Call Diversion Team Lead

We are hiring for the following positions:

• Full-Time Sunday - Thursday
• Full-Time, Tuesday – Saturday

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

Location & Hours of Work

Work location: Full-time on-site split between 911 Operations Centre in Whitehorn Multi-Services Centre and Distress Centre Calgary main site.

Hours of Work: 35 hours per week allowing for some flexibility. General work hours are 9:00 am-5:00 pm, however one weekend day is required per week with some flexibility in working evenings to meet the needs of the agency.

What Distress Centre has to offer

• Free parking for on-site shifts at Whitehorn
• Vacation starting at3 weeks
• RRSP matching and Health Spending Account
• Extended health and dental benefits
• Access to on-site gym at Distress Centre main site 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 in the role

The Call Diversion Team Lead is responsible for providing support and direction to co-located Distress Centre staff to achieve high quality service user experience for people who contact 911 and may be better supported by a mental health or community-based response. This position will complete real-time monitoring of program performance, provide feedback and supervision to co-located staff, participate in the development of communications related to our call diversion work, and support in program development initiatives. A key focus of this role is continued strengthening of relationships with the Call Diversion program’s key partners – Calgary 911, Calgary Alpha House Society, and the Calgary Police Service.

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.

911 Operations Centre Supervision and Performance (30%)

• Maintain a presence at the 911 Operations Centre and monitor program performance, re-allocating staff resources to meet program needs as required.
• Provide real-time support and coaching to Crisis and Navigation staff as needed.
• Effectively and clearly communicate program updates to front-line staff.
• Ensure that co-location operations align with agency accreditation standards.
• Report on outcomes and program performance.

Supervision of Direct Reports (30 %)

• Provide supervision and support to assigned direct reports and practicum students on a regular basis.
• Support direct reports in professional growth and development through goal setting and performance monitoring.
• Complete timecard review and coding for all assigned direct reports.
• Conduct quality assurance processes for each direct report and provide feedback and coaching as required.
• Foster a culture among the Call Diversion team that keeps the needs of service users and community at the center of all work.
• Assist in recruitment, interviewing, onboarding, and training of staff.

Program Development and Collaboration (30%)

• Identify training and development needs related to Call Diversion performance.
• Foster strong working relationships with program partners (Alpha House, Calgary 911, Calgary Police Service).
• Leverage strong partner relationships to identify new program initiatives and opportunities for program enhancement.
• Participate inworking groups as assigned by the Navigation Services Manager.
• Coordinate and facilitate collaboration with Distress Centre Team Leads across sites, participate in cross-collaborative projects and agency-wide initiatives.
• Participate in the planning and execution of staff development days.

Other Responsibilities (10%)

• Provide Consultation on Call weekend support as assigned.
• Provide mentorship support to assigned volunteers.

What you bring to the role

Qualifications/Experience

• Diploma or undergraduate degree in Human Services.

• Experience supervising volunteers and/or staff.

• 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 need, urgency, and impact while managing shifting priorities with appropriate support.

• Ability to identify the developmental and support needs of front-line staff and adjust supervisory approach accordingly.

• Strong conflict resolution skills.

• Ability to work collaboratively, set priorities, and meet deadlines.

• Ability to maintain effective and cooperative working relationships with peers, staff members, and partners.

• Proficiency with the Microsoft Office suite including Teams, Outlook, SharePoint, Work, Excel, and PowerPoint.

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.