About the Project:
HERConnect is a groundbreaking initiative that is part of Calgary’s Community Safety
Investment Framework, a partnership between The City of Calgary, the Calgary Police Services,
and various community partners seeking to alleviate gaps in crisis and outreach service provision
for mental health and addictions in Calgary. Through a collaboration between Ladies in the
Family Foundation (LIFF), Alberta Black Therapists Network (ABTN), and Health Research
Partners (HRP), HERConnect aims to streamline crisis response and follow-up for Black women
and girls who have immigrated to Calgary within the past five years. Our project will apply a
culturally sensitive lens to managing mental health and addictions crises in this population by
ensuring coordinated access to care through a unified and effective crisis response system that
aims to bring positive change to the health and wellbeing of Black women and girls in Calgary.

About the Collaboration:
The collaboration between LIFF, Hope Alive  and ABTN is driven by a shared commitment to
enhancing mental health outcomes for Black and racialized women and girls who have recently
immigrated to Calgary. As leaders of the collaboration, LIFF has built a network of culturally
relevant programs and services for immigrant women and girls in partnership with numerous
women-serving organizations, including ABTN, which seeks to increase access to mental health
services and reduce stigmas in Black communities, especially for recent immigrants from other
countries. This collaboration is further strengthened by HRP, a public health research
organization that is passionate about understanding and advancing the health needs of women,

children, and adolescents through advocacy, community engagement, and data-driven decision-
making.

We are seeking a highly organized and compassionate Emergency Line Coordinator to
manage and oversee our emergency response operations and ensure effective
communication and support during emergencies.

Job Description:
As an Emergency Line Coordinator, you will play a vital role in coordinating and managing our
emergency response hotline, ensuring that individuals in distress receive timely and appropriate
assistance. You will lead a team of operators, monitor emergency calls, and collaborate with first
responders and support agencies to facilitate efficient and effective responses to emergencies.

Key Responsibilities:
• Emergency Line Operations:
o Supervise and manage the day-to-day operations of the emergency hotline,
ensuring 24/7 coverage of the line
o Monitor incoming emergency calls and ensure that all calls are handled promptly
and professionally.

• Call Assessment: Review and assess the urgency and severity of incoming calls and prioritize
responses accordingly.
o Collaborate with operators to guide on handling complex or high-stress calls.
• Resource Coordination:
o Liaise with social workers, Therapists, and support agencies to coordinate
appropriate responses to emergencies.
o Maintain up-to-date information on available resources and services for referrals.
• Data Management:
o Maintain accurate records of emergency calls, responses, and outcomes utilizing
an online record-keeping system
o Prepare reports and statistics on emergency call volume and trends.
• Quality Assurance:
o Implement quality assurance protocols to ensure that emergency calls are handled
effectively and following established procedures.
o Conduct regular evaluations and feedback sessions with operators.
• Continuous Improvement:
o Identify opportunities for process improvements and implement best practices to
enhance the efficiency and effectiveness of emergency response operations.
o Additional tasks may be assigned by the direct supervisor

• Qualifications:
  Bachelor's degree in a relevant field or a combination of experience (e.g., emergency
  management, social work, psychology).
  • Previous experience in emergency response, crisis management, or call center
  management is preferred.
  • Strong coordination and communication skills.
  • Excellent communication and interpersonal abilities.
  • Ability to remain calm and make sound decisions in high-pressure situations.
  • Proficiency in relevant software and systems for call management and data tracking.
  Types of employment:
  • This is a hybrid position with a flexible schedule but you expect to work 20 hours per
  week- some weekday and weekend availability is needed
  • Some travel may be required
  • As a contract employee, you will be paid an hourly for hours worked
  • Preference will be given to individuals who speak additional languages

To apply: Email resume and cover letter to
Noreen Sibanda, Therapist Lead
N
Ladies in the Family Foundation