Identifying Information
Job Title: Contact Centre Coordinator (Casual)
Hours of work: Position is self-scheduled according to program needs
Compensation: Day (8:00-20:00): $24.48 - $32.17
Evening (20:00-8:00): $28.87 $37.54
Program Area: Contact Centre
Reports to: Team Lead Contact Centre Operations

Position Type: Temporary (contract) 6 months
Organization Summary
CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people
experience good mental health and well-being. We increase awareness and understanding of
mental health, mental illness, recovery, and suicide prevention through education. We support the
resilience and recovery of people in distress including those affected by mental illness or suicide
by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide
grief and family support; information and referral support; and providing opportunities to
improve your wellness.
Job Summary
Reporting to Team Lead Contact Centre Operation , the Contact Centre Coordinator (Casual) is
responsible for coordinating and assisting with the activities necessary for effective contact centre
operations according to assigned shifts. Includes live staff and distress line volunteer support,
distress line volunteer monitor shifts, responding to incoming contacts via contact centre services.
Key Outcomes
Local Crisis, 988 and 211 Navigation Services are delivered with a high level of service
quality with a primary focus on the needs of service users
Staff working during the overnight hours have support in order to complete their job at
the level of quality expected within their roles
Volunteers answering Local Crisis Services have support in order to complete their duties
at the level of quality expected within their roles.
Job Duties and Responsibilities
Contact Centre Coordination
Consultation with Community Resource Specialists(CRS), Crisis Responders(CR) and
Distress Line Volunteers:
o Assists CRS and CR in responding to difficult/ higher risk contacts by silent
monitoring, real-time coaching/consultation and debriefing after contacts
o Facilitate and coordinated access to mobile crisis teams or emergency services
when necessary
o Support with technical tasks and troubleshooting
o Provide real-time verbal feedback on contacts
Assist and support with answering various partners and contracted lines
Crisis (988) quality assurance:
Verify CR documentation and records of contacts as required
Respond to staff schedule contacts between 12:00-8:00 and adjust staffing accordingly to
meet immediate staffing needs.
Monitoring and Training
Supports the training of Distress Line Volunteers and Crisis Responders by supervising
Monitor Shifts and providing feedback on volunteer and responder performance
During monitor shifts, evaluates the performance of Distress Line Volunteer Trainees and
Crisis Responders.
Client Service Delivery
Provides coverage answering client interactions via the Navigation and Crisis programs,
including prescheduled shifts and emergency coverage necessary to fill gaps.
Other
Participates in professional development activities in order to maintain required
accreditation standards.
Participates in maintaining the contact center physical and virtual spaces, including
upkeep of the office, furniture and supplies.
Participates in team meetings and other meetings as required.
Special Working Conditions
This position will bid on open shifts based on availability, available shifts will be based
on program operational needs and are scheduled 24/7, 365 days per year.
Staff are eligible to bid on shifts for which they have received the appropriate training
and evaluation to complete
Staff are required to work a minimum of 24 hrs per month, based on availability
Minimum of one overnight shift every two months, based on shift availability
Minimum of four statutory holiday shifts per year, based on availability
In office and remote work will be determined by operational requirements of the shift
scheduled.
Qualifications/Experience
Related post-secondary Diploma or relevant course work (in a Social Science preferred)
Frontline experience with CMHA-ER's navigation or crisis lines or a similar crisis
support role, minimum 2 years
Successful attainment and maintenance of:
Information and Referral Specialist Certificate
Successful attainment of Brain Story Certification
Successful completion of Gender Based Analysis Plus Training
Acceptable attainment and maintenance of a Police Information Check with a Vulnerable
Sector Check and an Intervention Record Check
Proficient in computer skills (Microsoft Office and other program software e.g. Better
Impact, iCarol)
Skills/Abilities
Strong interpersonal, verbal, and written communication skills
Excellent telephone skills, including questioning, probing and/or interviewing abilities, to
ensure individuals needs are being determined and appropriately met
Ability to work effectively in a challenging environment, deal with difficult situations
and respond in a composed manner
Positive, helpful attitude towards assisting clients
Demonstrated understanding of mental health; mental illness and recovery; information
and referral services; and crisis intervention
Ability to work independently and in a team environment
Strong organizational, time management and problem-solving skills
Demonstrated abilities and initiative in completing tasks and projects
Ability to provide constructive and positive feedback to others and be able to accept the
same
Must be empathetic, assertive and non-judgmental when assisting clients.
Required Training for the Position
Within the first 3 months of employment:
Discrimination and Harassment Training
Diversity and Cross-Cultural Training
Trauma Informed Care
Within the first 6 months of employment:
First Aid
GBA+ Training