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Tuesday, July 10, 2018


EMPLOYMENT OPPORTUNITY | CMHA-ER www.cmha-edmonton.ab.ca | Position: 211 Information & Referral Specialist | Closing Date: July 16, 2017 | Terms: $26.95 hr. Note: contract position ending Dec. 31, 2018 | 35 hours per week, 8:00 pm. to 3:30 am. Saturday thru Wednesday. | Details: Canadian Mental Health Association – Edmonton Region is a ‘go to’ non-profit organization that envisions mentally healthy people in caring communities. 211 is an accredited 24 hour information and 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 and Triages calls for the 24/7 Crisis Diversion Team. The incumbent should be organized, warm, welcoming and, courteous; non-judgemental with strong verbal & written communication skills.

Responsibilities: Prioritization for this role is responding to requests via the 24/7 Crisis Diversion Line, this involves assessment, triage and dispatch • Responding to overflow 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 • Clear and accurate communication of information and referrals from the database to callers • Providing assistance and liaison between service providers and callers, where appropriate; actively participating in linking callers to needed services • Documenting and maintaining relevant statistics • Participating in follow-up with callers.

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 and as a team member • Ability to maintain good public relations and provide excellent customer service with the public and community agencies • Strong knowledge of MS Word & MS Excel • Successful Completion of Distress Line Listener Training. > TO APPLY: submit CV/covering letter in confidence to: hr@cmha-edmonton.ab.ca

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