Identifying Information
Job Title: Contact Centre Coordinator (Casual)
Hours of work: Position is self-scheduled according to program needs
Compensation: Day (8:00-20:00): $24.48 - $32.17
Evening (20:00-8:00): $28.87 – $37.54
Program Area: Contact Centre
Reports to: Team Lead Contact Centre Operations

Organization Summary
CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people
experience good mental health and well-being. We increase awareness and understanding of
mental health, mental illness, recovery, and suicide prevention through education. We support the
resilience and recovery of people in distress including those affected by mental illness or suicide
by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide
grief and family support; information and referral support; and providing opportunities to
improve your wellness.

Job Summary
Reporting to Team Lead Contact Centre Operation , the Contact Centre Coordinator (Casual) is
responsible for coordinating and assisting with the activities necessary for effective contact centre
operations according to assigned shifts. Includes live staff and distress line volunteer support,
distress line volunteer monitor shifts, responding to incoming contacts via contact centre services.

Key Outcomes

• Local Crisis, 988 and 211 Navigation Services are delivered with a high level of service

quality with a primary focus on the needs of service users

• Staff working during the overnight hours have support in order to complete their job at

the level of quality expected within their roles

• Volunteers answering Local Crisis Services have support in order to complete their duties

at the level of quality expected within their roles.

Job Duties and Responsibilities
Contact Centre Coordination

• Consultation with Community Resource Specialists(CRS), Crisis Responders(CR) and

Distress Line Volunteers:
o Assists CRS and CR in responding to difficult/ higher risk contacts by silent
monitoring, real-time coaching/consultation and debriefing after contacts
o Facilitate and coordinated access to mobile crisis teams or emergency services
when necessary
o Support with technical tasks and troubleshooting
o Provide real-time verbal feedback on contacts

• Assist and support with answering various partners and contracted lines
• Crisis (988) quality assurance:
• Verify CR documentation and records of contacts as required
• Respond to staff schedule contacts between 12:00-8:00 and adjust staffing accordingly to

meet immediate staffing needs.
Monitoring and Training

• Supports the training of Distress Line Volunteers and Crisis Responders by supervising

Monitor Shifts and providing feedback on volunteer and responder performance

• During monitor shifts, evaluates the performance of Distress Line Volunteer Trainees and

Crisis Responders.
Client Service Delivery

• Provides coverage answering client interactions via the Navigation and Crisis programs,

including prescheduled shifts and emergency coverage necessary to fill gaps.
Other

• Participates in professional development activities in order to maintain required

accreditation standards.

• Participates in maintaining the contact center physical and virtual spaces, including

upkeep of the office, furniture and supplies.

• Participates in team meetings and other meetings as required.

Special Working Conditions

• This position will bid on open shifts based on availability, available shifts will be based

on program operational needs and are scheduled 24/7, 365 days per year.

• Staff are eligible to bid on shifts for which they have received the appropriate training

and evaluation to complete

• Staff are required to work a minimum of 24 hrs per month, based on availability
• Minimum of one overnight shift every two months, based on shift availability
• Minimum of four statutory holiday shifts per year, based on availability
• In office and remote work will be determined by operational requirements of the shift

scheduled.

Qualifications/Experience

• Related post-secondary Diploma or relevant course work (in a Social Science preferred)
• Frontline experience with CMHA-ER's navigation or crisis lines or a similar crisis

support role, minimum 2 years

• Successful attainment and maintenance of:
• Information and Referral Specialist Certificate
• Successful attainment of Brain Story Certification
• Successful completion of Gender Based Analysis Plus Training
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable

Sector Check and an Intervention Record Check

• Proficient in computer skills (Microsoft Office and other program software e.g. Better

Impact, iCarol)
Skills/Abilities

• Strong interpersonal, verbal, and written communication skills
• Excellent telephone skills, including questioning, probing and/or interviewing abilities, to

ensure individuals’ needs are being determined and appropriately met

• Ability to work effectively in a challenging environment, deal with difficult situations

and respond in a composed manner

• Positive, helpful attitude towards assisting clients
• Demonstrated understanding of mental health; mental illness and recovery; information

and referral services; and crisis intervention

• Ability to work independently and in a team environment
• Strong organizational, time management and problem-solving skills
• Demonstrated abilities and initiative in completing tasks and projects
• Ability to provide constructive and positive feedback to others and be able to accept the

same

• Must be empathetic, assertive and non-judgmental when assisting clients.

Required Training for the Position
Within the first 3 months of employment:

• Discrimination and Harassment Training
• Diversity and Cross-Cultural Training
• Trauma Informed Care

Within the first 6 months of employment:

• First Aid
• GBA+ Training