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

Full time – Crisis Team Leader

                                      Employment Opportunity

                   35hours Weekly – Crisis Team Leader

                                 Closing Date: January 4, 2019 


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 Objective

+         Ensure the Crisis Program is meeting the operational requirements of the agency and needs of the community

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

+         In conjunction with the 211 and Volunteer Team Leads oversee and ensure the smooth operation of the Contact Centre


Scope of Responsibilities

+   Coordinate operations of the crisis program and related Contact Centre staff of Distress Centre

+   Ensure the Crisis Program Manager is kept up to date of any information and/or situations impacting the effectiveness of the Crisis Program



Crisis Program Support

o   Assist with reporting and quality assurance requirements for the crisis program services in consultation with Contact Centre Manager, Organizational Performance Analyst, and Finance department

o   Identify needs (i.e. training and staffing) in the Contact Centre for CCC/211 staff and be present for consultation as required

o   Ensure Contact Centre Manager is informed regarding any changes or concerns within the Contact Centre team.

o   Liaison with 211 and Volunteer Team Leads regarding Contact Centre services and issues as required.

o   Support the Contact Centre Manager with crisis program accreditation, development and expansion as needed

o   Oversee Frequent Caller Program procedures, databases, processes, lists, and tasks.

o   Field service user feedback re: crisis services and Contact Centre staff

Staff Supervision:

o   Provide monthly supervision for Full-Time Contact Centre staff and Senior CCC,  (in conjunction with Contact Centre manager)

o   Support goal achievement, coach and monitor performance, motivate staff

o   Assist individuals in developing the necessary skills to be successful within the organization

o   In conjunction with the Human Resources Manager, assist in the recruitment, interviewing and selection of staff

o   Oversee Full-Time Contact Centre Staff scheduling and ensure there is adequate staffing levels to support the needs of the Contact Centre

o   Keep staff informed of information and strategy related to the operation of Distress Centre

o   Coordinate and facilitate ongoing staff development days

Partnerships and Outreach:

o   Liaise and respond to questions and concerns arising from the delivery of services in the Contact Centre through service partnerships (ex: MRT, CRT, SSRT, CCASA and Senior Connect).

o   Attend meetings and committees with partners as required.

o   Coordinate and attend community events as needed

o   Collaborate with the Crisis Program Manager and other relevant stakeholders with Distress Centre marketing and promotions


o   Ensure technology used in the Contact Centre is in working order.

o   Trouble shoot and report problems according to agency protocols.

o   Assist with updating and maintaining internal documents for staff

o   Act as a contact for iCarol and other applicable systems re: technology needs and issues

o   Act as an administrator of staff communications platform (ex: wiki page)


o   E Day Coverage- be available three times a month to provide coverage for volunteer scheduling gaps from 9am- 5pm during weekdays.

o   Volunteer Interviews Coverage - Be available to commit for four hours to conduct Volunteer Interviews every month.

o   Presenting a training module in Volunteer training

o   Attend relevant staff meetings and committees

o   Supervise crisis practicum students as needed


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

Qualifications and Requirements

+         Diploma or undergraduate degree in Social Work or Human Service equivalent

+         Experience with supervision of volunteers and /or staff

+         Ability to work effectively independently and in a team environment

+         Ability to engage volunteers effectively

+         Excellent organizational and time management skills


Lines of Communication/Accountability

+         Reports to the Crisis Program Manager

+         Works closely with the 211 and Volunteer Team Leads, as well as Organizational Performance Analyst


Special Working Conditions

+         General work hours are 9:00am – 5:00pm, however some flexibility is required to aid in the coverage of crisis services and CCC/211 scheduling gaps.

+         The Crisis Program team leader will be required to work one scheduled shift per week as a CCC/211 in the Contact Centre.

+         On-call coverage: evening and weekend on-call coverage for CCC/211 shift (as per staff rotation schedule) 

+         The CrisisTeam Lead shares the responsibilities of the Crisis Program Manager in their extended absence.


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