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Distress Centre Calgary

Call Diversion and Navigation Specialist

Calgary, AB, Canada

$29,000 to $50,000 CAD / year · Part-time

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Job details

Pay: $29,000 to $50,000 CAD / year
Job type: Part-time
Posting language: English
Posted: Oct 9, 2026

Original job description

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.

Apply About employer

More about this job

Responsibilities

The specialist provides crisis intervention and system navigation for 911 callers, assessing safety and risk while connecting individuals to appropriate mental health or community resources. They also document assessments, maintain safety plans, and collaborate with emergency services and outreach teams.

Requirements

Candidates must hold a diploma or degree in a Human Services-related field or equivalent experience and pass an Enhanced Security Clearance. Proficiency in crisis intervention, trauma-informed practices, and knowledge of community resources is required.

Skills

Crisis intervention
Suicide risk assessment
Mental health support
Addictions support
Case management
Trauma-informed practice
Active listening
De-escalation
System navigation
Community resource referral
Conflict resolution
Interpersonal skills
Cultural awareness
Documentation
Microsoft Office

Benefits

Free parking
Generous vacation entitlement
RRSP matching
Health spending account
Extended health benefits
Dental benefits
On-site gym access
Paid development days
Staff development fund

Visa sponsorship

Not detected in the job text

Keywords

Crisis Intervention
911 Operations
Mental Health
Addictions
Trauma-Informed Care
System Navigation
Community Resources
Safety Planning
Risk Assessment
Human Services
Naloxone Administration
GBA+
First Aid
CPR
Case Management
Advocacy
Outreach
Mobile Crisis Intervention
211
Security Clearance
Vulnerable Sector Search
Microsoft Office
Person-Centered Approach
Cultural Awareness
Crisis De-escalation

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