24/7 Services Connector, REACH Edmonton Full Time Position, Three (3) Year Contract

This exciting employment opportunity will include the prototyping of this new role that will effectively increase 24/7 Crisis Diversion Program’s capacity to connect frequent program users to resources that can best support them. The 24/7 Services Connector will also work to increase service to service connections within the sector and the systems that intersect.   They will work to leverage the resources, expertise and capacity at integrated case management hubs, or community networks. They will gather knowledge and insight about services, the barriers to those services while contributing to systematic and structural changes to impact 24/7 Services.

REACH is a backbone organization that believes safety and crime prevention solutions come from within the community. REACH works with organizations, police, government, agencies, communities and Edmontonians to realize collaborative innovative solutions.

The 24/7 Crisis Diversion (24/7 CD) program provides around the clock crisis diversion and assertive support and referrals, 365 days/year to vulnerable individuals in nonemergency crisis.  They respond to referrals from EPS, EMS dispatch, 211 and community agencies preventing unnecessary use of emergency services so as to free up police and medical responders to focus on emergency situations.

Main Responsibilities of the 24/7 Services Connector:

  • With support from the Project Manager, 24/7 Coordinator, Prototyping Project Team and Stakeholders develop the role and associated responsibilities of this new position within and externally to 24/7 Crisis Diversion program.
  • Develop criteria (risk assessment) and a multi service consent form that will trigger a supportive response from the Connector to 24/7 CD client’s who are experiencing repeated crisis, clients who are trending towards crisis, and others as identified.
  • With support from the Project Manager, 24/7 Coordinator, Prototyping Team and Evaluator develop an electronic real time shared data matrix that will inform the Connector and 24/7 Crisis Diversion staff about client service and program engagement with services and multiple systems.
  • Supports referral coordination. This includes monitoring follow-ups on warm hand off process with clients, community resources, and 24/7 CD staff.
  • Participates at integrated case management hubs and community resource networks.
  • Employ client centered skills to engage and maintain a trustful relationship with clients.
  • Develop practice upgrades for the 24/7 Crisis Diversion program that will increase program effectiveness in supporting frequent program users through information sharing that relates to clients, services and the sector.
  • Develop data processes that will contribute to the understanding of gaps and efficiencies in the system.
  • Develop formal agreements with service providers; this may include client information sharing agreements, Memorandum of Use, Service agreements or other.
  • Maintain excellent interpersonal, collaborative relationships with program staff, community services, partners and stakeholders.


  • Post-secondary degree in related field or equivalent level of education and experience
  • Minimum 5 years relevant employment and competency in a related setting involving clients with complex needs in varying degrees of change, providing assessment, referral and advocacy to community agencies
  • Working knowledge of the Housing First model, By-names list and VISPADAT
  • Working experience in supportive counselling and motivational interviewing skills
  • Knowledge of related community, education, youth and human services resources
  • Broad knowledge and experience in the areas of addictions, treatments, homelessness, mental illness and harm reduction practices.
  • Demonstrated competency in organizations/community development, collaboration and networking
  • Program evaluation, outcome measurement and case management records keeping: ETO experience, an asset
  • Valid driver’s license, clear drivers abstract and access to a vehicle
  • Provide a current Police Information Check including a vulnerable sector search.

Knowledge, Skills and Abilities:

  • Ability to determine priorities, be self directed and work with minimal supervision
  • Strong verbal and written communication skills
  • Skilled in collaboration, engaging with various groups, not for profit agencies /organizations and various levels of government (Prototyping experience would be an asset)
  • Strong interpersonal, time management, organizational, supervisory and problem-solving skills
  • Ability to develop and manage multiple priorities
  • Attention to detail, accuracy and quality
  • Demonstrated ability in computer literacy, data administration and Apps
  • Familiarity with issues of poverty, homelessness and Edmonton’s urban core
  • Understanding of Aboriginal cultures, history and current issues
  • Knowledgeable about community/social issues and community resources


  • 37.5 hours per week Monday – Friday. Some evenings and weekends as required
  • Must possess a valid class 5 Alberta driver’s license, business insurance and a reliable vehicle
  • Required upon hire: Criminal Record Check and Child Intervention clearance
  • The application process will remain open until April 30 or until a suitable candidate is engaged


Please submit resume and cover letter to:

 REACH Edmonton

c/o Madeleine Smith - Community Initiatives Co-director

Suite 901 Baker Centre

10025 – 106 Street

Edmonton, AB T5J 1G4

Email: Madeleine.smith@reachedmonton.ca

Fax: 780-498-1266