Contact Centre Coordinator

Identifying Information

Job Title: Contact Centre Coordinator

Program Area: Contact Centre

Job Level: Contact Centre Coordinator/Trainer

Reports to: Team Lead, Contact Centre Operations

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 increase 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.

Role Summary

Reporting to the Team Lead, Contact Centre Operations, the Contact Centre Coordinator is responsible for coordinating and assisting with the activities necessary for effective delivery of CMHA Edmonton’s contact centre programs, ensuring service users receive the highest quality experience. The position duties may include supporting the performance of volunteers who respond to crisis interactions, answering interactions and providing emotional and practical support for volunteers and staff within the contact centre as required.

Key Responsibilities

Contact Centre Coordination

• Supports volunteers and staff through consultation, debriefing and intervention.
• Responds to scheduling needs and ensuring proper coverage for contact centre operations.
• Responds to interactions from clients via CMHA Edmonton’s help lines.
• Liaise with emergency services to coordinate active rescue when necessary or supports mandatory reporting related to child at risk and/or duty to warn.
• Effectively and factually documents key details and statistical information from interactions.
• Schedules and carry out telephone follow up and outreach calls for clients.
• Acts as a first point of contact for technical tasks and troubleshooting.
• Provides feedback on interactions to volunteers.
• Verifies contact documentation and records as required.
• Performs a variety of activities in support of orientation, retention and recognition for staff and volunteers.

Training

• Facilitates the training of volunteers by supervising their training shifts and providing feedback on their performance.
• Assists in the review of training procedures and makes recommendations for adjustments.
• Facilitates sessions for the recruitment and training of volunteers.

Other

• Participates in meetings, agency projects and initiatives as required.
• Participates in maintaining the cleanliness and functionality of the workspace.
• All other work as required.

Required Qualifications/Experience

• Bachelor degree (Social Sciences preferred), or an equivalency of work experience in a social service provision role
• Minimum2 years of experience in a contact centre or client focused role
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check

Preferred Qualifications/Experience

• Experience volunteering or working with a crisis line or information and referral service
• Experience supervising volunteers and/or staff
• Successful attainment of Brain Story Certification and/or completion of GBA+ training
• Experience with Gensys call management software and/or Better Impact volunteer management software

Core Competencies

• Client-Centred: Consistently prioritizes the caller’s needs, experiences, and voice by responding with empathy, respect and inclusivity to provide person-centered service user experience.
• Connection :Communicates clearly and collaborates effectively with callers and colleagues to build shared understanding, coordinate support, and ensure continuity of care.
• Judgement: Uses sound decision-making to assess situations, manage risk, and choose appropriate actions in complex and uncertain circumstances and listens non- judgementally.
• Self-Awareness: Monitors and regulates personal emotions and responses while actively building resilience and engaging in ongoing learning and growth.
• Leadership: Guides and supports staff and volunteers through feedback, encouragement, and real-time direction to strengthen performance and ensure consistent service.

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 challenging environment, deal with difficult situations and respond in a composed manner
• Positive, helpful attitude towards assisting clients
• Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention
• Ability to work independently and in a team environment
• Strong 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
• Must be empathetic, assertive and non-judgmental when assisting clients
• Proficient with computers and related software