Community Resource Specialist
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.
What to expect in the role:
Job overview
The Community Resource Specialist (CRS) provides frontline support to individuals reaching out to 211 by phone, text, chat, or email, ensuring every interaction is grounded in person-centered, culturally humble, and trauma-informed practice. In this role, the CRS asks thoughtful and purposeful questions to understand each service user’s unique situation, identify their needs, and determine the most appropriate community resources or supports. They offer clear information, guidance, and referrals, and when needed, provide advocacy by completing referrals or contacting agencies on behalf of the service user. The CRS also works closely with Specialized Community Navigation staff to support people who are navigating complex systems, completing needs assessments, offering warm transfers, and contributing to a coordinated and effective user experience.
Key Outcomes:
- Service users receive timely, accurate, and helpful information and referrals, reducing barriers to accessing community supports.
- Service users feel heard, validated, and supported, reflecting a consistent person-centered and trauma-informed standard of care.
- Service needs are accurately identified, leading to more appropriate referrals and improved alignment with available resources.
- Advocacy and warm transfers improve access and follow-through, ensuring service users are better connected to the supports they need.
- Collaborative workflows with Specialized Community Navigation staff result in smoother navigation for complex situations, enabling service users to experience more coordinated, effective support.
- High-quality documentation and needs assessments contribute to service improvement, data accuracy, and enhanced understanding of community needs.
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.
- Manage incoming calls, chats, and texts, providing accurate information and referrals to service users.
- Use active listening, crisis de-escalation skills, and empathy to build rapport and assess each service user’s needs.
- Combine the resource database with knowledge of access pathways and eligibility requirements to offer accurate, appropriate referrals.
- Offer and complete follow-up services to assess the effectiveness of referrals, confirm successful connections, and address any barriers that arise.
- Transfer contacts to Specialized Community Navigation staff or crisis services according to established protocols.
- Apply inclusive, fair, and respectful practices in all aspects of the role.
- Maintain strict confidentiality and follow all privacy standards.
- Work proficiently within telephony systems, the client relationship management system, and the community resource database.
- Adhere to standards set by relevant accrediting bodies.
- Support the accuracy of the resource database by reporting errors or requesting updates through the Community Resource Database Team.
- Document navigation activities, outcomes, and follow-ups in the contact report system, ensuring accuracy and alignment with quality assurance requirements.
- Set and maintain appropriate boundaries with service users to keep interactions productive and supportive.
- Contribute to continuous improvement by identifying trends, service gaps, workflow efficiencies, and opportunities to strengthen navigation pathways.
- Work collaboratively and receive peer feedback from Mental Health and Addiction Navigation Specialists around appropriateness of referrals and transfers.
- Support peer learning, mentoring, and knowledge exchange between CRS staff and Specialized Community Navigation team members.
- Participate in staff meetings and professional development opportunities as required.
- Engage in peer support by sharing updates on procedures, resources, and services when needed.
- When needed, provide support to either Crisis or 211 sections of the Contact Centre
- Help maintain a clean, organized, and functional Contact Centre environment.
- Take part in committee work and community outreach activities.
The duties and responsibilities listed above are representative but not exhaustive; CRS staff may be asked to perform other job-related tasks as needed.
What you bring to the role:
Qualifications and Requirements
- Diploma or Degree in a Human Services related field is required
- Police Information with a Vulnerable Sectors Check and an Intervention Record Check
- Naloxone training certification
- First Aid Certification
- Gender based Analysis+ Certification
- Brain Story Certification
- Knowledge and/or work experience in case management, crisis intervention, addictions, domestic violence, suicide risk assessment and intervention, mental health, and/or youth issues.
- Experience with vulnerable populations and knowledge of community resources
- Demonstrated competency in resource referral and navigation, risk assessment, and safety planning
- Taxonomy knowledge is an asset
Skills/Abilities:
- Strong decision-making skills grounded in established policies and procedures.
- Ability to navigate ambiguous or complex situations involving service user needs and safety considerations.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Excellent interpersonal communication and de-escalation skills.
- Proficiency with Microsoft Suite (Teams, Outlook, Word, Excel, PowerPoint, etc.).
- Ability to produce accurate, unbiased, and high-quality documentation.
- Strong self-management, organization, and punctuality.
LINES OF COMMUNICATION/ACCOUNTABILITY
- Reports to a Crisis and 211 Team Lead
SPECIAL WORKING CONDITIONS
- This position is primarily onsite at the Distress Centre with some options for remote work.
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:
- Vacation starting at 3 weeks per year
- Matching Group Savings Account
- Extended health and dental benefits from start date
- Opportunity to work for an organization that’s making a difference in our community
- A great working environment with supportive colleagues
- Opportunity to work collaboratively with partnering organizations.
- Opportunities for learning and mentorship, including paid development days and a staff development fund
- On-site gym
