Job Title: Community Resource Specialist

Program Area: 211

Job Level: Information and Referral Staff

Reports to: Team Lead, 211

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, 211, the Community Resource Specialist will provide assistance to individuals contacting the 211 information and referral line through phone calls, emails and/or online chat services. 211 is a 24hour information and referral line that helps people connect to non-emergency social, health and government services. The position provides information, assistance and liaison to people calling the 211 line; gathers statistics for reporting; and assists in various ways with the activities of the Information and Referral Program. The Community Resource Specialist provides information directly for those individuals who know what they need, and utilizes questioning/probing skills to determine the needs of individuals who don't specifically know what they are looking for.

Job Duties and Responsibilities

• Receives calls, emails and requests for online chats from individuals contacting the: 211 Line; Seniors 211 Line; Family Violence Information Line; Bullying Help Line; Crisis Diversion Line; and the Distress Line (as necessary)
• Assists a wide range of individuals contacting the 211 Line by providing information on diverse topics (non-emergency, social, health and government services), in order to assist them with their information needs
• Provides information directly for those individuals who know what they need, and utilizes questioning/probing skills to determine the needs of individuals who don't specifically know what they are looking for
• Triages calls to the Crisis Diversion Line and provides responses/information/services in accordance with the procedure manual
• Responds to Distress Line overflow calls when busy
• Provides assistance and liaison between service providers and callers, where appropriate, by actively linking/connecting the 2 parties together
• Secures opportunities for later follow-up with clients when appropriate
• Participates in follow-up contact with callers to ensure appropriate support was provided and to ensure that the quality of service was maintained
• Provides information on available community resources to the Distress Line volunteers and other agency staff, to enhance their effectiveness when assisting clients or the general public
• Represents Information Services when attending relevant agency and community meetings and events, and participating on joint projects or committees
• Participates in weekly 211 meetings and attends other agency meetings as required

Qualifications/Experience

• Completion of Grade 12 (related post-secondary Diploma or relevant course work in a Social Science preferred)
• Frontline experience on a Distress Line or in another client support role is required
• Successful attainment and maintenance of:
o Community Resource Specialist Certificate
o Crisis Worker Certificate
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check

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 stressful environment, deal with difficult situations and respond in a composed manner
• Positive, helpful attitude towards assisting clients
• Ability to work independently and in a team environment
• Ability to set priorities and allocate time and resources effectively
• 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
• Ability to be empathetic and non-judgmental when assisting clients
• Keyboarding skills and the ability to effectively use Microsoft Office and other program software

Working hours/ Day

Noon - 8pm Thursday - Saturday 24 hrs./week

4pm - Midnight Thursday - Saturday 24 hrs/week

Midnight - 8am Saturday - Tuesday 32 hrs/week

Required Training for the Position

Within the first 3 months of employment:
• Indigenous Cultural Awareness Training
• Discrimination and Harassment Training
• Diversity and Cross-Cultural Training

Within the first 6 months of employment:
• First Aid
• Mental Health First Aid
• GBA+ Training
• Trauma Informed Care