Call Diversion Team Lead

1 week ago

Calgary, Alberta, Canada Distress Centre Calgary Full time

_Call Diversion Team Lead_

  • FTE
  • Contract to Dec 31, 2024 with opportunity for extension_
  • Posting closes on May 23, 2023_


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 Call Diversion Team Lead is responsible for the maintenance of partner relationships and providing support and direction to colocated Distress Centre staff to achieve the highest quality service user experience for contacts transferred from 911 and/or dispatched to our Outreach Team Partners. This position will provide realtime monitoring of program performance, provide feedback and supervision to colocated staff, participate in the development of communications related to our call diversion work, and participate in program development initiatives.
    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.911 Operations Centre Supervision and Performance (40%)
  • Maintain a presence at the 911 Operations Centre and monitor program performance, reallocating staff resources to meet program needs as required.
  • Monitor live 911 calls and review dispatched 911 calls for diversion and coresponse opportunities.
  • Provide realtime coaching and feedback to colocated staff as needed.
  • Ensure that all staff are made aware of programmatic needs and changes through program updates and the use of procedural documentation.
  • Provide debriefing support for colocated staff as needed.
  • Ensure Distress Centre owned technology is in working order, troubleshoot and report problems according to agency protocols
  • Ensure that colocation operations align with the accreditation standards of the American Association of Suicidology and Alliance of Information and Referral Systems.

Supervision of Direct Reports (25%)- Provide supervision and support to assigned direct reports and practicum students as needed.- Support goal achievement, monitor performance, coach for growth and development, and motivate staff to meet the needs of Distress Centre service users.- Complete ADP timecard review and coding for all assigned direct reports.- Conduct quality assurance processes for each direct report and provide feedback and coaching as required.- Complete probationary and annual performance reviews for direct reports and provide feedback to inform performance reviews of other program staff.- In collaboration with the People and Culture department, assist in the recruitment, interviewing and selection of staff.

Program Development (25%)- Participate in the planning and execution of staff development days.- Identify training and development needs related to call diversion performance.- Participate in committees and project working groups as assigned by the Strategic Partnerships and Initiatives Manager- Participate in daily and weekly partnership meetings as assigned.

Other (10%)- Provide Consultation on Call weekend support as assigned.- Attend relevant staff meetings and committees as needed.- Report on outcomes and program performance.


Hours of work

and conditions
This position will require a rotation of Tuesday to Saturday, 35 hours per week.
Comfortable working with and ability to maintain composure in stressful situations.**_
What you bring to the role:_**
Qualifications/Experience

  • Diploma or undergraduate degree in the Human Services.
  • Gender-Based Analysis+ and Brain Story certifications.
  • Naloxone Certification
  • First Aid and CPR certification.
  • Must be able to pass a Calgary Police Service Enhanced Security Clearance
  • Experience with supervision of volunteers and/or staff.

Skills/Abilities:

  • Intermediate proficiency with the Microsoft Office suite including Word, Excel, Outlook, PowerPoint, Teams, and SharePoint
  • Strong interpersonal skills and high emotional intelligence
  • Excellent conflict resolution skills
  • Strong communication skills, both written and verbal
  • Ability to work collaboratively, set priorities, and meet deadlines in a fastpaced environment
  • Organizational and problemsolving skills with a keen attention to detail, a high degree of accuracy, and excellent time management skills.
  • Ability to maintain effective, cooperative working relationships with other staff and volunteers.
  • Ability to engage stakeholders both inside and outside the agency and maintain good working relationships
    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.-
Communication - you clea

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