Contact Centre Coordinator/Community Resource Specialist

We are hiring for the following position:

1. Part-Time Friday to Sunday Day

2. Full-Time Monday to Friday Day

3. Part-Time Friday to Sunday Evening

4. Full-Time Tuesday to Saturday Evening

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 Contact Centre Coordinator (CCC) role provides support, assistance, and information to crisis volunteers and staff to offer the best possible service to our service users.

The Community Resource Specialist (CRS) role provides front line information and referral support to 211 related service users.

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.

Contact Centre Coordinator Role (45%)

Consultation with Volunteers, Contact Centre Assistants (CCA), Crisis Line Workers (CLWs) and Midnight Crisis Line Workers (MCLW):

• Assist volunteers, MCLWs, and CCAs in responding to difficult/higher risk contacts by silent monitoring, real-time coaching/consultation, and debriefing after contacts.

• Facilitate and coordinate access to mobile service teams andpartnerships when necessary.

• Support with technical tasks and troubleshooting.

• Provide real-time, verbal feedback on contacts.

• Assist and support CCAs attending to specific partner phone lines and tasks.

Safety Follow-ups

• Coordinate provision of safety follow-up calls for high-risk/complicated contacts.

Crisis Quality Assurance:

• Verify above responder groups’ documentation/records of contacts.
• Provide volunteer/staff mentor and supervisors with brief reports on performance.

Community Resource Specialist Role (45%)

Information and Referral service delivery:

• Assess the needs of inquirers on the 211 and partnership lines.
• Provide appropriate information and referrals in response to those needs, utilizing our resource database
• Where appropriate, provide advocacy on behalf of the inquirer with regard to accessing services
• Offer follow-up service to inquirers on effectiveness of referrals provided.
• Support resource database accuracy by reporting errors or listing requests to the Community Resource Database Team

Other (10%)

Volunteer Mentorship (Full-time / Part-time position):

• Act as regular point of contact for assigned volunteers.

• Assist in identifying areas and strength and development

• Coach and collaboratively set performance related goals.

• Conduct volunteer evaluation interviews as required.

Meetings:

• Attend staff meetings and development opportunities, as required.
• Update other staff about crisis and 211 procedures and services provided, when requested.

Miscellaneous:

• When needed, provide support to either crisis or 211 sections of the contact centre.
• Assist Counselling Program by escorting clients to reception during evening hours.
• Ensure the Contact Centre is kept clean and in working order.
• Engage in volunteer training, committee work, and/or community outreach and desired.

Hours of work and conditions

External applicants complete our in-house facilitated training program, as well as a set number of coaching shifts consisting of on-the-job learning and skill development.

The CCC/CRS position involves shift work. The program is a 24/7 operation, and schedules include daytime, evening, and overnights. This role will generally be an on-site position.

Full-time staff:

• Evening and weekend on-call coverage for contact centre shifts required (including Christmas/statutory holidays) as per staff rotation schedule and as needed to meet agency needs.
• An average of 19 shifts per month is required.

Part-time staff:

• A minimum of 11 shifts per month is required, which could include weekdays / weekends/ overnight and including statutory holidays as per their shift rotation.

What you bring to the role:

Qualifications/Experience

Diploma or Degree in a Human Services related field is required

Naloxone Training Certification

Gender-Based Analysis+ Certification

Brain Story Certificate of Achievement

Knowledge and/or work experience in case management, crisis intervention, addictions, domestic violence, suicide risk assessment and intervention, mental health, and/or youth issues.

Experience with vulnerable populations and knowledge of community resources

Strong interpersonal and customer skills

Technical skills including contact centre operations, database, and record keeping/documentation experience

Taxonomy knowledge an asset

Exceptional decision making skills including adaptability and assessment

Strong self-management and time management skills

Skills/Abilities:

Ability to make quality decision using the DCC principles during contact centre shift.

Ability to set boundaries, manage and influence others

Ability to deal with Ambiguity

Ability to multitask (joggle needed attention by staff and volunteers during shift)

Ability to recognize distance by others and support other during contact centre shift

Ability to demonstrate priority setting, ability to manage multiple priorities and things going on.

Ability to manage time and prioritize

Ability to transcribe calls into word

Ability to manage calls between 10 – 30 minutes interval

Proficiency in documentation

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