211 System Navigator

**_211 System Navigator & Resource Specialist_**

Distress Centre Calgary provides Calgary and area with 24-hour crisis support. We do this through our 24/7 crisis and 211 information and referral phone lines, daily online services, and professional counselling. All our services are free, and because we do not define crisis, anyone can contact us day or night about anything.

We support all social issues - homelessness, poverty, depression, mental illness, bullying, addiction, PTSD, domestic violence, abuse, etc.

We believe in providing a compassionate and supportive environment for our staff and volunteers.

**About SORCe and Distress Centre Programs**

The Safe Communities Opportunity and Resource Centre (SORCe), is a multi-agency collaborative that connects people experiencing or at risk of experiencing homelessness and/or those with complex barriers such as mental or physical vulnerabilities, or socio-economic need, to programs and services that can help to address their needs. As a backbone partner in the SORCe collaborative, Distress Centre Calgary operates the Coordinated Entry Program located at SORCe. Programming includes Engagement and Triage, CAA Housing Strategists, Financial Empowerment, ID Replacement, System Navigator & Resource Specialists, and a Communications Hub.

The Coordinated Entry program at SORCe serves as the primary intake & assessment for CHF funded housing first programs, and provides information, referrals, system navigation supports, and community connections to people who are experiencing or at-risk of experiencing homelessness. The objective of the program is to make meaningful, person centered impact that is agnostic to any particular program or service in the homeless serving system of care and broader social services sector. The program aims to support the coordinated system in Calgary through preventing people from entering homelessness and/or reducing the barriers to sustainable housing for those at-risk or experiencing homelessness.

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What to expect in the role:_**

**Job overview**

**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 Navigation & Resource Specialist (80%)**
- Greet, build rapport and establish trust with people seeking support at SORCe both at the participant window and with those in the lobby.
- Recognize those who visit frequently but do not access programs and services and proactively engage with them over time.
- Proactively manage expectations for wait times.
- Provide collateral and support connection on behalf of participants for programs at SORCe or in the community with the goal of people ending or preventing their experience of homelessness.
- Use extensive knowledge of resources available at SORCe location and in the community to guide participants in addressing their unique and individual needs.
- Coordinate referrals with SORCe partner programs, CEP Housing Strategists and Prevention & Diversion Strategists for assessment or intake completion.
- Provide a quarterly survey to community referral partners to seek feedback and assess service delivery gaps.
- Support resource database accuracy by reporting errors or listing requests to the Community Resource Database Team.
- Maintain HMIS database integrity by creating/updating participant profiles, recording visit details, and ensuring participant awareness of and consent to data sharing policy.
- Document contacts in iCarol database with relevant information including demographics and referrals provided utilizing our resource database.
- Support administrative tasks and shared office responsibilities, including stocking entry and engagement windows.

**Other (20%)**
- _All program staff at SORCe share responsibility for portions of the participant flow_
- Training and Mentoring (as needed)
- The Distress Centre takes on practicum students year round. Assist with the supervision, training and development of practicum students where required.
- Meetings
- Attend staff meetings and development opportunities, as required.
- Update other staff about CEP, crisis and 211 procedures and services provided, when requested.
- Draw upon extensive knowledge of available resources at both SORCe and within the community to guide participants in addressing their distinct needs.

**SORCe General (as needed)**
- Collaborate and coordinate with all agencies at SORCe, as well as the Crossroads Collaborative, in the effective delivery of collaborative programs and services.

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

**Special Working Conditions**
- General work hours are Monday to Friday from 8:30-4:30pm** **with a one hour lunch break
- Working in a fast-paced environment requiring de-escalation skills and an ability to respond to crisis

**Lines of Communication/Accountability**
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