appropriate next steps.

You will also provide front-line community navigation to individuals who contact 211 and partner lines by phone, text, and chat, helping them find appropriate community services and resources.

We provide clear role expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work

What You’ll Do

This list highlights core responsibilities and is not exhaustive. Additional related duties may arise over time and will be discussed and supported by your supervisor.

Contact Centre Coordinator Role (45%)

• Provide real-time support and consultation to crisis line responders made up of volunteers and staff during complex or high-risk contacts, including coaching, monitoring, and debriefing

• Coordinate safety follow-ups and access to mobile response teams or external partners when service users are eligible for these services

• Support quality assurance by reviewing contact documentation and sharing brief performance observations with mentors or supervisors

• Assist with basic technical troubleshooting related to contact centre systems

• Responds to Distress Line overflow calls when busy.

Community Resource Specialist – Community Navigation (45%)

• Assess the needs of individuals contacting 211 and partner lines through phone, text, online chat and email using a person-centered approach
• Assists a wide range of individuals contacting the 211 Line by providing information on diverse topics (non-emergency, social, health and government services), to assist them with their information needs.
• Provide accurate information, referrals, and advocacy support using our Community Resource Database
• Offer follow-up support to assess the effectiveness of referrals
• Support database accuracy by reporting errors or submitting update requests

Other Responsibilities (10%)

• Provide mentorship and coaching support to assigned volunteers
• Participate in staff meetings, trainings, and development opportunities
• Provide operational support across crisis and navigation programs as needed
• Contribute to a safe, respectful, and well-functioning contact centre environment

What You Bring

Qualifications & Experience

• Diploma or degree in a Human Services-related field, or an equivalent combination of education and experience

• Certification or willingness to obtain within the probationary period:

• Naloxone Administration Training

• Gender-Based Analysis Plus (GBA+)

• First Aid and CPR certification

• Experience or knowledge in one or more of the following areas:

• Crisis intervention and suicide risk assessment

• Mental health and addictions

• Domestic or family violence

• Case management or youth support

• Proven ability to work respectfully and effectively with people from diverse backgrounds and lived experiences, demonstrating strong interpersonal and cultural awareness skills

• Experience supporting diverse and vulnerable populations, with knowledge of community resources, referral pathways, and trauma-informed practices

• Knowledge of the 211 Human Services Indexing System (HSIS) is an asset

Skills & Abilities

• Ability to make sound decisions in uncertain or changing situations, using established principles and protocols
• Ability to prioritize multiple tasks based on risk, urgency, and impact, and manage shifting priorities with appropriate support
• Ability to set and maintain healthy professional boundaries with service users, volunteers, and colleagues
• Ability to recognize when responders may need support and escalate concerns appropriately
• Ability to document contacts accurately, clearly, and professionally
• Ability to maintain focus and clear communication during calls and texting interactions.

Communication & Collaboration

• Clear and respectful verbal and written communication skills

• Ability to tailor communication based on the audience or context

• Ability to prepare and deliver information in ways that support different learning preferences

• Experience using Microsoft Office and other relevant software

How to Apply

Please submit your resume and cover letter through ADP.

Distress Centre is an inclusive workplace. If you require accommodation at any stage of the application or interview process, please contacthr@distresscentre.com – we’re happy to support you. We thank all applicants for their interest; only those selected for an interview will be contacted.