Community Resource Specialist

Identifying Information

Job Title

Community Resource Specialist

Program Area

Service Systems

Classification

Coordinator

Category

Union

Compensation Band

Location

In office / Hybrid

Reports To

Team Lead, Contact Centre Operations

Direct Reports

N/A

Organization Summary

Canadian Mental Health Association – Edmonton Region (CMHA Edmonton) is a community-based organization dedicated to strengthening mental health and wellbeing for all. Guided by its mission to advance a coordinated and effective system of community mental health and suicide prevention programs and services, CMHA Edmonton delivers a broad range of supports, including crisis response, navigation services, housing services, peer and family programs, and community-based initiatives. The organization is committed to person-centred service delivery, collaboration, lived-experience leadership, and continuous improvement in support of meaningful and lasting community impact.

Program Area Summary

Our Crisis and Navigation programs provide 24/7 support via phone text and chat to individuals and families in Edmonton and Northern Alberta via a variety of entry points including community navigation through 211 Alberta, Suicide Crisis Support via 988 and Mental Health Crisis support via our Distress Line.

Role Summary

The Community Resource Specialist supports individuals accessing the 211 Alberta Community Navigation service through phone, text, email, and online chat. As part of a 24/7 service, this role provides assessment, navigation support, and service coordination to connect individuals with appropriate social, health, and government resources. The position also contributes to data collection, service quality, and broader program activities.

Key Responsibilities

Accountable for delivering high-quality, client centred community navigation services, providing responsive and effective multi-channel support, which includes assessment of need, identification of resources, empowerment and advocacy, and adherence to established service standards and protocols.

Community Navigation

• Respond to incoming phone, text, chat and email interactions across CMHA Community Navigation Services including 211 Alberta.
• Provide empathic, non-judgemental and client centred navigation support to service users
• Assess needs using active listening, questioning, and critical thinking to provide accurate navigation support.

Facilitate connections between service users and service providers, providing liaison and advocacy support where appropriate.

• Engage in collaborative problems solving when services are unavailable, inaccessible or insufficient.
• Conduct risk assessments and apply appropriate intervention strategies, including de-escalation and safety planning.
• Support CMHA Crisis Service delivery by responding to interactions as required

Documentation & Data Collection

• Complete accurate, appropriate and timely records of client contacts including required demographic information, outcomes and client notes.

• Maintain confidentiality and privacy in adherence to agency, program and legislative requirements

Follow Up & Coordination of Care

• Conduct follow-ups as required to ensure service effectiveness and adherence to quality standards.
• Coordinate with service delivery partners as per established protocols (eg. triage, assessment, dispatch)
• Coordinate with emergency services when active rescue or intervention is required
• Full fill mandatory reporting obligations (eg. duty to warn, child at risk)

Team Collaboration & Peer Support

• Participate in peer consultation, debriefing, and support processes.
• Provide support to colleagues through collaboration and shared problem-solving.
• Contribute to a positive and supportive team environment.

Program Participation & Continuous Learning

• Participate in team meetings and represent the organization in community initiatives, committees, and events as requested.
• Engage in ongoing learning and skill development related to areas of practice including community navigation and crisis intervention
• Maintain awareness of community resources and referral options
• Perform other duties as assigned to support operational requirements and organizational priorities, within the scope of the role.

Required Qualifications/Certifications/Experience

• Post-secondary certificate or degree in a related field, or an equivalent combination of education and experience.
• Minimum 1 year experience in a non-profit or client focused environment

• Ability to obtain and maintain a clear Police Information Check (with Vulnerable Sector Check) and Intervention Record Check.

Preferred Qualifications/Experience

• Experience working or volunteering with a crisis line or community navigation service
• Inform USA Community Resource Specialist (CRS) certification or willingness for obtain
• We value and recognize the lived experiences of Indigenous people and will consider lived experiences in lieu of listed qualifications.

Core Competencies

• Client-Centred: Prioritizes empathy, respect, inclusivity, and cultural humility in their work.
• Connection: Builds strong relationships with coworkers, stakeholder, and clients through clear communication, collaboration and shared understanding.
• Critical Thinking: Assesses information, evaluates risk, and makes sound decisions in complex and dynamic situations.
• Emotional Intelligence: Demonstrates emotional regulation and resilience, a commitment to continuous learning and growth and awareness of the emotional state of others.

Skills/Abilities

• Strong interpersonal, verbal, and written communication skills.
• Excellent active listening, questioning, and assessment skills
• Ability to remain clam and composed in high pressure and emotionally demanding situations
• Demonstrated commitment to trauma-informed, client-focused service delivery and recovery oriented practices.
• Strong organizational, time management, and problem-solving skills.

• Ability to work both independently and collaboratively within a team environment.
• Proficiency in computer and telephony systems and the ability to learn, adapt to and effectively use new technologies and information systems
• Demonstrates sound judgment and discretion when handling sensitive and confidential information
• Gives and receives feedback in a respectful, constructive and growth oriented manner

Key Performance Indicators (KPIs)

Performance in this role is measured across the following core areas. Specific targets and benchmarks will be established in alignment with program and operational goals.

• Service Quality and Client Centre Practice: Consistently delivers high-quality, empathic, non-judgemental, culturally responsive and client centred service, while adhering to applicable service standards, protocols and ethical requirements.
• Assessment, Risk Management and Intervention: Accurately assesses client needs and risk, applies appropriate support or intervention strategies, and follows established escalation, safety planning, mandatory reporting and emergency response protocols.
• Information, Navigation and Resource Connection: Provides accurate, appropriate and current information and connects service users with resources that respond to their identified needs.
• Documentation and Data Quality: Completes accurate, clear, objective and timely documentation of client interactions and actions taken, including required statistical or demographic information.
• Service Responsiveness and Workload Management: Maintains appropriate availability to respond to incoming interactions and manages assigned work efficiently while balancing responsiveness, safety and service quality.
• Attendance and Reliability: Demonstrates consistent reliability by attending scheduled shifts, arriving ready to work, following assigned schedule and proactively communicating absences or availability concerns
• Continuous Learning and Program Participation: Maintains the knowledge, competencies and certifications required for the role and participates in training, quality improvement activities and other program or organizational initiatives

Working Conditions

• Work is performed in a contact centre and/or office environment, with extended periods of sitting and computer use.
• Regular use of technology, including telephony systems, databases, and multiple software platforms, is required.
• The role involves frequent interaction with individuals experiencing stress, crisis, or complex personal situations, requiring emotional resilience and professionalism.
• Work may be performed on a shift basis, including evenings, weekends, and statutory holidays, in alignment with 24/7 service delivery requirements.

• Occasional participation in meetings, training sessions, or community events may be required.

Control Information

Job Description ID:

CC-004

Version:

V2.0

Update Date:

September 2026

Approved by:

Emma Potter