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Company Name:
Distress Centre Calgary
Approximate Salary:
24.55 Per Hour
Calgary, Alberta
Position type:
Experience level:
2 - 5 years
Education level:
Bachelor's Degree

Contact Centre Coordinator/Information & Referral Specialist

Employment Opportunity

Contact Centre Coordinator/Information & Referral Specialist

Relief Positions – Shift Work

Closing Date: May 18, 2018


Distress Centre Calgary (DCC) is a non-profit agency that provides 24 hour crisis support, professional counselling and 211 referrals to hundreds of government, health, social and community resources in Calgary and the surrounding area - all at no cost. We don’t judge, we are here to listen and support those in crisis. A call to DCC is often a first step towards achieving stability in a stressful or anxious time of life.


Job Objective

+        The Contact Centre Coordinator (CCC) position provides support, assistance and information to crisis line and chat volunteers and paid Contact Centre staff to enable them to offer the best possible service to our clients.

+        The Information and Referral (I&R) Specialist is the front line of providing information and referral to the public.  The Information & Referral Specialist will answer 211 calls, respond to caller’s requests, and provide follow-up and advocacy when appropriate.


Scope of Responsibilities


+        Responsible for ensuring that all clients are supported within the guidelines of Distress Centre Calgary’s policies and procedures.

+        Responsible for ensuring that positive relationships with all agency and organization partnerships are maintained.

+        Responsible for notifying the Contact Centre Team Leader (Staff) of all up-dates and concerns as they apply to volunteers, contact centre staff, contact centre procedures, and partnering agencies.

I&R Specialist:

+    The responsibility of the I&R Specialist starts at the point of time that the call is picked up until:

  • request for information made by the caller is complete
  • referral has been made to another organization and advocacy and follow-up has been

     completed as appropriate

+    In addition, the I&R Specialist will be expected to periodically contact and/or visit outside organizations to provide information on 211 and to learn about the services provided by the outside agency.






+        Consultation with Volunteers (CCC):

  • Assisting volunteers in responding to difficult/higher risk calls.
  • Assisting volunteers to access a mobile response team when necessary.
  • Assisting volunteers with patching and other related technical tasks.
  • Providing volunteers with immediate, verbal feedback on calls.
  • Assisting volunteers in answering calls from Community Response Team & Seniors Connect regarding risk assessment, support/ referral & consultation.
  • Assisting and supervising Contact Centre Assistants answering the Social Service Response Team calls and Connect line.

+        Consultation with Professionals (I&R Specialist):

  • Advising professionals from external agencies with regard to resources, referral information and protocols.
    • Meet with professionals from external agencies to provide information about 211 or to receive information about particular agencies referral procedures and services provided.

+        Consultation with public (I&R Specialist):

  • Assess the needs of callers to the 211 lines.
  • Provide appropriate information and referrals in response to the needs of the caller.
  • Where necessary, provide advocacy on behalf of the caller with regard to accessing services
  • Where required, provide follow-up to callers.

+        Consultation with Inform Calgary (I&R Specialist):

  • Provide information to Inform Calgary where and when errors in database are discovered.
  • Direct agencies wishing to correct/update/add listings to Inform Calgary.

+        Data collection:

  • Following a 211 call, fill out the data collection card.
  • Complete other documentation as required

+        Statistical Collection:

  • Collecting and data input of statistical information, as requested.

+        Card Reading (CCC):

  • Responsible for reading the volunteer cards describing the interaction between the volunteer and the client. 
  • The Contact Centre Coordinator will also provide the staff mentor of the volunteer on shift with a brief report on any special circumstances that arose during that shift.

+        Follow-up Requests:

  • Provide follow-up on calls in high-risk/complicated situations.

+        Meetings:

  • Attending staff meetings and staff development opportunities, as required.
  • Be prepared to update other staff about particular agencies referral procedures and services provided, when requested.

+        Other:

  • Provide support to crisis line on behalf of Contact Centre when needed.
  • Maintaining current info re: referrals and resources.
  • Assisting the Counselling Program by escorting clients to waiting room during the evening.
  • Ensuring the Contact Centre is kept clean at all times.


The duties and responsibilities outlined above are representative but not all inclusive. Other related duties as required.

Qualifications and Requirements

+        Minimum Social Work diploma and 2-3 years relevant work experience in Human Services.


Lines of Communication/Accountability

+        Reports to the 211Team Leader


Special Working Conditions                                                                   

+        The Contact Centre Coordinator/Information and Referral Specialist position involves shift work. The program is a 24/7 operation, and schedules will include weekends and overnights.


To apply, please send a resume and cover letter:

Suite 300, 1010 8th Avenue SW Calgary AB T2P1J2

Fax: 403.262.2512 Email: [email protected]



No Phone Calls Please, Applicants will be contacted.

Closing date for application is May 18th 2018