Job Description

Identifying Information



Job Title: Contact Centre Coordinator, Overnight


Hours of work : 0:00-8:00



Compensation: $30.78 - $37.99



Program Area: Contact Centre

Days Of work : Wednesday - Saturday,12AM -8AM



Reports to: Team Lead, Contact Centre

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 increase 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 the Team Lead, Contact Centre the Contact Centre Coordinator, Overnight is responsible for coordinating and assisting with the activities necessary for effective contact centre operations during the overnight hours.

Key Outcomes

Local Crisis, 988 and 211 Navigation Services are delivered with a high level of service quality with a primary focus on the needs of service users





Staff working during the overnight hours have support in order to complete their job at the level of quality expected within their roles

Job Duties and Responsibilities

Contact Centre Coordination (60%)



Consultation with Community Resource Specialists (CRS) and Crisis Responders(CR):





Assists CRS and CR in responding to difficult/ higher risk contacts by silent monitoring, real-time coaching/consultation and debriefing after contacts





Facilitate and coordinated access to mobile crisis teams or emergency services when necessary o

Support with technical tasks and troubleshooting



Provide real-time verbal feedback on contacts



Assist and support with answering various partners and contracted lines



Crisis (988) quality assurance: o

Verify CR documentation and records of contacts as required



Respond to staff schedule contacts between 12:00-8:00 and adjust staffing accordingly to meet immediate staffing needs Client Service Delivery (30%)



Provides coverage answering client interactions via the Navigation and Crisis programs, includes prescheduled and emergency coverage during scheduled shifts to fill necessary gaps Other (10%)



Participate in professional development activities in order to maintain required accreditation standards.



Participates in maintaining the contact center physical and virtual spaces, including upkeep of the office, furniture and supplies.



Participate in team meetings and other meetings as required

Qualifications/Experience

CMHA-Edmonton recognizes that candidates all have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections, it is not a checklist. We encourage everyone interested to apply and indicate how you would successfully take on the role even if you have unconventional experiences or qualifications.





Related post-secondary Diploma or relevant course work (in a Social Science preferred)





Frontline experience with CMHA-ER's navigation or crisis lines or a similar crisis support role, minimum 2 years





Successful attainment and maintenance of: o

Information and Referral Specialist Certificate





Successful attainment of Brain Story Certification



Successful completion of Gender Based Analysis Plus Training





Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check



Proficient in computer skills (Microsoft Office and other program software e.g. Better Impact, iCarol)

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 challenging environment, deal with difficult situations and respond in a composed manner





Positive, helpful attitude towards assisting clients



Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention



Ability to work independently and in a team environment



Strong 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



Must be empathetic, assertive and non-judgmental when assisting clients

Required Training for the Position

Within the first 3 months of employment:



Discrimination and Harassment Training



Diversity and Cross-Cultural Training



Trauma Informed Care

Within the first 6 months of employment:

First Aid



GBA+ Training