Contact Centre Coordinator/community Resource Specialist

**_Contact Centre Coordinator/Community Resource Specialist_**
We are hiring for multiple positions.

1. Full-time Tuesday-Saturday Days

2. Full-time Monday-Friday Days

3. Part-Time Friday-Sunday Days

4. Part-Time Friday-Sunday Evenings

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.

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What to expect in the role:_**

**Job overview**
The Contact Centre Coordinator (CCC) role provides support, assistance, and information to crisis volunteers and staff to offer the best possible service to our service users.

The Community Resource Specialist (CRS) role provides front line information and referral support to 211 related service users.

**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.

Contact Centre Coordinator Role (45%)

Consultation with Volunteers, Contact Centre Assistants (CCA), Crisis Line Workers (CLWs) and Midnight Crisis Line Workers (MCLW):

- Assist volunteers, MCLWs, and CCAs in responding to difficult/higher risk contacts by silent monitoring, real-time coaching/consultation, and debriefing after contacts.

- Facilitate and coordinate access to mobile service teams and
partnerships when necessary.

- Support with technical tasks and troubleshooting.

- Provide real-time, verbal feedback on contacts.

- Assist and support CCAs attending to specific partner phone lines and tasks.

Safety Follow-ups

- Coordinate provision of safety follow-up calls for high-risk/complicated contacts.

Crisis Quality Assurance:

- Provide volunteer/staff mentor and supervisors with brief reports on performance.

Community Resource Specialist Role (45%)

Information and Referral service delivery:

- Assess the needs of inquirers on the 211 and partnership lines.

- Provide appropriate information and referrals in response to those needs, utilizing our resource database

- Where appropriate, provide advocacy on behalf of the inquirer with regard to accessing services

- Offer follow-up service to inquirers on effectiveness of referrals provided.

- Support resource database accuracy by reporting errors or listing requests to the Community Resource Database Team

Other (10%)

Volunteer Mentorship (Full-time / Part-time position):

- Act as regular point of contact for assigned volunteers.

- Assist in identifying areas and strength and development

- Coach and collaboratively set performance related goals.

- Conduct volunteer evaluation interviews as required.

Meetings:

- Attend staff meetings and development opportunities, as required.

- Update other staff about crisis and 211 procedures and services provided, when requested.

Miscellaneous:

- When needed, provide support to either crisis or 211 sections of the contact centre.

- Assist Counselling Program by escorting clients to reception during evening hours.

- Ensure the Contact Centre is kept clean and in working order.

- Engage in volunteer training, committee work, and/or community outreach and desired.

**Hours of work and conditions**
External applicants complete our in-house facilitated training program, as well as a set number of coaching shifts consisting of on-the-job learning and skill development

The CCC/CRS position involves shift work. The program is a 24/7 operation, and schedules include daytime, evening, and overnights. This role will generally be an on-site position.

Full-time staff:

- Evening and weekend on-call coverage for contact centre shifts required (including Christmas/statutory holidays) as per staff rotation schedule and as needed to meet agency needs.
- An average of 19 shifts per month is required.

Part-time staff:

- A minimum of 11 shifts per month is required, which could include week days / weekends/ overnight & including statutory holidays as per their shift rotation.

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What you bring to the role:_**

**Qualifications/Experience**
Diploma or Degree in a Human Services related field is required

Naloxone Training Certification

Gender-Based Analysis+ Certification

Brain Story Certificate of Achievement

Knowledge and/or work experience in case management, crisis intervention, addictions, domestic violence, suicide risk assessment and intervention, mental health, and/or youth issues.

Experience with vulnerable populations and knowledge of community resources

Strong interpersonal and customer skills

Technical skills including contact centre operations, database, and record keeping/documentation experience

Taxonomy knowledge an asset

Exceptional decision making skills including adaptability and assessment

Strong self-management and time management skills

**Skills/Abilities**:

Ability to make quality decision using the DCC principles during contact centre shift.

Ability to set boundaries, manage an