211 Alberta Inquiry Services Manager

**Job Description - **Manager, 211 Alberta Inquiry Services**

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Job Objective_**

The Manager, 211 Alberta Inquiry Services plays a crucial role in aligning the service delivery processes and procedures of 211 Alberta across Canadian Mental Health Association - Edmonton Region (CMHA) and Distress Centre Calgary (DCC). This position is responsible for overseeing the province wide delivery of information, referral and navigation services to individuals accessing 211 Alberta through phone, text, and chat, ensuring accreditation standards are met, high quality standards are achieved, and staff are provided with the training required to meet the needs of Albertans. This position will be responsible for ensuring strong communication with other functional elements of 211 Alberta.

This leadership position requires a strategic mindset, strong operational skills, excellent communication skills and the ability to drive continuous improvement in service delivery processes and procedures. This position reports to the Senior Manager, Crisis and Navigation and works closely with program managers, team leads and front-line staff working within the 211 Alberta partnership.

**_ Key Outcomes_**
- 211 Alberta Inquiry Services processes and procedures are aligned across DCC and CMHA-ER, demonstrated through the development of process and procedural documentation.
- 211 Alberta meets/exceeds the accreditation standards set forth by Inform USA.
- 211 Alberta Community Resource Specialists are provided with extensive, consistent onboarding and continuous development training.
- Data-driven decision making is used to inform program development and service delivery priorities.

**_ Duties_**

**Inquiry Services Planning, Implementation and Administration**
- Lead the operational planning, coordinating, monitoring and evaluating of the 211 Alberta Inquiry Services program, ensuring alignment in all practices related to the Inform USA accreditation standards which include but are not limited to:

- Information and Referral/Navigation, and Assistance Provision
- Client Advocacy
- Crisis Intervention
- Follow-up
- Service Delivery Data Collection, Analysis and Reporting
- Disaster Related Information and Referral Delivery
- Chair the Inquiry Services Working group, soliciting feedback from all stakeholders and communicating effectively about change and expectations.
- Ensures that all 211 Alberta policies, procedures and operating guidelines are documented, implemented, maintained and monitored for adherence.

**Training and Support**
- Works closely with the 211 Alberta Training Lead and Inquiry Services working group to assess and prioritize training needs, ensuring 211 Alberta’s new hire and professional development training is consistent with the material contained the Inform USA standards.
- Supports the development of ongoing training programs for Community Resource Specialists.

**Quality Assurance**
- Lead the development of an aligned quality assurance framework for 211 Alberta, including the development/refinement of Inquiry Services related Key Priority Indicators.
- Develop and implement a process for calibration of call monitoring and other quality assurance practices.
- Monitor and evaluate data dashboards and reports.
- Prepare regular reports to be submitted to the 211 Alberta Core team

**Reporting**
- Complete reporting required for all 211 Alberta Inquiry Services related activities, including internal and funder reporting.
- Ensure that the 211 Alberta CORE team and all other relevant parties are informed of risk management issues and other relevant matters.

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

**_ _**_Qualifications and Requirements_**
- Diploma or undergraduate degree in the social services, management, or a related field.
- Experience in Information & Referral, System Navigation and/or crisis intervention considered an asset.
- Gender-Based Analysis+ and Brain Story certifications.
- Naloxone Certification
- First Aid and CPR certification.

**_ 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 staff and colleagues.
- Ability to engage stakeholders both inside and outside the agency and maintain good working relationships.
- Flexibility and the ability to think on your feet to overcome complications with technology, unexpected and last-minute changes

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