Call Diversion and Navigation Specialist

Call Diversion and Navigation Specialist

We are hiring for the following positions:

Full-Time

2 x Monday-Friday, Nights

Monday-Friday, Evenings

Part-Time

Friday-Sunday, Days

3 x Friday-Sunday, Evenings

Thursday-Saturday, Nights

Friday-Sunday, Nights

This role operates within a 24/7 contact centre environment. The shifts listed above reflect current hiring needs.

Location & Hours

Work location: On-site at our 911 Operations Centre located in the Whitehorn Multiservice Centre (NE Calgary)

Full-Time Staff

• Work an average of 19 shifts per month, which may include weekdays, evenings, weekends, overnight shifts, and statutory holidays, based on rotation and availability.

Part-Time Staff

• Work an average of 11 shifts per month, which may include weekdays, evenings, weekends, overnight shifts, and statutory holidays, based on rotation and availability.

What We Offer

• Free parking for on-site shifts
• Generous Vacation Entitlement
• RRSP matching and Health Spending Account
• Extended health and dental benefits
• Access to on-site gym at no cost (999 site)
• 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 making 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 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 Call Diversion and Navigation Specialist provide crisis intervention and system navigation support for people who contact 911 and may be better supported by a mental health or community-based response. In this position, you will work directly with callers to provide crisis de-escalation, assess safety and risk using established crisis intervention framework, share clear information about available services, make referrals, and support callers in navigating community resources. You will complete follow-up tasks to confirm that safety plans are in place, and that callers are able to connect with the recommended resources. You will also assess eligibility for outreach and mobile crisis intervention teams.

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.

Call Assessment and Crisis/Mental Health Intervention

• Utilize active listening skills and rapidly build rapport with callers transferred from 911.
• Use trauma-informed practices when interacting with callers.
• Follow established crisis intervention frameworks to assess calls, including:
• identifying safety concerns and level of risk
• supporting de-escalation and short-term stabilization
• determining appropriate referrals based on assessed needs
• Document assessments, actions taken, and outcomes in contact records according to Distress Centre policies and procedures.
• Provide services and conduct assessment in a culturally aware and respectful manner.
• Work collaboratively with emergency services when additional intervention is required.

Community Navigation

• Assess the needs of individuals contacting 211, non-emergency police, and calls transferred from 911 using a person-centered approach
• Provide accurate information, referrals, and advocacy support using our Community Resource Database
• Offer follow-up support to assess the effectiveness of referrals
• Provide advocacy, when warranted, for individuals who may face barriers in accessing services or resources
• Connect eligible individuals to community mobile crisis response and outreach teams (E.g. Human-centered Engagement and Liaison Partnership or HELP Team)

Other Responsibilities

• Contribute to a respectful and collaborative team environment on the 911 floor at the Whitehorn Multi-Services Centre
• Contribute to a person-centered culture that keeps the needs of service users and community at the center of all work. 
• Attend and participate in scheduled staff meetings, training sessions, and professional development activities
• Work collaboratively with colleagues to provide a seamless, trauma informed approach and ensure individuals receive consistent, person-centered support.

What You Bring

Qualifications & Experience

• Diploma or degree in a Human Services-related field, or an equivalent combination of education and experience
• Must obtain an Enhanced Security Clearance Declaration through the Calgary Police Service prior to start date
• Certification or willingness to obtain within the probationary period:

• Naloxone Administration Training
• Gender-Based Analysis Plus (GBA+)
• First Aid and CPR certification

• Experience or knowledge in one or more of the following areas:

• Crisis intervention and suicide risk assessment
• Mental health and addictions
• Domestic or family violence
• Case management or youth support

• Proven ability to work respectfully and effectively with people from diverse backgrounds and lived experiences, demonstrating strong interpersonal and cultural awareness skills
• Experience supporting diverse and vulnerable populations, with knowledge of community resources, referral pathways, and trauma-informed practices
• Knowledge of the 211 Human Services Indexing System (HSIS) is an asset

Skills & Abilities

• Ability to manage change, unexpected issues, or shifting priorities with appropriate support
• Clear and respectful verbal and written communication skills
• Ability to tailor communication based on the audience or context
• Ability to prepare and deliver information in ways that support different learning preferences
• Experience using Microsoft Office and other relevant software

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.

How to Apply

Please submit your resume and cover letter through our ADP Career Centre.

Applications are actively being reviewed. The posting will remain open until suitable candidates are found. If you are interested in the position, we encourage you to apply early.

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.