Contact Centre Coordinator - Calgary, Canada - Distress Centre Calgary

Distress Centre Calgary

Verified Company

Calgary, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

_Contact Centre Coordinator/Community Resource Specialist_

Hiring multiple positions, fulltime (19 shifts/month) and parttime (11 shifts/month)

Closing:
Tuesday, May 2 2023

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 Contact Centre Coordinator (CCC) role provides support, assistance, and information to crisis volunteers and staff to offer the best possible service to our service users.

The Community Resource Specialist (CRS) role provides front line information and referral support to 211 related service users.
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 FollowupsCoordinate provision of safety followup calls for highrisk/complicated contacts.
Crisis Quality Assurance:
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.

Hours of work and conditions

External applicants complete our inhouse facilitated training program, as well as a set number of coaching shifts consisting of onthejob learning and skill developmentThe CCC/CRS position involves shift work. The program is a 24/7 operation, and schedules include daytime, evening, and overnights.

All Full-time positions are 19 shifts/month. All Part-time positions are 11 shifts/month. All shifts are 8 hours in length.

Position 1:

Full-time, Mon-Fri Day Shift (Start times between 6am-11am)
Position 2: Full-time, Mon-Fri Evening Shift (Start times between 12pm-4pm)
Position 3:Part-time, Fri-Sun Day Shift (Start times between 6am-11am)
Position 4:Part-time, Fri-Sun Overnight Shift (start times between 10pm-midnight)-**_
What you bring to the role:_**
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 selfmanagement 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)