ONE YEAR TERM POSITION

                     Role: Client Engagement Specialist –SORCe

                                 Working hours: 35hours weekly

                      Closing date for application: August 21, 2019

About SORCe

The Safe Communities Opportunity and Resource Centre, or SORCe, is harm reduction focused, multi-agency collaborative that connects people experiencing or at risk homelessness and/or those with complex barriers such as mental or physical vulnerabilities, or socio-economic need, to programs and services that can help to address their needs. As a partner in the SORCe collaborative, Distress Centre Calgary operates the CAA Housing Strategist program, 211 Information & Referrals program, and Financial Empowerment program at SORCe. In addition, Distress Centre Calgary coordinates the SORCe Client Engagement Specialist role.    

About Distress Centre Calgary

Distress Centre Calgary provides Calgary and area with 24-hour crisis support. We do this through our 24/7 crisis and 211 information and referral phone lines and email. We also provide daily chat and text support (for youth) and professional counselling.  All of our services are free and because we do not define crisis anyone can contact us day or night about anything.

We support all social issues – homelessness, poverty, depression, mental illness, bullying, addiction, PTSD, domestic violence, abuse, etc.

We provide a compassionate and supportive environment for our staff and volunteers so they can provide 24-hour support to Calgary’s most vulnerable population.

About the Position

The Client Engagement Specialist position is at the core of all client activity at SORCe.  It is the initial point of contact for all clients and prospective clients entering the SORCe office and will proactively engage clients to build rapport, provide support with basic needs, assess areas of need, provide information, and connect to resources both at SORCe and in the community.    

Client Engagement, Intake and Triage Responsibilities

• Greet, build rapport and establish trust with people seeking support at SORCe.
• Proactively engage those who do not approach the intake window.
• Recognize those who visit frequently but do not access programs and services.
• Proactively manage expectations for wait times.
• Assess areas of need, provide information, and connect to programs and services at SORCe or in the community.
• Create or update client profile and record visit details in the client database.
• Use extensive knowledge of resources available at SORCe and in the community to guide clients in addressing their unique and individual needs. 

Other Responsibilities.

• Monitor the lobby, identify potential security issues, and enact security protocols as required.
• Ensure that the integrity of data in the client database.
• Attempt to de-escalate client emotion and behaviour when required.
• Assist with administrative office tasks and other shared office duties.
• Ensure that all clients are informed of and consent to the SORCe data sharing policy.

Qualifications and Requirements

• Post-secondary education in social work or a related human service field.
• Compassion and respect for all people seeking supports at SORCe.
• Knowledge and understanding of mental health and addictions issues.
• Ability to manage and remain calm in stressful situations.
• Exceptional client service / client engagement skills
• Experience working with vulnerable populations is required.
• Excellent computer skills.
• Good listening and communication skills.
• Ability to be level headed in crisis.
• Able to follow policies and procedures.
• Excellent command of the English language (spoken and written).
• Commitment to inclusivity in accordance with SORCe and Distress Centre policy.
• Knowledge of available social services related to homelessness and issues contributing to homelessness is an asset.
• Knowledge and experience with Indigenous culture, supporting Indigenous people, and social services for Indigenous people is an asset.

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

Lines of Communication/Accountability

+         Reports to the Team lead at SORCe

Special Working Conditions

+         General work hours are Monday to Friday from 8:30-4:30pm with 1hour unpaid lunch.

+         Applicable benefits included and trainings.

+         This position requires long periods of standing.

+         Regular interactions with high acuity clients experiencing homelessness, mental illness and addiction. 

                          *THIS IS A ONE YEAR TERM POSITION*

To apply, please send a resume and cover letter with salary expectation:

            Suite 300, 1010 8th Avenue SW Calgary AB T2P1J2

            Fax: 403.262.2512  Email: [email protected] 

           Only those selected for interview will be contacted.

                            No Phone Calls Please