Community Resource Specialist

CMHA National; Alberta; On-site; CAD 45,000 - 60,000; Full time

Job summary

A community mental health organization based in Canada is seeking a Community Resource Specialist to assist individuals through the 211 information line. The role involves providing information on various services, demonstrating strong communication skills, and ensuring quality support to clients. Ideal candidates should have relevant experience and a positive, helpful attitude towards clients. This enthusiastic position will contribute significantly to community wellness initiatives.

Qualifications

• Minimum 2 years of frontline experience in navigation or crisis lines.
• Successful maintenance of Community Resource Specialist Certificate.
• Police Information Check and Vulnerable Sector Check are required.

Responsibilities

• Assist individuals contacting the 211 Line through calls, emails, and online chats.
• Provide diverse information on non-emergency social, health and government services.
• Triage calls to the Crisis Diversion Line.
• Participate in follow-up contact with callers.

Skills

Strong interpersonal, verbal, and written communication skills

Excellent telephone skills

Ability to work effectively in a stressful environment

Positive, helpful attitude

Organizational and time management skills

Empathetic and non-judgmental attitude

Education

Completion of Grade 12

Related post-secondary Diploma or coursework in Social Science

Tools

Microsoft Office

Job description

Job Title: Community Resource Specialist

Program Area: 211

Job Level: Community Resource Specialist

Reports to: Team Lead, Contact Centre

Rotation: Wednesday - Saturday, 0800 - 1600

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 increased 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 Team Lead, Contact, 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 24‑hour 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.
• Triage 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 two 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 coursework in a Social Science preferred).
• Frontline experience with CMHA‑ER’s navigation or crisis lines or a similar support role, minimum 2 years.
• Successful attainment and maintenance of a Community Resource Specialist 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.

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.
• Trauma Informed Care.

Within the first 6 months of employment:

• Mental Health First Aid.
• GBA+ Training.