Contact Centre Coordinator/community Resource

**_Contact Centre Coordinator/Community Resource Specialist_**

Hiring for:

- 1. Monday - Friday Full-Time Evening Shift

- 2. Sunday - Tuesday Part-Time Evening Shift
- 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.
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

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.

On-site work is required during the first 3 months of employment. After that a minimum of 1 shift per week will be onsite.

**_
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 and influence others
- Ability to deal with Ambiguit