Summary

The Crisis Manager will be responsible for the successful implementation and execution of strategic and operational plans that align the Crisis and Navigation contact centre programs with overall agency goals, providing effective leadership and communication to all staff within these program areas. This includes developing and maintaining a positive and collaborative work environment that promotes employee engagement, a person-driven focus, and a growth mindset.

Description

For over 50 years Distress Centre has served Calgary and Southern Alberta, providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

What to expect in the role:

Job overview

The Crisis Manager will be responsible for the successful implementation and execution of strategic and operational plans that align the Crisis and Navigation contact centre programs with overall agency goals, providing effective leadership and communication to all staff within these program areas. This includes developing and maintaining a positive and collaborative work environment that promotes employee engagement, a person-driven focus, and a growth mindset. This position reports to the Senior Manager, Crisis and Navigation and works alongside the Navigation Manager to ensure smooth operation of Distress Centre’s Contact Centre.

Primary Duties

This is not an exhaustive list of duties but meant to give you a sense of what you’ll be doing on a regular basis. Other related duties may be required.

Staff Supervision and Leadership

  •  Provide regular supervision, mentorship and guidance to a team of Crisis and Navigation Team Leads, with a strong focus on their professional development, through ongoing skill development, coaching, performance feedback and development plans.
  • Foster a positive and supportive environment that promotes balance, resilience and strategies for stress management with a person-centered focus.
  • In collaboration with the Navigation Manager, maintain a strong presence in the Contact Centre and act as a steward of the organization’s culture by embodying the core values, modeling positive behaviors and fostering a culture of inclusivity, accountability, collaboration and continued improvement. 
  • Provide guidance to Team Leads in aligning staff expectations with agency goals, identifying opportunities for growth and development, navigating staffing challenges and ensuring that they are equipped to manage operational demands effectively.
  • Support the Crisis and Navigation Team Leads in providing supervision and support to front line staff to ensure service delivery aligns with provincial goals, and organizational culture, goals and values.
  • Identify areas for staff development across crisis and collaborate with the Senior Manager to develop strategies to improve training and education and enhance staff skills, improving performance.

Program Development and Implementation

  • Oversee contact centre functioning including 988 through daily operations, including workforce management, quality assurance, and performance monitoring, resource provision and appropriate documentation.
  • Support the Senior Manager in the development of the annual crisis operations plan and lead the execution of the plan.
  • Develop and implement process and procedures for crisis and 988 initiatives and inform and roll out new initiatives.
  • Implement performance improvement initiatives based on data-driven insights.
  • Oversee the operations components of the accreditation process for American Association of Suicidology.
  • Support agency initiatives to enhance overall service user experience and satisfaction and respond to user feedback.

Program Evaluation and Reporting

  • In collaboration with the Senior Manager of Crisis and Navigation, establish and monitor KPIs for the crisis program to ensure service levels, response times, and customer satisfaction goals are consistently met or exceeded.
  • In collaboration with the Data and Outcomes Manager utilize service user feedback and implement improvements to deliver person-centered service delivery.
  • Contribute to internal and external reporting requirements.

Collaboration

  • Act as the primary relationship holder with assigned crisis partnerships to ensure smooth functioning, open communication and ongoing improvements.
  • Participate in monthly Distress Centre leadership meetings, cross-collaborative projects and agency wide initiatives.
  • Work closely with the People and Culture team for talent acquisition, development and retention.
  • Ensure organizational and programmatic key messages and communication are being communicated to all levels and personnel within the Crisis and Navigation program and agency as needed.
  • Attend, contribute, and provide leadership to internal and external working groups.
  • Promotes the agency, vision and mission of Distress Centre within the community.

Lines of Communication/Accountability

  • Reports to the Senior Manager, Crisis and Navigation.
  • Works closely with members of the People & Culture Team as well as Managers across Distress Centre Calgary.

Hours of work and conditions

  • General work hours are 9:00am – 5:00pm, however some flexibility in working evenings/ or weekends to meet the needs of the agency.
  • On-call is required to support operations after hours.
  • Long periods of sitting at a desk. Predominantly computer work including typing and reading on a screen.
  • This position is on-site at Distress Centre with some opportunities for remote work after the conclusion of the probationary period. 
  • Comfortable working with and ability to maintain composure in stressful situations. 

What you bring to the role:
Qualifications/Experience

  • Undergraduate degree in human services.
  • 3-5 years supervisory experience.
  • Experience in Information & Referral, System Navigation and/or crisis intervention considered an asset.
  • Gender-Based Analysis+ and Brain Story certifications.
  • Naloxone certification.
  • First Aid and CPR certification.

Skills/Abilities:

  • Ability to adapt and adjust to changing program needs.
  • Strong communication skills, both written and verbal
  • Strong interpersonal skills and high emotional intelligence
  • Excellent conflict resolution skills
  • Ability to learn new technologies and use technology to create efficient workflows.
  • Ability to work collaboratively, set priorities, and meet deadlines in a fast-paced environment
  • Organizational and problem-solving skills with a keen attention to detail, a high degree of accuracy, and excellent time management and prioritization skills.
  • Ability to maintain effective, cooperative working relationships with other staff and volunteers.
  • Ability to engage stakeholders both inside and outside the agency and maintain good working relationships.
  • Ability to research, assimilate, organize, analyze and summarize information.
  • Intermediate proficiency with the Microsoft Office suite including Word, Excel, Outlook, PowerPoint, Teams, and SharePoint.

Core Competencies:
• Client/Service Centred Work – you make clients the ultimate focus of our agency, team, and individual choices and actions.
• Partnerships, Relationships, & Teamwork – you build and maintain productive, collaborative working relationships within and across groups, both internally and externally, to accomplish our common goals.
• Growth Mindset/Learning – you actively identify new areas for learning and take advantage of opportunities to learn in whatever form they come. 
You apply your newly gained knowledge in your jobs and share these skills with others.
• Communication – you clearly convey information and ideas through a variety of media in a way that engages the audience and helps them to understand and inviting dialogue and inciting action where appropriate.
• Diversity, Equity & Inclusion – we build and sustain an inclusive work environment where all individuals are welcomed, supported, respected, and valued for their unique experiences, perspectives, talents, and contributions.
• Change Management – you maintain your team and personal effectiveness when being impacted by changes within the organization.
• Self-Management – you take responsibility for yourself and your actions.

Competencies for positions identified as Manager/People Leader also include the 
following:

  • Strategy & Vision
  • Coaching Style Leadership
  • Building Trust
  • Decision Making, Planning & Performance
  • Innovation

What Distress Centre has to offer:

  • Opportunity to work for an organization that’s making a difference in our community
  • A great working environment with supportive colleagues
  • Opportunities for learning and mentorship, including paid development days and a staff development fund
  • Competitive salary
  • Great benefits package starting immediately
  • Vacation time starting at 3 weeks