Call Diversion and Navigation Specialist (Overnight)

at  Distress Centre Calgary

Call Diversion and Navigation Specialist
Contract to December 2024
FT - 19 shifts per month, Monday to Friday
Part-Time - 11 shifts per month, Thursday to Sunday
Overnight positions
(open until suitable candidates found)
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.

QUALIFICATIONS/EXPERIENCE

• Diploma or undergraduate degree in Human Services.
• Gender-Based Analysis+ and Brain Story certifications.
• Naloxone Certification
• First Aid and CPR certification.

SKILLS/ABILITIES:

• Intermediate proficiency with the Microsoft Office suite including Word, Excel, Outlook, PowerPoint, Teams, and SharePoint
• 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 engage stakeholders both inside and outside the agency and maintain good working relationships.
• Ability to pass an Enhanced Security Clearance Process to be eligible to work from the 911 Operations Centre.

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.

Call Assessment and Crisis/Mental Health Intervention(40%)

• Utilize active listening skills and rapidly build rapport with callers transferred from 911.
• Operate from a trauma informed perspective.
• Accurately and thoroughly assess appropriate calls using crisis intervention techniques including risk assessment, de-escalation, stabilization and referral to determine individual needs and level of risk.
• Operate from a trauma informed perspective.
• Maintain contact records in accordance with Distress Centre policy and procedures.
• Ensure that assessment and services are delivered in a culturally aware and competent manner.
• Assess the adequacy of resource/supports currently available to the individual.
• Engage and work collaboratively with emergency services when it is determined that additional intervention is required

Information, Referral and System Navigation (40%)

• Assess the adequacy of resource/supports currently available to the individual and help the individual to understand available options, eligibility requirements and support with system navigation.
• Refer individuals to appropriate community organizations or service providers.
• Provide coaching to individuals in building their knowledge and confidence in accessing community resources.
• Provide advocacy, when warranted, for individuals who may face barriers in accessing services or resources.
• Search the resource database to identify resources best suited to the needs of the individual.
• Connect eligible individuals to community mobile crisis response and outreach teams (E.g. Downtown Outreach Addictions Partnership, Community Mobile Crisis Response)

Collaboration and Relationship Building (20%)

• Contribute to a positive team environment for all program areas
• Attend and actively participate in staff and group meetings.
• Act as a resource to other staff as needed.
• Share responsibility for workload
• Work collaboratively with colleagues to provide a seamless, person centered approach for service delivery