211 System Navigator & Resource Specialist

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.

About 211 Alberta, SORCe and Distress Centre Programs:

211 Alberta is an essential service that helps Albertans find the right resource or service for whatever issue they need help with, at the right time. 211 is available 24/7 by phone, text and chat. The service is free, confidential and available in over 170 languages over the phone. 211 Alberta is operated by Distress Centre Calgary (DCC) for Southern Alberta.

The Safe Communities Opportunity and Resource Centre (SORCe) is a multi-agency collaborative that connects individuals experiencing or at risk of homelessness to essential programs and services. As the backbone agency, DCC leads service integration at SORCe while also providing direct support. DCC operates the Coordinated Entry Program, the primary intake, assessment, and referral hub for housing and other services, including System Navigation & Referrals, CAA housing strategists, financial empowerment, and Justice Navigation. DCC ensures cohesive collaboration among all partners, strengthening system navigation and community connections. Through its leadership and direct services, DCC helps prevent homelessness, reduce barriers to housing, and enhance integration across the social services sector.

What to expect in the role:

Job overview

The 211-CEP System Navigator and Resource Specialist is a multi-faceted role that works across both virtual support through the DCC contact centre and in-person support at SORCe. This position is the initial point of contact for all individuals and families seeking assistance, proactively engaging with people to build rapport, assess needs, provide support with basic needs, and connect them to housing-related and other community resources through referrals, applications, and system navigation.

A key focus of this role is to expand housing-specific knowledge and skills, supporting participants with housing stability through both in-person interactions and virtual communication channels. As an expert in community resources, the System Navigator and Resource Specialist provides timely, accurate information and connection to supports that help prevent or end homelessness.

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.

System Navigator & Resource Specialist

• Provide welcoming, trauma-informed engagement to all people accessing support via 211 Alberta and at SORCe (virtually through the DC Ccontact centre, in person at the SORCe participant window, or in the lobby).
• Build rapport and establish trust to support housing stability, income, and other basic needs.
• Identify and proactively engage individuals who visit frequently but do not access services, supporting them over time.
• Collaborate with participants to address housing-related barriers, assist with applications (e.g., housing, income supports), and provide advocacy and system navigation guidance for housing searches and tenancy success.
• Offer both in-person and virtual support to ensure participants are connected to appropriate services, housing options, and income supports.
• Manage expectations around wait times and service availability.
• Coordinate and provide warm referrals to SORCe partner programs (e.g., CEP Housing Strategists, Prevention & Diversion Strategists) and other community services.
• Deliver participant support through both face-to-face interactions and virtual DCC contact centre work (phone, chat, email).
• Contribute to the accuracy of community resource data by reporting updates to the Community Resource Database team.
• Ensure accurate documentation of participant interactions in iCarol, HMIS, and other required databases, including obtaining consent for data sharing.
• Provide administrative and shared office support (e.g., maintaining resource materials, stocking engagement window).
• Regularly update and enhance knowledge of housing and homelessness resources, landlord connections, and income support programs to better assist both in-person and virtual participants.

Service Coordination & Follow-Through

• Apply crisis intervention and 211 system navigation skills to support participant well-being and maintain a safe service environment.
• Actively facilitate connections to community programs with the goal of ending or preventing homelessness.
• Provide collateral support on behalf of participants to ensure successful referrals and follow-through.
• Coordinate care for individuals accessing multiple programs within SORCe to streamline services and reduce barriers.

Operations & Collaborative Work

• Build rapport and trust with participants, colleagues, and partners.
• Support onboarding, training, and mentoring of practicum students and new staff as required.
• Attend team meetings, trainings, and collaborative development opportunities.
• Update staff and partners about 211,Crisis, and 211-CEP procedures as needed.
• Collaborate with all agencies at SORCe and the Crossroads Collaborative to support effective delivery of integrated services.

Hours of work and conditions

• General work hours at the DCC Call Centre are (three days per week) between Monday to Friday from 8:30AM-4:30PM with a one hour lunch break.
• General work hours at SORCe are (two days per week) between Monday to Friday from 8:30AM-4:30PM with a one hour lunch break.
• Some offsite outreach work expected .
• Working in a fast-paced environment requires de-escalation skills and ability to respond to crisis.
• Universal precautions knowledge and ability to complete specialized training applicable to service delivery.
• Reports to the Crisis & 211and CEP Team Leads

The duties and responsibilities outlined above are representative but not all inclusive. Other related duties as required.

What you bring to the role:

Qualifications/Experience

• • An undergraduate degree or diploma in a human services field; an equivalent combination of education and experience will be considered.
  • Demonstrated experience in crisis assessment, intervention, and de-escalation in high-pressure or fast-paced environments.
  • Experience working with individuals with complex needs, including homelessness, mental health concerns, substance use, and/or domestic violence.
  • Knowledge and experience in delivering housing-focused services and navigating homelessness support systems.
  • Strong understanding of community resources within and beyond the homeless-serving system.
  • Experience working both independently and collaboratively in dynamic environments with competing priorities.
  • Knowledge of Indigenous cultures and experience supporting Indigenous individuals and communities, including navigating relevant social services.
  • Familiarity with trauma-informed and harm-reduction practices is an asset.

Skills/Abilities:

• • Strong interpersonal, verbal, and written communication skills, with the ability to adapt to diverse individuals and situations.
  • Effective organizational and problem-solving skills, with attention to detail and the ability to manage competing priorities.
  • Flexibility in responding to unexpected challenges, such as participant needs, operational changes, or technical issues.
  • Ability to assess situations quickly and make informed decisions in crisis or high-stress scenarios.
  • Proficiencywith Microsoft Office and the ability to learn and navigate databases or case management systems (e.g.,iCarol,HMIS).
  • Ability to maintain professionalism and composure while supporting individuals in distress or exhibiting challenging behaviors.

Core Competencies:

• Person 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