Call Diversion Team Lead

2 weeks ago

Calgary, 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 co-located 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 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 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, re-allocating staff resources to meet program needs as required.- Monitor live 911 calls and review dispatched 911 calls for diversion and co-response opportunities.- Provide real-time coaching and feedback to co-located 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 co-located staff as needed.- Ensure Distress Centre owned technology is in working order, troubleshoot and report problems according to agency protocols- Ensure that co-location 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 fast-paced environment- Organizational and problem-solving 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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