Coordinated Entry Program – Relief Staff
Start Date - Immediate
About SORCe
The Safe Communities Opportunity and Resource Centre, or SORCe, is 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
For over 50 years Distress Centre has served Calgary and Southern Alberta, providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.
About the Programs
Distress Centre Calgary (DCC) delivers the Coordinated Entry Program (CEP) at both SORCe (Safe Communities Opportunity & Resource Centre) downtown and the Journey Church Day Space in Royal Oak. These programs work collaboratively to support individuals and families experiencing or at risk of homelessness through assessment, referral, and connection to essential services and housing supports.
SORCe is a multi-agency hub where DCC staff provide system navigation, intake and triage, housing assessments (CAA), financial empowerment, and justice navigation services in partnership with other organizations. The goal is to reduce barriers and create pathways toward stability, housing, and wellness.
The Journey Church Day Space offers a welcoming, partnership-based environment where individuals can meet immediate needs such as food, rest, hygiene, and community connection. CEP staff at this site provide intake, assessment, and referral services that help participants access housing and broader system supports.
Together, these programs ensure that individuals receive both immediate relief and coordinated, person-centred support across Calgary’s homeless-serving system.
Job Objective
We are seeking dedicated and compassionate Relief Frontline Staff to provide critical, on-call support to individuals at risk of or currently experiencing homelessness. This role will focus on system navigation, CAA housing strategist work, or participant engagement and triage, depending on the shift and site need. Relief staff contribute to a safe, welcoming, and responsive service environment by engaging participants, assessing immediate needs, providing essential resource referrals, and maintaining lobby flow and safety.
This is a relief position supporting two in-person service locations:
- SORCe (Safe Communities Opportunity and Resource Centre)
- Journey Church Day Space in Tuscany
Primary Duties
This is not an exhaustive list of duties, but meant to give you a sense of what you’ll be doing on a regular basis. Other related duties may be required.
Participant Engagement, Triage, and Lobby Support (as needed)
- Welcome individuals into the space using an assertive engagement and trauma-informed approach.
- Monitor participant flow, manage lobby activity, and implement safety protocols as required.
- Conduct brief assessments to determine urgency, provide crisis support, and de-escalate behaviours.
- Respond to critical incidents such as drug poisonings or medical distress, following site-specific protocols.
System Navigation & Resource Support (as needed)
- Serve as the first point of contact to assess needs and connect participants to appropriate services.
- Support completion of applications and referrals related to housing, income supports, ID, and other basic needs.
- Ensure accurate and timely data entry in the HMIS database, with participant awareness and consent.
CAA Housing Strategist (as needed)
- Administer standardized housing assessments per Coordinated Access policies.
- Educate participants and partners on CHF-funded supportive housing and triage processes.
- Record and update data in CHF’s participant database; develop and support individualized housing plans.
- Maintain contact with participants and liaise with housing programs to ensure warm hand-offs and updates on placement status.
- Provide collateral information for housing referrals and conduct targeted outreach (e.g., health or justice settings, virtual assessments).
Collaborative & Operational Support
- Work collaboratively with partner agencies across service sites (e.g., SORCe, Journey Church).
- Maintain organized, shared service environments and support operational readiness.
- Participate in cross-training, onboarding, and team coverage as needed.
*All program staff share responsibility for portions of the participant flow
- Training and Mentoring (as needed)
- The Distress Centre takes on practicum students year-round. Where required, assist with the supervision, training, and development of practicum students.
Hours of work and conditions
- Relief staff are called in as needed and may be asked to work at either service site depending on coverage needs.
- Shifts occur primarily during daytime hours, Monday through Friday, but may occasionally include other times based on service demand.
- Work is conducted in dynamic, fast-paced environments with potential exposure to challenging behaviours or crisis situations.
- Training in universal precautions and specialized service delivery for individuals experiencing homelessness, mental health challenges, or addictions.
- Collaborative work with site staff, volunteers, and external partners.
The duties and responsibilities outlined above are representative but not all inclusive. Other related duties as required.
What you bring to the role:
Qualifications/Experience
- Diploma or undergraduate degree in a human services field. An equivalent combination of education and experience will be considered.
- Demonstrated experience in crisis assessment, intervention, and de-escalation in high-pressure or unpredictable environments.
- Experience working with individuals facing complex barriers including homelessness, addiction, mental health, and/or domestic violence.
- Familiarity with housing-focused service delivery and system navigation practices.
- Strong knowledge of local community resources within and beyond the homeless-serving system.
- Knowledge and experience with Indigenous cultures, supporting Indigenous individuals and communities, and navigating social services for Indigenous peoples is an asset.
- Knowledge of homelessness, addiction, domestic violence, and mental health challenges.
Skills/Abilities:
- Strong interpersonal communication skills; able to build trust with diverse individuals.
- Highly adaptable, with strong organizational, time management, and problem-solving abilities.
- Comfortable navigating technology and database systems (e.g., Microsoft Office, HMIS).
- Able to remain calm, professional, and responsive during crisis or challenging interactions.
- Knowledge of harm reduction, trauma-informed care, and universal precautions.
Core Competencies:
Client/Service Centred Work – you make clients the ultimate focus of our agency, team, and individual choices and actions.
Partnerships, Relationships, & Teamwork – you build and maintain productive, collaborative working relationships within and across groups, both internally and externally, to accomplish our common goals.
Growth Mindset/Learning – you actively identify new areas for learning and take advantage of opportunities to learn in whatever form they come. You apply your newly gained knowledge in your jobs and share these skills with others.
Communication – you clearly convey information and ideas through a variety of media in a way that engages the audience and helps them to understand and inviting dialogue and inciting action where appropriate.
Diversity, Equity & Inclusion – we build and sustain an inclusive work environment where all individuals are welcomed, supported, respected, and valued for their unique experiences, perspectives, talents, and contributions.
Change Management – you maintain your team and personal effectiveness when being impacted by changes within the organization.
Self-Management – you take responsibility for yourself and your actions.
What Distress Centre has to offer:
Opportunity to work for an organization that’s making a difference in our community
A great working environment with supportive colleagues
Competitive compensation based on hourly wage
Employee and Family Assistance program with access to a virtual health platform
