Part Time - Contact Centre Coordinator

Distress Centre Calgary•Calgary, AB

8d•Hybrid

About The Position

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. This is a 6-month contract with the possibility of extension.

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 make sound decisions in uncertain or changing situations, using established principles and protocols
Ability to prioritize multiple tasks based on risk, urgency, and impact, and manage shifting priorities with appropriate support
Ability to set and maintain healthy professional boundaries with service users, volunteers, and colleagues
Ability to recognize when responders may need support and escalate concerns appropriately
Ability to document contacts accurately, clearly, and professionally
Ability to maintain focus and clear communication during calls and texting interactions.
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
Completion and maintenance of a Police Information Check.
For those in direct service user-facing roles, a Vulnerable Sector Search is also required.

Responsibilities

Provide real-time support and consultation to crisis line responders made up of volunteers and staff during complex or high-risk contacts, including coaching, monitoring, and debriefing
Coordinate safety follow-ups and access to mobile response teams or external partners when service users are eligible for these services
Support quality assurance by reviewing contact documentation and sharing brief performance observations with mentors or supervisors
Assist with basic technical troubleshooting related to contact centre systems
Responds to Distress Line overflow calls when busy.
Document and record crisis contacts as per agency procedure.
Assist with collection of statistical data by tracking and entering contact information to best serve the service users and reporting to community and funders.
Provide mentorship and coaching support to assigned volunteers
Participate in staff meetings, trainings, and development opportunities
Provide operational support across crisis and navigation programs as needed
Contribute to a safe, respectful, and well-functioning contact centre environment