Coordinated Entry Program Coordinator

**FTE - Coordinated Entry Program Coordinator**

**Start Date - Immediate**

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.

**_
What to expect in the role:_**

**Job overview**

The Program Coordinator manages the daily scheduling and coordination of programs while providing part-time service delivery support. This role is responsible for mentoring and coaching staff, organizing training sessions, and facilitating onboarding for new team members. Additionally, the coordinator supports the preparation of meeting agendas and presentations and participates in community events and internal committees as needed.

**Primary Duties**

**Coordinated Entry Program Coordinator (60%)**
- Oversee program schedules, ensuring adequate staff coverage and smooth daily operations.
- Offer day-to-day guidance, mentorship, and coaching to staff to support their professional growth and ensure high-quality service delivery.
- Coordinate training programs for staff, including specialized sessions for service delivery in areas such as homelessness, mental health, or addiction.
- Ensure data quality of the team by reviewing error reports and supporting staff to actively fix these errors.
- Ensure that incident reporting is done in a timely manner and includes all pertinent information.
- Manage the onboarding process for new team members, ensuring smooth integration into the program.
- Assist in preparing agendas and slides for monthly team meetings.
- Support in gathering data and materials for program reporting.
- Represent the organization at community events, ensuring a positive presence and fostering partnerships.
- Participate in relevant internal committees to contribute to program development and improvement.

**Frontline Service Delivery (40%)**
- Provides part-time frontline service delivery as required to fill capacity gaps or to support new staff onboarding.
- Serve as the first point of contact for existing and prospective program participants, welcoming and directing them to appropriate services within SORCe or providing information on community resources as needed.
- Manage participant flow into and out of the building, monitor the lobby, and ensure adherence to the controlled entry policy. Address potential risks and enact safety and security protocols as required.
- Ensure accurate and timely data entry into the HMIS database, including creating or updating participant profiles, recording visit details, and informing participants about the SORCe data-sharing policy and obtaining consent.
- Use extensive knowledge of SORCe and community resources to guide participants in addressing their individual needs.
- De-escalate participant behavior and provide crisis support, addressing immediate needs when possible. Facilitate harm reduction education and safety referrals, including opioid poisoning responses, and lead overdose response protocols for staff.
- Facilitate completion of standardized assessments per Coordinated Access and Assessment (CAA) policies, entering and updating assessment data in the CHF database.
- Educate participants and community partners on the CHF-funded supportive housing program and triage process.
- Develop and maintain detailed housing plans for participants, supporting their goals and maintaining communication regarding housing placement status.
- Liaise with housing programs to facilitate warm transfers and provide updated collateral for housing placements. Assist in making referrals to CHF-funded housing programs.
- Support targeted outreach assessments with health and justice system partners, both in-person and virtually.
- 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. Where required, assist with the supervision, training, and development of practicum students.

**SORCe** General (as needed)**
- Collaborate and coordinate with all agencies at SORCe and the Crossroads Collaborative to effectively deliver collaborative programs and services.- _The duties and responsibilities outlined above are representative but not all-inclusive—other related duties as required_

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

**_
What you bring to the role:_**

**Qualifications/Experience**
- Degree or a diploma in the human service field. Commensurate education and experience may be considered.
- In depth understanding and demonstrated experience in crisis assessment and intervention.
- Demonstrated experie