Contact Centre Coordinator

Contact Centre Coordinator We are hiring for the following positions on a 6 month contract with the possibility of extension: Part-Time, Friday-Sunday, Evening Part-Time, Friday-Sunday, Evening Part-Time, Thursday-Saturday, Overnight Full Time, Sunday-Thursday Overnight 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. Location & Hours of Work Work location: On-site at Distress Centre Main site - 999 8th street SW, Suite 500. Some opportunities to work remote as part of the 211 Community Resource Specialist component of the role. What We Offer * Generous Vacation Entitlement * RRSP matching and Health Spending Account * Extended health and dental benefits * Access to on-site gym (999 site) at no cost * Paid development days and a staff development fund * A supportive, mission-driven workplace where you can grow, take on new challenges, and collaborate with colleagues that value integrity, hard work, and making a meaningful community impact Who We Are 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. What to Expect The Contact Centre Coordinator reports to a Team Lead. In this role, you will work with crisis line responders by supporting them in working through our crisis intervention framework, assessing the risk level of service users, and helping them navigate our policies and procedures around confidentiality and partnerships eligibility. You will use established frameworks and guidelines to assess when emergency interventions are required and take the appropriate next steps. We provide clear role expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work What You’ll Do This list highlights core responsibilities and is not exhaustive. Additional related duties may arise over time and will be discussed and supported by your supervisor. Contact Centre Coordinator Role * 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. Administration * 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. Other Responsibilities * 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 What You Bring Qualifications & Experience * 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 Skills & Abilities * 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. Communication & Collaboration * 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 Additional Employment Requirements 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. How to Apply Please submit your resume and cover letter through our ADP Career Centre [https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=0b7d4960-e60e-4b56-8c5f-2172b8e37164&ccId=19000101_000001&lang=en_CA&selectedMenuKey=CareerCenter]. Applications are actively being reviewed. The posting will remain open until suitable candidates are found. If you are interested in the position, we encourage you to apply early. Distress Centre is an inclusive workplace. If you are invited for an interview and require accommodation, please let us know. If you require accommodation during the application process, please call our main office and ask to speak to Human Resources. We may also use AI-enabled tools to support aspects of the recruitment process. All hiring decisions are made by people and are guided by our commitment to fairness and inclusion. We thank all applicants for their interest; only those selected for an interview will be contacted.

Provide real-time support, coaching, and debriefing to crisis line responders during high-risk contacts. Coordinate safety follow-ups, document crisis interactions, and assist with statistical data collection.

Requires a diploma or degree in a Human Services-related field or equivalent experience. Candidates must possess knowledge of crisis intervention, mental health, and trauma-informed practices, with a willingness to obtain certifications in First Aid, CPR, and Naloxone administration.

• Generous vacation entitlement • RRSP matching • Health spending account • Extended health benefits • Dental benefits • On-site gym access • Paid development days • Staff development fund

• CommunicationSouhaitée
• Saisie de donnéesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Crisis intervention
• Suicide risk assessment
• Mental health support
• Addictions support
• Case management
• Trauma-informed practice
• Conflict resolution
• Communication
• Coaching
• Mentorship
• Data entry
• Technical troubleshooting
• Risk assessment
• Interpersonal skills
• Cultural awareness

• Social Services
• Customer Service & Support
• Healthcare

Formation minimale

Baccalauréat

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine