Mental Health and Addictions Navigation Specialist

Mental Health and Addictions Navigation Specialist

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 Mental Health & Addictions (MH&A) Navigation Specialist provides comprehensive, person-centered support to Albertans seeking help with mental health or substance use concerns, ensuring every interaction is trauma-informed and culturally responsive. In this role, the specialist uses skilled, empathetic questioning to understand each service user's needs and identify the most appropriate community, clinical, or peer-based resources. The position places a strong emphasis on sustained engagement and coordination, working closely with service providers, supports, and care teams to reduce barriers and enhance continuity of care. MH&A Navigation Specialists also conduct follow-up to confirm that individuals are successfully connected to services and feel supported throughout their recovery journey.

Key Outcomes:

• Service users access timely and appropriate mental health and addictions supports, resulting in improved ability to navigate care pathways.
• Individuals feel heard, validated, and supported, reflecting consistent use of trauma-informed and culturally responsive practices.
• Service needs are accurately identified, leading to more effective referrals and reduced gaps in care.
• Warm transfers, advocacy, and coordinated support increase follow-through, helping service users stay connected to the resources they need.
• Follow-up practices strengthen continuity of care, ensuring service users experience consistent, dependable navigation throughout their recovery journey.
• Collaboration with community partners, clinical providers, and social service agencies improves coordination, reducing barriers and enhancing overall system responsiveness.
• High-quality documentation and needs assessments contribute to better data, stronger service planning, and improved understanding of mental health and addictions trends across the province.

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.

• Provide primary support to service users contacting 211 Alberta by assessing safety-related risks and mental health or addiction needs.
• Deliver warm transfers, intakes, and referrals to MH&A and related services, ensuring a high standard of service quality.
• Coordinate with clinical and community providers to support smooth care transitions, prioritizing the needs of service users.
• Use active listening, crisis de-escalation skills, and empathy to build rapport and understand service users' needs.
• Combine the resource database with knowledge of access pathways and eligibility requirements to offer accurate and appropriate referrals.
• Offer and complete follow-up services to assess the effectiveness of referrals, confirm successful connections, and address any barriers that arise.
• Maintain current knowledge of mental health and addictions systems, services, and recovery models.
• Apply inclusive, fair and respectful practices in all aspects of the role.
• Maintain strict confidentiality and follow all privacy standards.
• Work proficiently within telephony systems, the client relationship management system, and the community resource database.
• Adhere to standards set by accrediting bodies.
• Support the accuracy of the resource database by reporting errors or requesting updates through the Community Resource Database Team.
• Document navigation activities, outcomes, and follow-ups in the contact report system, ensuring accuracy and alignment with quality assurance requirements.
• Set and maintain appropriate boundaries with service users to support productive and effective interactions.
• Contribute to continuous improvement by identifying trends, service gaps, workflow efficiencies, and opportunities to strengthen navigation pathways.
• Provide peer feedback to Community Resource Specialists (CRS) regarding the appropriateness of referrals and transfers to MH&A Navigation Specialists.
• Support peer learning, mentoring, and knowledge exchange between CRS staff and Specialized Community Navigation teams.
• Participate in staff meetings and professional development activities as required.
• Engage in peer support by sharing updates on procedures, resources, and services when needed.
• When needed, provide support to either Crisis or 211 sections of the Contact Centre
• Help maintain a clean, organized, and fully functioning Contact Centre environment.
• Participate in committee work and community outreach initiatives.

What you bring to the role:

Qualifications and Requirements

• Diploma or degree in Human Services related field is required; background in Social Work, Addictions Counselling, Psychology, or a related field considered an asset
• Minimum two years' experience in Mental Health & Addictions or community navigation.
• Advanced understanding of the Mental Health & Addictions continuum of care.
• Training in trauma-informed, culturally safe, person-centered, empathetic practice.
• Police Information with a Vulnerable Sectors Check and an Intervention Record Check
• Naloxone training certification
• First Aid Certification
• Gender based Analysis+ Certification
• Brain Story Certification
• Knowledge and/or work experience in case management, crisis intervention, addictions, domestic violence, suicide risk assessment and intervention and/or youth issues.
• Experience with vulnerable populations and knowledge of community resources
• Demonstrated competency in resource referral and navigation, risk assessment, and safety planning
• Taxonomy knowledge is an asset

Skills/Abilities:

• Strong decision-making skills that follow established policies and procedures.
• Ability to navigate ambiguous or complex situations involving service user needs or safety concerns.
• Capacity to multitask and prioritize effectively in a fast-paced environment.
• Excellent interpersonal communication and de-escalation skills.
• Proficiency with Microsoft Suite (Teams, Outlook, Word, Excel, PowerPoint, etc.).
• Ability to produce accurate, objective, and high-quality documentation.
• Strong self-management, organization, and timeliness

Lines of Communication/Accountability

• Reports to a Crisis and 211 Team Lead

Special Working Conditions

• This position is primarily onsite at the Distress Centre with some options for remote work.

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.

What Distress Centre has to offer:

• Vacation starting at 3 weeks per year
• Matching Group Savings Account
• Extended health and dental benefits from start date
• Opportunity to work for an organization that's making a difference in our community
• A great working environment with supportive colleagues
• Opportunity to work collaboratively with partnering organizations.
• Opportunities for learning and mentorship, including paid development days and a staff development fund
• On-site gym

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