Identifying Information
Job Title
Community Resource & Engagement Specialist
Program Area
Service Systems
Classification
Coordinator
Category
Union
Compensation Band
CRS
Location
In office
Reports To
Team Lead, Contact Centre Operations
Direct Reports
N/A
Organization Summary
Canadian Mental Health Association – Edmonton Region (CMHA Edmonton) is a community-based organization dedicated to strengthening mental health and wellbeing for all. Guided by its mission to advance a coordinated and effective system of community mental health and suicide prevention programs and services, CMHA Edmonton delivers a broad range of supports, including crisis response, navigation services, housing services, peer and family programs, and community-based initiatives. The organization is committed to person-centred service delivery, collaboration, lived-experience leadership, and continuous improvement in support of meaningful and lasting community impact.
Program Area Summary
Our Crisis and Navigation programs provide 24/7 support via phone text and chat to individuals and families in Edmonton and Northern Alberta via a variety of entry points including community navigation through 211 Alberta, Suicide Crisis Support via 988 and Mental Health Crisis support via our Distress Line.
211 Alberta is a community navigation service that connects Albertans to a full range of community, government, social and health services. It’s free, confidential and available 24/7 in over 240 languages. For community navigation support, anyone across the province can call 2-1-1, text INFO to 211 or visit www.ab.211.ca for live chat and online search.
Role Summary
The Community Resource and Engagement Specialist supports the 211 Alberta School Navigation Supports project by providing community navigation services and leading school engagement activities. The role responds to service users by phone, text, chat, and email; assesses needs and risk; provides information, referrals, follow-up, and crisis-related support; and delivers Champion training, community-of-practice sessions, relationship building, and awareness activities with school partners. Time will be allocated between navigation and engagement based on project milestones and contact centre operational needs.
Key Responsibilities
Community Navigation
- Respond to service users through phone, text, email, and online chat; assess needs using a person-centred approach and provide accurate information, referrals, and navigation support
- Search the 211 Alberta database to identify relevant community, social, health, and government services; support informed choice and service-user autonomy
- Triage and respond to crisis, mental health, and higher-risk contacts in accordance with training and established procedures; escalate when required
- Complete follow-up contacts to assess the effectiveness of referrals and identify additional needs
- Document contacts accurately, maintain confidentiality, and meet service-quality and operational standards
- Manage challenging interactions with calm, trauma-informed, culturally responsive approaches while maintaining professional boundaries
- Support database accuracy by reporting errors or submitting update requests
- Contribute to a safe, respectful, and well-functioning contact centre environment
School Engagement
- Deliver accessible, engaging 211 Alberta Champion training in person and virtually, adapting to participant needs, local context, and cultural protocols
- Facilitate ongoing community-of-practice sessions that support shared learning, resource navigation, co-problem-solving, and continuous improvement
- Build and maintain trust-based relationships with school divisions, school wellness coordinators, and designated staff
- Provide ongoing information and navigation support to 211AB Champions in schools; escalate crisis, child safety, or clinical concerns according to established protocols
- Deliver informational presentations to school divisions and stakeholder groups; support province-wide awareness campaigns through distributing print, digital, and promotional resources
- Identify resource gaps, access barriers, and emerging community needs; share feedback with appropriate 211 Alberta teams to inform service improvements and database updates
- Maintain accurate records of school contacts, engagement activities, training attendance, and outcomes
- Collect and submit required project and evaluation data; contribute observations and recommendations to reports
- Travel to participating schools and communities as required; coordinate logistics and complete expense documentation in accordance with organizational policy
- Approach all engagement with cultural humility, respect, and relational accountability, particularly with rural, remote, Indigenous, and other diverse school communities
Required Qualifications/Experience
- Minimum two years of relevant experience in frontline client support, information and referral, contact centre, crisis service, human services navigation, training, or facilitation
- Demonstrated experience preparing and delivering presentations, training, or facilitated group sessions
- Proven ability to work respectfully and effectively with people from diverse backgrounds and lived experiences, demonstrating strong interpersonal and cultural awareness skills
- Valid Class 5 driver’s license, access to a personal vehicle, with $2M Liability.
