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Company Name:
Distress Centre Calgary
Approximate Salary:
Not Specified
Calgary, Alberta
Social Services
Position type:
Full Time
Experience level:
Less than 2 years
Education level:
High School or equivalent

Contact Centre Administrative Assistant

                     Employment Opportunity

Full-time Position - Contact Centre Administrative Assistant

                  Closing Date- August 15, 2019 

Distress Centre Calgary provides 24-hour crisis support to Calgary and surrounding areas through our 24/7 crisis and 211 Community Resources lines. We also provide daily email, chat and text supportand professional counselling. All of our services are free. Because we do not define crisis, anyone can contact us, day or night.

We support people experiencing crisis due to homelessness, poverty, mental illness, bullying, addictions, 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.


  • Minimum High-School Diploma
  • Office administration experience and/or certificate an asset
  • Exceptional interpersonal communication skills such as: empathy, listening, non-judgmental, etc.
  • Ability to remain level-headed in a crisis
  • Ability to work effectively independently, under challenging time constraints and in a team environment.
  • Excellent command of the English language
  • Ability to analyze data and compile reports
  • Proficiency with Microsoft Office, Microsoft Forms, and Google Forms
  • Crisis line experience an asset
  • Experience with iCarol or comparable contact centre software an asset
  • Gender-Based Analysis+ Certification is required
  • Brain Story Certifications will be an asset

About the position:

The responsibility of Contact Centre Administrative Assistant is to manage and support the scheduling requirements of volunteers and staff, and assist the Volunteer Team Lead with the day-to-day operation of the contact centre.


  • Participate in the screening and recruitment of new volunteers.
  • Collect, consolidate, and process pre-sign up requests for all volunteers.
  • Ensure that there is adequate volunteer coverage on the crisis lines.
  • Coordinate with new volunteers-in-training and volunteers to book observation shifts.
  • Create and manage volunteer accounts for both Distress Centre and Canada Suicide Prevention Service.
  • Coordinate coaching shifts with volunteers-in-training.
  • Establish a monthly shift schedule for both full-time and relief staff in the contact centre.
  • Generate a monthly mentor report and track key performance indicators and other valuable statistics
  • Perform a weekly audit of volunteers-in-training.

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

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 

Lines of Communication/Accountability

  • Volunteer Team Lead will be the direct supervisor for this role; however, this position is accountable to all contact centre Team Leads. 

Special Working Conditions

  • General work hours are 9:00am – 5:00pm, however some flexibility is required to aid coverage of phone lines.
  • Provide on-call weekend and evening coverage for the Contact Centre per the rotation schedule and at other times as agency needs require
  • Conduct coaching shifts with new volunteers in the contact centre or provide E-Day coverage depending on needs of the agency.

External Applicants Requirement:

+        External applicants are expected to complete a 3 weeks in-house facilitated training. (Tuesdays & Thursdays 6am-9pm), (Saturday 9am-4pm) as well as a set number of coaching shifts consisting of on-the-job learning and skill development.


            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]


            Only those selected for interview will be contacted.


                             No Phone Calls Please