EMPLOYMENT
OPPORTUNITY | CMHA-ER https://edmonton.cmha.ca/
| Position: Information and Referral Specialist – Casual | Hours: Various
hours, casual cover off all shifts 24/7, minimum requirement of 2 shifts per
month | Salary: Daytime (8am-8pm) $22.56 per hour, Evening
(8pm-8am) $26.95 per hour | Closing Date: Feb. 18, 2019 | About: CMHA-Edmonton is a non-profit
organization that envisions mentally healthy people in caring communities. We
increase awareness/understanding of mental health, mental illness, recovery,
and suicide prevention through education. We support the resilience & recovery
of people in distress including those affected by mental illness or suicide by
providing crisis intervention; safe, long-term and affordable housing; peer
connections; suicide grief and family support; advocacy and wayfinding; and
providing opportunities to improve your wellness. Join us and make a difference
in the lives of individuals and families affected by mental illness|stressful
situations including abuse, violence, and suicide.
ABSTRACT | Reporting to the Team Lead, 211, the
Information and Referral Specialist will provide assistance to individuals
contacting the 211 Help Line through phone calls, emails and/or online chat
services. The 211 Help Line is a 24-hour information and referral line that
helps people connect to non-emergency social, health and government services.
The position provides information, assistance and liaison to people calling the
211 line; gathers statistics for reporting; and assists in various ways with
the activities of the Information and Referral Program. The Information and
Referral Specialist provides information directly for those individuals who
know what they need, and utilizes questioning/probing skills to determine the
needs of individuals who don’t specifically know what they are looking for.
Qualifications & Experience
| Completion of Grade
12 (related post-secondary Diploma or relevant course-work in a Social Science
preferred); Frontline experience on a Distress Line or in another client
support role is required; Successful attainment and maintenance of: Information
and Referral Specialist Certificate; Crisis Worker Certificate; Acceptable attainment and maintenance of a Police
Information Check with a Vulnerable Sector Check and an Intervention Record
Check.
Skills
& Abilities | Strong
interpersonal, verbal & written communication skills; Excellent telephone
skills, including questioning, probing and/or interviewing abilities, to ensure
individuals’ needs are being determined and appropriately met; Ability to work
effectively in a stressful environment, deal with difficult situations/respond
in a composed manner; Positive, helpful attitude towards assisting clients; Ability
to work independently and in a team environment; Ability to set priorities and
allocate time and resources effectively; Organizational, time management and
problem solving skills; Demonstrated abilities and initiative in completing
tasks and projects; Ability to provide constructive and positive feedback to
others and be able to accept the same; Ability to be empathetic and
non-judgmental when assisting clients; Keyboarding skills and the ability to
effectively use MS Office and other program software.
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