- Acceptable Police Information Check with Vulnerable Sector Check and Intervention Record Check
Preferred Qualifications/Experience
- Experience working with schools, school divisions, or child and youth services
- Experience working with rural, remote, Indigenous, newcomer, Francophone or other diverse communities
- Experience working or volunteering with a crisis line or community navigation service
- First Aid and CPR certification.
- We value and recognize the lived experiences of Indigenous people and will consider lived experiences in lieu of listed qualifications.
Core Competencies
- Client-Centred: Prioritizes empathy, respect, inclusivity, and cultural humility in their work.
- Connection: Builds strong relationships with coworkers, stakeholder, and clients through clear communication, collaboration and shared understanding.
- Critical Thinking: Assesses information, evaluates risk, and makes sound decisions in complex and dynamic situations.
- Emotional Intelligence: Demonstrates emotional regulation and resilience, a commitment to continuous learning and growth and awareness of the emotional state of others.
- Relational Accountability: Builds and maintains strong reciprocal relationships while demonstrating respect, reciprocity, and responsibility in all interactions, and focusing on community needs and perspectives.
Skills & Abilities
- Clear and respectful verbal and written communication skills; ability to tailor communication based on audience and context
- Strong interpersonal skills; ability to build trust quickly and work effectively with diverse stakeholders
- Effective adult-learning and group-facilitation skills
- Strong information-gathering, needs-assessment, problem-solving, and decision-making skills
- Ability to shift effectively between planned project work, community engagement, training delivery, and real-time frontline service demands
- Ability to remain composed in stressful situations and respond to risk appropriately using trauma-informed approaches
- Strong organization, time management, and attention to detail across multiple priorities and locations
- Proficiency in computer systems and the ability to learn, adapt to and effectively use new technologies and information systems
Key Performance Indicators (KPIs)
Performance in this role is measured across the following core areas. Specific targets and benchmarks will be established in alignment with program and operational goals.
- Service Quality and Client Centre Practice: Consistently delivers high-quality, empathic, non-judgemental, culturally responsive and client centred service, while adhering to applicable service standards, protocols and ethical requirements.
- Assessment, Risk Management and Intervention: Accurately assesses client needs and risk, applies appropriate support or intervention strategies, and follows established escalation, safety planning, mandatory reporting and emergency response protocols.
- Information, Navigation and Resource Connection: Provides accurate, appropriate and current information and connects service users with resources that respond to their identified needs.
- Service Responsiveness and Workload Management: Maintains appropriate availability to respond to incoming interactions and manages assigned work efficiently while balancing responsiveness, safety and service quality.
- Continuous Learning and Program Participation: Maintains the knowledge, competencies and certifications required for the role and participates in training, quality improvement activities and other program or organizational initiatives
- Community Engagement & Outreach Activity: Delivers consistent and effective outreach through meetings, presentations, and community events, ensuring engagement activities are documented and aligned with regional priorities.
- Responsiveness & Communication: Maintains timely and professional responses to community inquiries, requests, and engagement opportunities.
- Relationship Development & Maintenance: Builds and sustains strong, ongoing relationships with community partners, supporting increased awareness and utilization of 211 services.
Working Conditions
- Work is performed in a primarily remote setting, requiring a dedicated and secure workspace.
- Prolonged periods of computer use, including virtual meetings, scheduling systems, and administrative tasks.
- Travel is required for meetings, training, on-site work and community engagement activities, based on operational needs.
- Eligible travel expenses covered in accordance with organizational policy.
- Requires significant interaction with diverse communities and stakeholders in a virtual environment.
- Regular use of technology, including telephony systems, databases, and multiple software platforms, is required.
- The role involves frequent interaction with individuals experiencing stress, crisis, or complex personal situations, requiring emotional resilience and professionalism.
- Work may be performed on a shift basis, including evenings, weekends, and statutory holidays, in alignment with 24/7 service delivery requirements.
Control Information
Job Description ID:
CC -006
Version
V1.0
Update Date:
September 2026
Approved by:
Emma Potter
