Community Resource Specialist

Canadian Mental Health Association Edmonton Region; Edmonton; On-site; CAD 45,000 - 60,000; Full time

Job summary

A non-profit organization is seeking a Community Resource Specialist to support individuals contacting a 24-hour information and referral line. This role involves providing assistance, information, and connecting clients to essential services while participating in community outreach and collaboration with service providers. Ideal candidates will demonstrate strong communication skills and a client-centered approach to service.

Qualifications

• Completion of Grade 12 is essential; post-secondary education preferred.
• Experience on a Distress Line or in client support is required.
• Must attain Police Information Check with Vulnerable Sector Check.

Responsibilities

• Provide assistance to individuals contacting the 211 information and referral line.
• Gather statistics for reporting and assist in activities of the Information and Referral Program.
• Represent Information Services at community meetings and events.

Skills

Interpersonal skills

Verbal communication

Written communication

Organizational skills

Time management

Problem-solving skills

Empathy

Education

Grade 12

Post-secondary Diploma in Social Science

Community Resource Specialist Certificate

Crisis Worker Certificate

Tools

Microsoft Office

Job description

Identifying Information

Job Title: Community Resource Specialist

Program Area: 211

Job Level: Information and Referral

Staff Reports to:Team Lead, Contact Centre Operations

Rotation : Thursday & Friday 9:00AM - 5:00PM Saturday 7:00AM - 3:00PM ( 24 hours )

Sunday - Wednesday : 8:00AM - 5:00 PM ( 32 hours )

Organization Summary

CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. Weincreaseawareness 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 willprovide assistance toindividuals 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 lines; 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 toassist 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

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