Navigation Services Manager

Navigation Services Manager

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.

What to expect in the role:

Job Overview

The Navigation Manager will be responsible for the successful implementation and execution of strategic and operational plans informed by 211 Alberta initiatives, that align with the Crisis and Navigation contact centre programs, and overall agency goals, providing effective leadership and communication to all staff within these program areas. This includes developing and maintaining a positive and collaborative work environment that promotes employee engagement, a person-driven focus, through a growth mindset. This position reports to the Director, 24/7 Crisis and Navigation and works alongside the Crisis Program Manager to ensure smooth operation of Distress Centre's Contact Centre including oversight of day-to-day operations of the contact centre, ensuring efficient and effective program service delivery to meet service level standards.

Key Outcomes

• Team Leads and frontline staff are provided the coaching and skill development needed to achieve expectations and provide excellent service delivery.
• The culture of the contact centre is one of accountability, positivity, inclusivity, and collaboration.
• 211 Alberta provincial and regional initiatives are implemented, and program performance is meeting or achieving expectations.
• Data-driven decision making is used to inform program development and service delivery priorities.

Duties

Staff Supervision and Leadership

• Provide regular supervision, mentorship and guidance to a team of Crisis and Navigation Team Leads, with a strong focus on their professional development, through ongoing skill development, coaching, performance feedback and development plans.
• Foster a positive and supportive environment that promotes balance, resilience, and strategies for stress management with a person-centered focus.
• In collaboration with the Crisis Manager, maintain a strong presence in the Contact Centre and act as a steward of the organization's culture by embodying the core values, modeling positive behaviors and fostering a culture of inclusivity, accountability, collaboration and continued improvement.
• Provide guidance to Team Leads in aligning staff expectations with agency goals, identifying opportunities for growth and development, navigating staffing challenges, and ensuring that they are equipped to manage operational demands effectively.
• Support the Crisis and Navigation Team Leads in providing supervision and support to front line staff to ensure service delivery aligns with provincial goals, and organizational culture, goals and values.
• Identify areas for staff development across 211 and collaborate with the Director to develop strategies to improve training and education and enhance staff skills, improving performance.

Program Development and Implementation

• Oversee contact centre functioning including 911 co-location through daily operations, including workforce management, quality assurance, and performance monitoring, resource provision and appropriate documentation.
• Support the Director in the development of the annual 211 operations plan and lead the execution of the plan.
• Develop and implement process and procedures for 211 regional initiatives and inform the development and implementation of province-wide initiatives.
• Implement performance improvement initiatives based on data-driven insights.
• Oversees the operations components of the accreditation process for Inform USA accreditation.
• Support agency initiatives to enhance overall service user experience and satisfaction.

Program Evaluation and Reporting

• In collaboration with the Director, establish and monitor KPIs for 211 regional initiatives to ensure service levels, response times, and customer satisfaction goals are consistently met or exceeded.
• In collaboration with the Data team, utilize service user feedback and implement improvements to deliver person-centered service delivery in alignment with 211 Alberta.
• Contribute to internal and external reporting requirements.

Collaboration and Partnership

• Act as the primary relationship holder with assigned 211 regional partnerships to ensure smooth functioning, open communication, and ongoing improvements.
• Participate in Distress Centre leadership meetings and participate in cross-collaborative projects and agency wide initiatives.
• Work closely with the People and Culture team for talent acquisition, development and retention.
• Ensure organizational and programmatic key messages and communication are being communicated to all levels and personnel within the Crisis and Navigation program and agency as needed.
• Attend, contribute, and provide leadership to internal and external working groups.
• Promotes the agency, vision and mission of Distress Centre within the community.

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

Qualifications and Requirements

• Undergraduate degree in human services.
• 3-5 years supervisory experience.
• Experience in Information & Referral, System Navigation and/or crisis intervention considered an asset.
• Gender-Based Analysis+ certifications.
• Naloxone certification.
• First Aid and CPR certification.

Skills/Abilities

• Ability to adapt and adjust to changing program needs.
• Strong communication skills, both written and verbal.
• Strong interpersonal skills and high emotional intelligence.
• Excellent conflict resolution skills.
• Ability to learn new technologies and use technology to create efficient workflows.
• 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 and prioritization skills.
• Ability to maintain effective, cooperative working relationships with other staff and volunteers.
• Ability to engage stakeholders both inside and outside the agency and maintain good working relationships.
• Ability to research, assimilate, organize, analyze and summarize information.
• Intermediate proficiency with the Microsoft Office suite including Word, Excel, Outlook, PowerPoint, Teams, and SharePoint.

Lines of Communication/Accountability

• Reports to the Director, 24/7 Crisis and Navigation.
• Works in close collaboration with the Crisis Program Manager.
• Works closely with members of the People & Culture Team as well as Managers across Distress Centre Calgary.

Special Working Conditions

• General work hours are 9:00am – 5:00pm, however some flexibility in working evenings/ or weekends to meet the needs of the agency.
• On-call is required to support operations after hours.
• Long periods of sitting at a desk. Predominantly computer work including typing and reading on a screen.
• This position is on-site at Distress Centre with some opportunities for remote work after the conclusion of the probationary period.
• Comfortable working with and ability to maintain composure in stressful situations.

Competencies for positions identified as Manager/People Leader also include the following:

• Strategy & Vision
• Coaching Style Leadership
• Building Trust
• Decision Making, Planning & Performance
• Innovation

Core Competencies:

Client/Service Centred Work: you make clients the ultimate focus of our agency, team, and individual choices and actions.

Partnerships, Relationships, & Teamwork: you build and maintain productive, collaborative working relationships within and across groups, both internally and externally, to accomplish our common goals.

Growth Mindset/Learning: you actively identify new areas for learning and take advantage of opportunities to learn in whatever form they come. You apply your newly gained knowledge in your jobs and share these skills with others.

Communication: you clearly convey information and ideas through a variety of media in a way that engages the audience and helps them to understand and inviting dialogue and inciting action where appropriate.

Diversity, Equity & Inclusion: we build and sustain an inclusive work environment where all individuals are welcomed, supported, respected, and valued for their unique experiences, perspectives, talents, and contributions.

Change Management: you maintain your team and personal effectiveness when being impacted by changes within the organization.

Self-Management: you take responsibility for yourself and your actions.

Benefits

• Opportunity to work for an organization that's making a difference in our community
• A great working environment with supportive colleagues
• Opportunities for learning and mentorship including paid development days and a staff development fund
• Competitive salary
• Great benefits package starting immediately
• Vacation time starting at 3 weeks

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