Eustacia M.

Contact Centre Coordinator Community Resource Specialist @Distress Centre Calgary

AB, CA

Coordinate daily operations of the contact center, ensuring efficient handling of incoming crisis and support calls, chats and texts to provide timely assistance to community members in need• Assessing the needs of service users on the 211 line and provide appropriate information and referrals in response to those needs• Offer crisis intervention, emotional support, and resource navigation, connecting individuals to relevant community services and resources• Train, mentor, and supervise team of volunteers and staff to enhance service quality and consistency• Utilize data tracking and reporting tools to monitor key performance metrics, improving response times and service outcomes.• Collaborate with internal teams and external partners to streamline referral processes and ensure clients had access to necessary resources• Engage in continuous professional development and training to maintain up to date knowledge of crisis intervention techniques and community resources.

Seneca Polytechnic

Social Services

Higher School of Economics

Master of Arts - MA, Applied Social Psychology

University of Johannesburg

BA Honours , Psychology

University of Johannesburg

Bachelor's degree, Psychology