Community Resource Specialist

Community Resource Specialist

Job Summary

CMHA Edmonton is seeking a Community Resource Specialist to assist individuals contacting the 211 information and referral line via phone, email, and online chat. This role supports people in connecting with non-emergency social, health, and government services. The Community Resource Specialist will provide information and assistance, gather statistics, and aid in the program's activities, utilizing probing skills to determine client needs.

Job Duties and Responsibilities

• Receive calls, emails, and online chat requests for various helplines including 211, Seniors 211, Family Violence, Bullying, Crisis Diversion, and Distress Line.
• Provide information on diverse social, health, and government services to callers.
• Utilize questioning and probing skills to identify and meet the needs of individuals seeking assistance.
• Triage calls to the Crisis Diversion Line and respond according to procedure.
• Handle overflow calls for the Distress Line when necessary.
• Act as a liaison between service providers and callers, facilitating connections.
• Arrange for follow-up contact with clients when appropriate.
• Participate in follow-up calls to ensure service quality and support.
• Inform Distress Line volunteers and other staff about available community resources.
• Represent Information Services at agency and community meetings and events.
• Attend weekly 211 meetings and other required agency meetings.

Qualifications and Experience

• Completion of Grade 12 (a related post-secondary Diploma or relevant coursework in Social Science is preferred).
• Required frontline experience on a Distress Line or in another client support role.

Assets

• Successful attainment and maintenance of: Community Resource Specialist Certificate, Crisis Worker Certificate.

Skills and Abilities

• Strong interpersonal, verbal, and written communication skills.
• Excellent telephone skills, including questioning, probing, and interviewing abilities.
• Ability to work effectively in a stressful environment and remain composed.
• Positive and helpful attitude towards assisting clients.
• Ability to work independently and as part of a team.
• Strong organizational, time management, and problem-solving skills.
• Demonstrated initiative in completing tasks and projects.
• Ability to provide and accept constructive feedback.
• Empathetic and non-judgmental approach to client assistance.
• Proficiency in keyboarding and using Microsoft Office and other software.

Conditions of Employment

• Acceptable Police Information Check with Vulnerable Sector Check and Intervention Record Check.

Required Training for the Position

• Within the first 3 months: Indigenous Cultural Awareness, Discrimination and Harassment, Diversity and Cross-Cultural Training, Trauma Informed Care.
• Within the first 6 months: First Aid, Mental Health First Aid, GBA+ Training.

Key skills/competency

• Community Resource Specialist
• Information and Referral
• Crisis Intervention
• Client Support
• Mental Health
• Social Services
• Communication Skills
• Problem-Solving
• Empathy
• Case Management