Community Resource & Engagement SpecialistProgram AreaService SystemsClassificationCategoryUnionCompensation BandCRSLocationIn officeReports ToDirect ReportsN/AOrganization SummaryCanadian 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 SummaryOur 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.211 Alberta is a community navigation service that connects Albertans to a full range of community, government, social and health services. It'sfree,confidentialand available 24/7 in over 240 languages. For community navigation support, anyone across the province can call 2-1-1, text INFO to 211 or visitwww.Ab.211.Ca for live chat and online search.Role SummaryThe Community Resource and Engagement Specialist supports the 211 Alberta School Navigation Supports project by providing community navigation services and leading school engagement activities. The role responds to service users by phone, text, chat, and email; assesses needs and risk; provides information, referrals, follow-up, and crisis-related support; and delivers Champion training, community-of-practice sessions, relationship building, and awareness activities with school partners. Time will be allocated between navigation and engagement based on project milestones and contact centre operational needs.Key ResponsibilitiesCommunity NavigationRespond to service users through phone, text, email, and online chat; assess needs using a person-centred approach and provide accurate information, referrals, and navigation supportSearch the 211 Alberta database to identify relevant community, social, health, and government services; support informed choiceand service-user autonomyTriage and respond to crisis, mental health, and higher-risk contacts in accordance with training and established procedures; elevate when requiredComplete follow-up contacts to assess the effectiveness of referrals and identify additional needsDocument contacts accurately, maintain confidentiality, and meet service-quality and operational standardsManage challenging interactions with calm, trauma-informed, culturally responsive approaches while maintaining professional boundariesSupport database accuracy by reporting errors or submitting update requestsContribute to a safe, respectful, and well-functioning contact centre environmentSchool EngagementDeliver accessible, engaging 211 Alberta Champion training in person and virtually, adapting to participant needs, local context, and cultural protocolsFacilitate ongoing community-of-practice sessions that support shared learning, resource navigation, co-problem-solving, and continuous improvementBuild and maintain trust-based relationships with school divisions,



school wellness coordinators, and designated staffProvide ongoing information and navigation support to 211AB Champions in schools; elevate crisis, child safety, or clinical concerns according to established protocolsDeliver informational presentations to school divisions and stakeholder groups; support province-wide awareness campaigns through distributing print, digital, and promotional resourcesIdentify resource gaps, access barriers, and emerging community needs; share feedback with appropriate 211 Alberta teams to inform service improvements and database updatesMaintain accurate records of school contacts, engagement activities, training attendance, and outcomesCollect and submit required project and evaluation data; contribute observationsand recommendations to reportsTravel to participating schools and communities as required; coordinate logistics and complete expense documentation in accordance with organizational policyApproach all engagement with cultural humility, respect, and relational accountability, particularly with rural, remote, Indigenous, and other diverse school communitiesRequired Qualifications/ExperienceMinimum two years of relevant experience in frontline client support, information and referral, contact centre, crisis service, human services navigation, training, or facilitationDemonstrated experience preparing and delivering presentations, training, or facilitated group sessionsProven ability to work respectfully and effectively with people from diverse backgrounds and lived experiences, demonstrating strong interpersonal and cultural awareness skillsValid Class 5 driver's license, access to a personal vehicle, with $2M Liability.Acceptable Police Information Check with Vulnerable Sector Check and Intervention Record CheckPreferred Qualifications/ExperienceExperience working with schools, school divisions, or child and youth servicesExperience working with rural, remote, Indigenous, newcomer, Francophone or other diverse communitiesExperience working or volunteering with a crisis line or community navigation serviceFirst Aid and CPR certification.We value and recognize the lived experiences of Indigenous people and will consider lived experiences in lieu of listed qualifications.Core CompetenciesClient-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 energetic situations.Emotional Intelligence: Demonstrates emotional regulation and resilience, a commitment to continuous learning and growth and awareness of the emotional state of others.Relational Accountability: Builds and maintains strong reciprocal relationships while demonstrating respect, reciprocity, and responsibility in all interactions,



and focusing on community needs and perspectives.Skills & AbilitiesClear and respectful verbal and written communication skills; ability to tailor communication based on audience and contextStrong interpersonal skills; ability to build trust quickly and work effectively with diverse stakeholdersEffective adult-learning and group-facilitation skillsStrong information-gathering, needs-assessment, problem-solving, and decision-making skillsAbility to shift effectively between planned project work, community engagement, training delivery, and real-time frontline service demandsAbility to remain composed in stressful situations and respond to risk appropriately using trauma-informed approachesStrong organization, time management, and attention to detail across multiple priorities and locationsProficiency in computer systems and the ability to learn, adapt to and effectively use new technologies and information systemsKey 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.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.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 initiativesCommunity Engagement & Outreach Activity: Delivers consistent and effective outreach through meetings, presentations, and community events, ensuring engagement activities are documented and aligned with regional priorities.Responsiveness & Communication: Maintains timely and professional responses to community inquiries, requests, and engagement opportunities.Relationship Development & Maintenance: Builds and sustains strong, ongoing relationships with community partners, supporting increased awareness and utilization of 211 services.Working ConditionsWork is performed in a primarily remote setting, requiring a dedicated and secure workspace.Prolonged periods of computer use, including virtual meetings, scheduling systems, and administrative tasks.Travel is required for meetings, training, on-site work and community engagement activities, based on operational needs.Eligible travel expenses covered in accordance with organizational policy.Requires significant interaction with diverse communities and stakeholders in a virtual environment.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.

📌 Community Resource And Engagement Specialist (Edmonton)
🏢 CMHA Edmonton (Canadian Mental Health Association - Edmonton)
📍 Edmonton