Client Engagement and Triage Specialist

**Job Description - Client Engagement and Triage Specialist**

**FTE Contract - Coordinated Entry Program**

**Start Date - Immediate-December 31, 2025**

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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Job Objective_**

The Client Engagement & Triage Specialist is at the core of all activity at SORCe. It is the initial point of contact for all people entering the SORCe office. It will proactively engage people to welcome them to the space, provide rapid engagement when entry is not required for services (e.g. resource sheet, directions), assess areas of need to triage into the SORCe multiple programs and service offerings, and provide lobby management and engagement. Triage to the space includes all programs and services operating within the collaborative space of SORCe and support to access Crossroads partner services. Lobby management includes rapid engagement, which will help people move through the space with their needs met to serve more people safely.

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Primary Duties_**

**Client Engagement & Triage Specialist (80%)**
- As the first point of contact for existing and prospective program participants, the Client Engagement & Triage role will welcome and direct individuals to the appropriate space within the SORCe or provide information on community resources as appropriate.
- Manage the flow of participants entering and exiting the building per the controlled entry policy. Monitor the lobby, support lobby flow, identify potential risks, and enact safety and security protocols as required.
- Ensure the integrity of data in the HMIS database. Create or update participant profiles and record visit details in the HMIS database. Ensure that all participants are informed of and consent to the SORCe data-sharing policy.
- Use extensive knowledge of resources available at SORCe and in the community to guide participants in addressing their unique and individual needs.
- Attempt to de-escalate participant behaviour when needed; provide crisis support to individuals entering the space in a state of distress and, if possible, safely address the need that may have triggered the escalation.
- Provide harm reduction resource information, with a focus on education and safety and referring to community support for supplies and supervised use.
- Provide access to communications where capacity permits.
- Respond to opioid poisoning within and in close vicinity of the centre following SORCe practice and protocol. Keep current with training and protocols and provide leadership to overdose response for all SORCe staff.

**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. Where required, assist with the supervision, training, and development of practicum students.
- 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 SORCe and within the community to guide participants in addressing their needs.

**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._**

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What you bring to the role:_**

**_ Qualifications and Requirements_**
- 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 experience working with highly complex individuals and the ability to maintain composure under pressure.
- Demonstrated experience working in an unpredictable and typically fast paced environment with competing priorities.
- Knowledge of and/or experience working with homelessness, addiction, domestic violence, and/or mental health.
- Knowledge of community resources both within and outside of the homelessness system of care.
- Demonstrated experience working effectively in a team environment and independently.
- Experience working with individuals and families in crisis or experiencing homelessness would be an asset.
- Excellent organizational and time management skills.
- Knowledge of and/or ability to learn participant data management systems.
- Knowledge of and demonstrated experience in the delivery of homelessness support services.
- Knowledge and experience with Indigenous culture, supporting Indigenous people, and social services for Indigenous people is an asset
- Valid Alberta driver’s license with access to