Overnight Crisis & 211 Team Lead

Distress Centre Calgary; Calgary; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Vacation entitlement

RRSP matching

Health spending account

Extended health and dental benefits

On-site gym

Staff development days

Supportive workplace

Job summary

Distress Centre Calgary is seeking an Overnight Crisis and 211 Team Lead to supervise and support overnight frontline staff. You will monitor real-time dashboards, coach staff, and drive training initiatives to ensure high-quality crisis navigation services.

We value integrity and teamwork in a 24/7 environment; the role requires collaboration across sites and confidentiality in a mission-driven setting.

Qualifications

• A degree or diploma in a Human Services-related field.

Responsibilities

• Maintain an overnight contact centre presence and monitor real-time dashboards, providing coaching and updates to ensure operations meet standards.
• Supervise and coach overnight direct reports and practicum students through goal setting, performance monitoring, and recruitment activities.
• Identify training needs and contribute to staff development days and cross-site collaboration to strengthen overnight team skills.
• Deliver on-call weekend consultation and model a team-first culture to maintain frontline continuity.

Education

Degree in Human Services-related field

Job description

This is a Full-Time position starting as soon as possible.

Location & Hours

Work location: On-site at Distress Centre Calgary (999 8 St SW, Suite 500).

Hours: 32 hours a week. General work hours are Tuesday - 2:00pm to 11:00pm and Wednesday to Friday - 9:00pm to 6:00am. Some flexibility is required to accommodate Contact Centre needs.

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 make 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 in 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 Overnight Crisis and 211 Team Lead reports to a Manager and plays a key role in supporting and supervising overnight front line staff through quality assurance, performance management, and staff development while contributing towards organizational goals through internal and external relationship building and project 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.

• Maintain an overnight contact centre presence and monitor real-time dashboards, re-allocating staff resources and providing coaching, debriefing, and program updates to ensure Crisis and Navigation operations meet service quality and accreditation standards.

Supervision & Development of Direct Reports

• Supervise and coach assigned overnight direct reports and practicum students through goal setting, performance monitoring, quality assurance, performance reviews, timecard coding, and recruitment activities to build capability and support high-quality service delivery.

Training Needs & Staff Development

• Identify training and development needs related to contact centre performance and contribute to staff development days, staff meetings, and training of staff and volunteers to strengthen team skills.
• Coordinate and facilitate collaboration with Team Leads across sites and participate in cross-collaborative projects and agency-wide initiatives to build overnight team community and promote the agency within the community.
• Work assigned shifts alongside the team, provide volunteer mentorship, and deliver on-call weekend consultation to model a team-first culture and maintain continuity of frontline support.

What You Bring

• A degree or diploma in a Human Services-related field.
• 2-4 years of experience supervising and mentoring volunteers and/or staff, coaching frontline teams, and supporting recruitment activities.
• Demonstrated experience delivering contact centre or crisis navigation services, including real-time monitoring and maintaining procedures and training materials.
• Proven interpersonal and cultural competency skills to work effectively and respectfully with people from diverse backgrounds and lived experiences.
• A grounded, confident approach to communication and emotional intelligence, with the ability to navigate conflict, stay composed in high stress situations, and make sound, independent decisions during on-call or after-hours coverage.
• A collaborative mindset, comfortable building relationships across teams and sites, and setting priorities in a fast-paced, 24/7 environment.
• Sharp organizational and problem-solving skills with strong attention to detail, accuracy, and time management, and experience supporting performance management processes such as formal reviews.
• Certifications in Gender-Based Analysis+ (GBA+), Naloxone, and First Aid/CPR (or a willingness to obtain).

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.