211 Community Resource Specialist

Distress Centre Calgary•Calgary, AB

19h•Hybrid

About The Position

We are hiring for the following positions on a 6 month contract with the possibility of extension: Thursday-Saturday Overnights. This role operates within a 24/7 contact centre environment. The shifts listed above reflect current hiring needs. Part-Time Staff: Work an average of 11 shifts per month, which may include weekdays, evenings, weekends, overnight shifts, and statutory holidays, based on rotation and availability. For over 50 years, Distress Centre has served Calgary and Southern Alberta by 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. We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective. The Community Resource Specialist (CRS) reports to a Team Lead. In this role, you will provide front-line community navigation to individuals who contact 211 and partner lines by phone, text, and chat, helping them find appropriate community services and resources. We provide clear expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work.

Requirements

Diploma or degree in a Human Services-related field, or an equivalent combination of education and experience
Certification or willingness to obtain within the probationary period: Naloxone Administration Training, Gender-Based Analysis Plus (GBA+), First Aid and CPR certification
Experience or knowledge in one or more of the following areas: Crisis intervention and suicide risk assessment, Mental health and addictions, Domestic or family violence, Case management or youth support
Proven ability to work respectfully and effectively with people from diverse backgrounds and lived experiences, demonstrating strong interpersonal and cultural awareness skills
Experience supporting diverse and vulnerable populations, with knowledge of community resources, referral pathways, and trauma-informed practices
Ability to manage change, unexpected issues, or shifting priorities with appropriate support
Clear and respectful verbal and written communication skills
Ability to tailor communication based on the audience or context
Ability to prepare and deliver information in ways that support different learning preferences
Experience using Microsoft Office and other relevant software
As a condition of employment, all successful candidates are required to complete and maintain a Police Information Check. For those in direct service user-facing roles, a Vulnerable Sector Search is also required.

Nice To Haves

Knowledge of the 211 Human Services Indexing System (HSIS) is an asset

Responsibilities

Assess the needs of individuals contacting 211 and partner lines through phone, text, online chat and email using a person-centered approach
Assists a wide range of individuals contacting the 211 Line by providing information on diverse topics (non-emergency, social, health and government services), to assist them with their information needs.
Provide accurate information, referrals, and advocacy support using our Community Resource Database
Offer follow-up support to assess the effectiveness of referrals
Support database accuracy by reporting errors or submitting update requests
Participate in staff meetings, trainings, and development opportunities
Contribute to a safe, respectful, and well-functioning contact centre environment