Overnight Crisis

Overnight Crisis and 211 Team Lead

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 Objective

The Crisis and 211 Team Lead is responsible for providing support and direction to contact centre staff to achieve the highest quality service user experience of Crisis and Navigation programs. Working in partnership with the other Crisis and 211 Team Leads, this position will provide real-time monitoring of program performance and reallocate staff resources as needed, provide feedback and supervision to contact centre staff, participate in the development of communications related to the contact centre, and participate in program development initiatives.

Key Outcomes

• Crisis and Navigation operations are delivered with a high level of service quality with a priority focus on the needs of service users.
• Crisis and Navigation staff are informed of program activities and improvements with clear consistent messaging.
• Crisis and Navigation documentation (e.g. procedural documents, training materials, etc.) are kept up-to-date and can be accessed efficiently.
• Crisis and Navigation staff across all locations are given consistent feedback and coaching to achieve a high level of service quality.

Duties
Contact Centre Supervision and Performance

• Maintain an overnight contact centre presence and monitor real-time program dashboards, re-allocating staff resources to best meet the needs of the Crisis and Navigation programs.
• Provide real-time coaching and feedback to Crisis and Navigation staff as needed.
• Ensure that all Crisis and Navigation staff are made aware of programmatic needs and changes through program updates and the use of procedural documentation.
• Provide debriefing support for staff as needed.
• Ensure technology in contact centre is in working order, troubleshoot and report problems according to agency protocols
• Ensure that contact centre operations align with agency accreditation standards.
• Report on outcomes and program performance.

Supervision of Direct Reports

• Provide supervision and support to assigned overnight direct reports and practicum students as needed.
• Support goal achievement, monitor performance, coach for growth and development, and motivate staff to meet the needs of Distress Centre service users.
• Complete timecard review and coding for all assigned direct reports.
• Conduct quality assurance processes for each direct report and provide feedback and coaching as required.
• Complete probationary and annual performance reviews for direct reports and provide feedback to inform performance reviews of other contact centre staff.
• Assist in the recruitment, interviewing and selection of staff.

Program Development and Collaboration

• Participate in the planning and execution of staff development days and participate in staff meetings.
• Identify training and development needs related to contact centre performance.
• Coordinate and facilitate collaboration with the Distress Centre Team Leads across sites, participate in cross-collaborative projects and agency-wide initiatives.
• Promote the agency, vision and mission and programmatic activities of Distress Centre within the community.
• Create a community with the overnight team at all work locations including the Contact Centre and Call Diversion staff.

Other

• Provide Consultation On Call weekend support as assigned.
• Assist in training both staff and volunteers on contact centre operations.
• Provide mentorship support to assigned volunteers.
• Engage in the development of a team first culture through provision of front-line support including working assigned shifts alongside your team.

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 Human Services.
• Experience with supervision of volunteers and/or staff.
• Gender-Based Analysis+ certification.
• Naloxone certification
• First Aid and CPR certification.

Skills/Abilities:

• 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 other staff and volunteers.
• Ability to engage stakeholders both inside and outside the agency and maintain good working relationships. Intermediate proficiency with the Microsoft Office suite including Word, Excel, Outlook, PowerPoint, Teams, and SharePoint.

Lines of Communication/Accountability

• Reports to a Crisis and Navigation Manager as assigned.
• Works closely with other Crisis and 211 Team Leads, and Call Diversion Team Leads.

Special Working Conditions

• General work hours are Tuesday – Saturday, the hours will be 2pm-10pm on Tuesdays and 10:00pm-6:00am Wednesday-Saturday. Some flexibility required to accommodate contact centre needs.
• Long periods of sitting at a desk. Predominantly computer work including typing and reading on a screen.
• Comfortable working with and ability to maintain composure in stressful situations.
• This position will require shifts to be completed on-site at Distress Centre with the possibility of some remote work in the future.

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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