Contact Centre Coordinator/Community Resource Specialist

at  Distress Centre Calgary

CONTACT CENTRE COORDINATOR/COMMUNITY RESOURCE SPECIALIST

Part-time, Evening Shift (11 shifts/month)
1 x Friday-Sunday
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 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 Ambiguity
Ability to multitask (joggle needed attention by staff and volunteers during shift)
Ability to recognize distance by others and support other during contact centre shift
Ability to demonstrate priority setting, ability to manage multiple priorities and things going on.
Ability to manage time and prioritize
Ability to transcribe calls into word
Ability to manage calls between 10 – 30 minutes interval
Proficiency in documentation

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:

• Verify above responder groups’ documentation/records of contacts.
• 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.