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Company Name:
Distress Centre Calgary
Approximate Salary:
Not Specified
Calgary, Alberta
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
Bachelor's Degree

Full time – 211 Program Team Lead

                                    Employment Opportunity

                 Full time – 211 Program Team Lead

                                  Closing Date: December 12, 2018 


Distress Centre has a 45+ year legacy of creating lasting social impact as one of the essential services in Calgary’s network of care in the community. Together, our staff and volunteers create a unique culture and supportive work environment that sets us apart. Distress Centre staff do not simply have an interest in helping others, but they share a commitment to achieving results. Distress Centre provides staff with the support, resources, and opportunities needed to grow and create change for our community.


Six core competencies have been chosen as the overall skills, abilities and/or knowledge needed to excel as an employee at Distress Centre Calgary. We believe that these six core competencies are what give Distress Centre Calgary an advantage in creating a desired organizational culture for the DC’s employees and volunteers and in delivering quality services to our clients. Employees are also evaluated on their performance in these six areas. The core competencies are: Client/Service Centered Work, Organizational Effectiveness, Teamwork & Communication, Ethics & Values, Ownership & Initiative and Self-Management.




Job Summary:

The 211 Program Team Lead is responsible for assisting with activities necessary to ensure the effective and efficient operation of the 211 Program. 211 is a 24-hour information and referral line that helps people connect to social, health and government services.  The position supervises a team of Information and Referral Specialist Staff. The position will support the maintenance and growth of the 211 Program in adherence with accreditation standards.



+         Assist with reporting and quality assurance requirements for 211 services

+         Ensure the 211 program is adhering to the AIRS standards

+         Recruitment and hiring of Relief Contact Centre staff

+         Motivate, recognize and monitor Relief Contact Centre staff performance and ongoing development 

+         Provide consultation to Contact Centre staff

+         Coordinate and attend community events/action tables for the promotion of 211



+         Demonstrated abilities in program management

+         Demonstrated supervisory abilities

+         Strong interpersonal, verbal and written communication skills

+         Ability to work both independently and as a team member

+         Ability to set priorities and allocate time and resources effectively

+         Demonstrated understanding of: mental health; mental illness and recovery; information and referral services; and crisis intervention

+         Ability to work independently, set priorities, meet deadlines and allocate time and resources effectively

+         Organizational and problem solving skills



+         Minimum Social Work degree or equivalent

+         Minimum of 2 years of supervisory experience

+         Successful attainment and maintenance of AIRS Information and Referral Specialist Certification  designation or willingness to work towards the designation

+         Clear Police Check including Vulnerable Sector Check, Child Intervention Record Check (completed within 6months of application)


Lines of Communication/Accountability

+         Reporting to the 211 Program Manager 


Special Working Conditions

+         General agency work hours are 9:00am – 5:00pm, however some flexibility is required to meet the needs of the 211 Program and Relief Contact Centre staff including some evening work and a minimum of one weekend day (Saturday or Sunday) per month

+         The 211 Program Team Lead will be required to provide Information Referral shift support as needed

+         Should the 211 Program Team Lead choose not to carry $2,000,000 general liability on their vehicle for work purposes, taking public transit for travel to community event and fairs will be required

+         Provide on-call weekend and evening coverage, including Christmas for the Contact Centre pre the rotation schedule and at other times as agency needs require



Benefits of joining Distress Centre:

  • Opportunity to be part of a team committed to social impact
  • A diverse workplace and great working environment, including the opportunity to participate in wellness activities
  • Ongoing training and skills development, including a staff development fund
  • Benefits, matched RRSP plan & competitive salary
  • Generous vacation package


To apply, please send a resume and cover letter including salary expectations to Human Resources at [email protected]


No Phone Calls Please, Selected applicant will be contacted.