Job Description

211 Alberta Project Manager

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 Objective


The 211 Alberta Project Manager will lead a short-term initiative to guide 211 Alberta through a period of transformation, including implementing a new technology system and transitioning to an updated service delivery model in conjunction with provincial partners. This role will ensure that all project activities are delivered on time, within scope, in alignment with privacy legislation, and with smooth change adoption and strong collaboration with provincial partners. The Project Manager will have created sustainable processes, documentation and capacity to maintain changes beyond the contract term.

Key Outcomes

Comprehensive project plan created and executed, with milestones achieved on time and within scope. Risks are identified early and mitigation plans created. Staff and partners are supported through transitions with clear communication and training. All project activities aligned with applicable privacy legislation. New technology system is fully rolled out, integrated into daily operations, and documented with clear processes and user guidance. Provincially streamlined service delivery is achieved in collaboration with partners, with standardized workflows and service quality measures in place. Regular reports provided to leadership with evidence of progress, risks, recommendations and outcomes achieved.

Duties

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Project Leadership

Develop and maintain detailed project plans, timelines, and deliverables for technology and service transitions Coordinate across agencies and with external partners to ensure alignment and smooth implementation Monitor progress, identify risks, and proactively solve problems.
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Change Management & Communication

Lead change management strategies to support staff and external partners through transitions. Develop clear communication plans to ensure consistent updates and engagement across organizations.
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Technology Implementation

Support the roll out of technology systems, ensuring usability, adoption, and integration into operations. Liase with vendors, and IT staff. Document workflows, processes, and user guides as needed.
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Privacy and Compliance

Ensure all aspects of the project, including technology implementation and service delivery, comply with relevant privacy legislation. Incorporate privacy and data security considerations into workflows, policies and training.
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Service Delivery Transformation

In conjunction with Contact Centre Managers and the Inquiry Services Manager, oversee transition to a new service delivery model. Collaborate with provincial partners to align processes. Identify and address operational gaps to ensure quality and continuity of service.
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Reporting and Evaluation

Track and report on project progress, risks, outcomes and lessons learned. Provide regular updates to leadership and funders as required. Develop handover documentation to support sustainability beyond contract period.

The duties and responsibilities outlined above are representative but not all inclusive. Other related duties as required.

Qualifications and Requirements

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Proven experience in project management, preferably in non-profit, social services, or health sectors. PMP, CAPM, or similar certification is considered an asset. Gender-Based Analysis+ Certification.

Skills/Abilities:

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Strong background in change management and partnership engagement. Familiarity with technology implementation and systems adoption. Excellent organizational, communication, and facilitation skills. Ability to manage multiple priorities and work independently. Understanding of call centre operations is considered an asset.

Lines of Communication/Accountability

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Reports to the Director, Crisis and Navigation. Works closely with other Managers and Directors within the 211 Alberta partnership.

Special Working Conditions

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General work hours are Monday to Friday. This is a 6 month term position. This position requires on-site work. This position requires occasional overnight travel to Edmonton.

Core Competencies:

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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.

Benefits

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Opportunity to work for an organization that's making a difference in our community A great working environment with supportive colleagues Opportunities for learning and mentorship including paid development days and a staff development fund Competitive salary Great benefits package starting immediately * Vacation time starting at 3 weeks