Identifying Information

Job Title : Contact Centre Coordinator, Distress Line

Program Area : Support Services

Job Level : Contact Centre Coordinator/ Trainer

Reports To : Team Lead, Distress Line

Rotation : Sunday Wednesday (32hr./week) 14:00-22:00

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 the Team Lead, Distress Line, the Contact Centre Coordinator, Distress Line is responsible for coordinating and assisting with the activities necessary for effective Distress Line volunteer program delivery, ensuring service users to CMHA-Edmontons local crisis services receive the highest quality experience. The position duties include supervising/overseeing the performance of volunteers who respond to crisis interactions, answering crisis interactions on the Distress Line and arranging for emotional and practical support for the volunteers and staff as required. The Contact Centre Coordinator, Distress Line will also undertake activities related to orientation, retention, and recognition for Distress Line program volunteers.

Key Outcomes

• Local Crisis services are delivered with a high level of service quality with a primary focus on the needs of service users
• 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

Volunteer Support (60%)

• Collaborates with colleagues to schedule volunteers for various roles in the contact centre, including for voice interactions, Telephone Follow Up calls, or Online Crisis Chat
• Provides guidance and direction to volunteers and staff around how to most appropriately handle interactions and the corresponding responses provided
• Provides direction to volunteers and staff on whether or not to initiate the Rescue Protocol when a caller or child is at imminent risk, and then supports intervention to police services, RCMP, Emergency Medical Services, etc.
• Collaborates with the Team Lead to coordinate staff coverage for Distress Line contact centre operations as required
• Supports the skill development and maintenance of Crisis Service volunteers by offering feedback and tracking performance notes
• Performs a variety of activities related to orientation, retention and recognition for Crisis Services program volunteers
• Provides volunteers and staff with emotional and practical support as a result of dealing with situations encountered while responding to crisis interactions
• Maintains volunteer records such as tracking interactions with callers and other related statistics.

Client Service Delivery (30%)

• Provides coverage answering client interactions via the Crisis programs, includes prescheduled and emergency coverage during scheduled shifts to fill necessary gaps
• Participates in making Telephone Follow-Up calls to see how Crisis Service clients are doing post-crisis Program

Administration and Support (10%)

• Liaise with colleagues to collaborate on various projects and/or CMHA-Edmonton activities
• Documents and updates related to Distress Line procedures in conjunction with the Team Lead and with input from team discussions
• Participates in professional development activities in order to maintain required accreditation standards
• Participates in maintaining the contact centre, including upkeep of the office, furniture and volunteer supplies
• Participates in team meetings and other meetings as required

Qualifications/Experience

CMHA-Edmonton recognizes that candidates all have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections, it is not a checklist. We encourage everyone interested to apply and indicate how you would successfully take on the role even if you have unconventional experiences or qualifications.

• Related post-secondary Diploma or relevant course work (in a Social Science preferred)
• Frontline experience with CMHA-ER's crisis lines or a similar crisis support role
• 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