211 Community Resource Specialist
We are hiring for multiple full-time and part-time positions, with a variety of rotations and shift options available. Shifts are scheduled Monday through Sunday and include day, evening, and overnight rotations.
This role operates within a 24/7 contact centre environment.
Full-Time Staff
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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
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Work an average of 11 shifts per month, which may include weekdays, evenings, weekends, overnight shifts, and statutory holidays, based on rotation and availability.
Location & Hours
Work location: On-site at 999 8th street SW with some opportunities to work remote.
What We Offer
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Generous Vacation Entitlement
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RRSP matching and Health Spending Account
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Extended health and dental benefits
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Access to on-site gym (999 site) at no cost
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Paid development days and a staff development fund
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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 Community Resource Specialist (CRS) reports to a Team Lead. In this role, you will provide front-line community navigation to individuals who contact 211 and partner lines by phone, text, and chat, helping them find appropriate community services and resources.
We provide clear expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work.
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.
Community Resource Specialist – Community Navigation
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Assess the needs of individuals contacting 211 and partner lines through phone, text, online chat and email using a person-centered approach
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Assists a wide range of individuals contacting the 211 Line by providing information on diverse topics (non-emergency, social, health and government services), to assist them with their information needs.
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Provide accurate information, referrals, and advocacy support using our Community Resource Database
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Offer follow-up support to assess the effectiveness of referrals
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Support database accuracy by reporting errors or submitting update requests
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Participate in staff meetings, trainings, and development opportunities
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Contribute to a safe, respectful, and well-functioning contact centre environment
What You Bring
Qualifications & Experience
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Diploma or degree in a Human Services-related field, or an equivalent combination of education and experience
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Certification or willingness to obtain within the probationary period:
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Naloxone Administration Training
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Gender-Based Analysis Plus (GBA+)
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First Aid and CPR certification
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Experience or knowledge in one or more of the following areas:
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Crisis intervention and suicide risk assessment
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Mental health and addictions
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Domestic or family violence
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Case management or youth support
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Proven ability to work respectfully and effectively with people from diverse backgrounds and lived experiences, demonstrating strong interpersonal and cultural awareness skills
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Experience supporting diverse and vulnerable populations, with knowledge of community resources, referral pathways, and trauma-informed practices
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Knowledge of the 211 Human Services Indexing System (HSIS) is an asset
Skills & Abilities
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Ability to manage change, unexpected issues, or shifting priorities with appropriate support
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Clear and respectful verbal and written communication skills
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Ability to tailor communication based on the audience or context
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Ability to prepare and deliver information in ways that support different learning preferences
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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.
