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Wednesday, May 23, 2018

EMPLOYMENT OPPORTUNITY | 211 Info. & Referral Specialist |

EMPLOYMENT OPPORTUNITY | CMHA-ER www.cmha-edmonton.ab.ca | Position: 211 Information and Referral Specialist | Terms: Permanent Full Time Position | Salary Range: $41,061.00 - $55,654.00 annually | Closing Date: June 6, 2018 > About: 211 is an accredited 24 hour information & referral line that connects people to resources in their community. Information and Referral Specialists are part of a team that answers the 211 Information and Referral Line, the Family Violence Information and Bullying Help Line, Seniors Information Phone Line & Triages calls for the 24/7 Crisis Diversion Team. The incumbent should be organized, warm, welcoming and, courteous; non-judgemental with strong verbal and written communication skills.

Responsibilities: Responding to callers on the 211 line, Seniors Information Phone Line, Family Violence Information Line and Bulling Helpline, determining client needs and providing information on appropriate community resources, securing opportunities for follow-up when appropriate • Triage of 24/ Crisis Diversion Team calls • Clear and accurate communication of information/referrals from the dBase to callers • Providing assistance & liaison between service providers/callers, where appropriate; actively participating in linking callers to needed services • Documenting & maintaining relevant statistics • Participating in follow-up with callers • Responding to online chat services for the Family Violence Information Line, Bullying Helpline and 211.

Qualifications: A bachelor’s degree in the human services field preferred • Knowledge or experience in crisis intervention, domestic violence, suicide assessment and intervention and/or mental health is an asset • Experience working in a call centre environment is an asset • Above average keyboarding skills with the ability to type 65 wpm • Strong written and verbal communication skills, including superior phone and email etiquette • Background and interest in the non-profit human services sector • Ability to work independently & as a team member • Ability to maintain good public relations and provide excellent customer service with the public/community agencies • Strong knowledge of MS Word & MS Excel • Successful Completion of Distress Line Listener Training • Successful attainment and maintenance of Certified Information and Referral Specialist designation or willingness to work towards the designation.

TO APPLY | Submit CV/covering letter in confidence to: hr@cmha-edmonton.ab.ca

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