Identifying Information
Job Title: Community Resource Specialist Gender Based Violence
Program Area: Contact Centre
Job Level: Community Resource Specialist
Reports to: Team Lead, Contact Centre
Salary/Payrate: $22.56 -$30.73 per hour
#Vacancies: 1
Shift /Rotation : Monday Thursday 8AM 4PM

Organization Summary
CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increased awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term, and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness.
Job Summary
Reporting to Team Lead, Contact Centre, the Community Resource Specialist Gender Based Violence will provide assistance to individuals contacting the services and supports provided by the CMHA-Edmonton Contact Centre. The CMHA-Edmonton Contact Centre provides crisis intervention and navigation support to individuals via a variety of access points including phone, text, chat and email. The position provides information, assistance and liaison to people needing support around issues of Gender Based Violence including survivors and perpetrators; gathers statistics for reporting; and assists in various ways with the activities of the navigation and crisis programs.

Key Outcomes
Support, navigation and follow-up for survivors and perpetrators of Gender Based Violence is delivered with a high level of service quality with a primary focus on the needs of service users.
Timely and effective connection is provided between service users and service providers.
Follow-ups are completed to assess the quality and appropriateness of support provided and informs continuous service improvement.
Community Resource Specialists are more equipped to respond to calls related to Gender-Based Violence leading to better-informed responses and resource usage.

Job Duties and Responsibilities
Receives calls, emails, and requests for online chats from individuals contacting reaching out to the programs and services offered via the CMHA-Edmonton contact centre.
Provides the primary response for service users accessing supports who are survivors or perpetrators of Gender Based Violence by providing information and support in accessing services to meet their needs.
Provides assistance and liaison between service providers and callers, where appropriate, by actively linking/connecting the 2 parties together
Secures opportunities for later follow-up with clients when appropriate.
Participates in follow-up contact with callers to ensure appropriate support was provided and to ensure that the quality of service was maintained.
Represents Information Services when attending relevant agency and community meetings and events and participating on joint projects or committees.
Participates in weekly 211 meetings and attends other agency meetings as required.

Qualifications/Experience
Completion of Grade 12 (related post-secondary Diploma or relevant course work in a Social Science preferred)
Frontline experience on a Crisis Line or in another client support role is required.
Successful attainment and maintenance of:
o Community Resource Specialist 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, and 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 and 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 Microsoft Office and other program software.

Required Training for the Position

Within the first 3 months of employment:
Indigenous Cultural Awareness Training
Discrimination and Harassment Training
Diversity and Cross-Cultural Training
Trauma Informed Care

Within the first 6 months of employment:
Mental Health First Aid
GBA+ Training