211 Community Resource Specialist

Distress Centre Calgary; Calgary; Hybrid; CAD 18,000 - 32,000; Part time

Job summary

Distress Centre Calgary is hiring for the Community Resource Specialist – Community Navigation on a 6-month contract with extension possibilities. The role involves front-line navigation for individuals contacting 211 via phone, text, and chat to find appropriate community services.

You will work in a 24/7 contact centre environment, with on-site location and some opportunities for remote work. Training and supervision are provided as part of a supportive, mission-driven team.

Qualifications

• Diploma or degree in a Human Services-related field; equivalent combination accepted.
• Naloxone Administration Training (preferred or as probationary requirement).
• GBA+ knowledge and First Aid/CPR certification appreciated.
• Experience in crisis support, mental health or domestic violence services is an asset.
• Experience with community navigation and resource referrals is valued.

Responsibilities

• Assess needs of individuals contacting 211 and partner lines via phone, text, chat, and email.
• Provide information, referrals, and advocacy support using the Community Resource Database.
• Offer follow-up to assess effectiveness of referrals and supports.
• Maintain database accuracy and participate in staff trainings and meetings.
• Contribute to a safe, respectful contact centre environment.

Skills

Verbal communication

Written communication

Interpersonal skills

Adaptability

Education

Diploma or degree in Human Services

Naloxone Administration Training

GBA+ knowledge

First Aid and CPR

Crisis intervention background

Tools

Microsoft Office

Job description

We are hiring for the following positions on a 6 month c ontract with the possibility of extension :

Thursday-Saturday Overnights

This role operates within a 24/7 contact centre environment. The shifts listed above reflect current hiring needs.

Part-Time Staff

• Work an average of 11 shifts per month , which may include weekdays, evenings, weekends, overnight shifts, and statutory holidays, based on rotation and availability.

Location & Hours

Work location: On-site at 999 8 th street SW with Some opportunities to work remote.

What We Offer

• Generous Vacation Entitlement
• RRSP matching and Health Spending Account
• Extended health and dental benefits
• Access to on-site gym(999 site)at no cost
• Paid development days and a staff development fund
• A supportive, mission-driven workplace where you can grow, take on new challenges, and collaborate with colleagues that value integrity, hard work, and making a meaningful community impact

Who We Are

For over 50 years, Distress Centre has served Calgary and Southern Alberta by 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.

We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective.

What to Expect

The Community Resource Specialist (CRS) reports to a Team Lead. In this role, you will provide front-line community navigation to individuals who contact 211 and partner lines by phone, text, and chat, helping them find appropriate community services and resources.

We provide clear expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work.

What You’ll Do

This list highlights core responsibilities and is not exhaustive. Additional related duties may arise over time and will be discussed and supported by your supervisor.

Community Resource Specialist – Community Navigation

• Assess the needs of individuals contacting 211 and partner lines through phone, text, online chat and email using a person-centered approach
• Assists a wide range of individuals contacting the 211 Line by providing information on diverse topics (non-emergency, social, health and government services), to assist them with their information needs.
• Provide accurate information, referrals, and advocacy support using our Community Resource Database
• Offer follow-up support to assess the effectiveness of referrals
• Support database accuracy by reporting errors or submitting update requests
• Participate in staff meetings, trainings, and development opportunities
• Contribute to a safe, respectful, and well-functioning contact centre environment

What You Bring

Qualifications & Experience

• Diploma or degree in a Human Services-related field , or an equivalent combination of education and experience
• Certification or willingness to obtain within the probationary period:
• Naloxone Administration Training
• Gender-Based Analysis Plus (GBA+)
• First Aid and CPR certification
• Experience or knowledge in one or more of the following areas:
• Crisis intervention and suicide risk assessment
• Mental health and addictions
• Domestic or family violence
• Case management or youth support
• Proven ability to work respectfully and effectively with people from diverse backgrounds and lived experiences, demonstrating strong interpersonal and cultural awareness skills
• Experience supporting diverse and vulnerable populations, with knowledge of community resources, referral pathways, and trauma-informed practices
• Knowledge of the 211 Human Services Indexing System (HSIS) is an asset

Skills & Abilities

• Ability to manage change, unexpected issues, or shifting priorities with appropriate support
• Clear and respectful verbal and written communication skills
• Ability to tailor communication based on the audience or context
• Ability to prepare and deliver information in ways that support different learning preferences
• Experienceusing Microsoft Office and other relevant software

Additional Employment Requirements

As a condition of employment, all successful candidates are required to complete and maintain a Police Information Check. For those in direct service user-facing roles, a Vulnerable Sector Search is also required.

Distress Centre is an inclusive workplace. If you are invited for an interview and require accommodation, please let us know. If you require accommodation during the application process, please call our main office and ask to speak to Human Resources.

We may also use AI-enabled tools to support aspects of the recruitment process. All hiring decisions are made by people and are guided by our commitment to fairness and inclusion.

We thank all applicants for their interest; only those selected for an interview will be contacted.