Mikaela Mallaley
Calgary
Summary
Passionate social services worker with 10+ years of crisis management experience. Effective and supportive leader within the non-profit sector. Seeking a new challenge to develop new skills and build on existing skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
911/211 Call Diversion and Navigation Specialist
DISTRESS CENTRE CALGARY
09.2023 - Current
- Responding to 211 Alberta calls and lower risk 911 calls at the Multi-Services Centre in Calgary
- Providing confidential emotional support and crisis intervention services
- Responding to HELP Team (formerly known as the DOAP Team) and CMCR (Community Mobile Crisis Response) dispatch requests
- Training and coaching new hires on an as-needed basis
- Documenting call interactions accurately and thoroughly
- Following all agency policies and procedures to provide high quality service to community members
- Supporting 211 staff with resource-related and safety follow-ups as required
- Attending staff development meetings throughout the year
Crisis and 211 Team Lead
DISTRESS CENTRE CALGARY
01.2023 - 08.2023
- Supervised and provided support to contact centre staff from various staffing groups (e.g., Midnight Crisis Line Workers (MCLW), Crisis Line Workers (CLW), Contact Centre Assistants (CCAs), Contact Centre Coordinators (CCC), and Community Resource Specialists (CRS)
- Promoted a positive work environment by creating a safe space for staff to share their feedback and appreciating staff for a job well done
- Trained and coached new hires by relaying information on agency policies and procedures
- Responded to service user complaints in a timely manner
- Conducted performance reviews for direct reports and supported their professional growth and development
- Completed payroll for direct reports
- Compiled KPI data for Contact Centre Coordinator/Community Resource Specialists
- Planned and facilitated quarterly staff meetings and team building activities for contact centre teams
- Monitored scheduling gaps and created contingency plans in collaboration with the Scheduling Coordinator
- Assisted with various agency projects (e.g., Implemented DCIB risk assessment tool)
- Liaised with community partners (e.g., Senior Connect)
- Provided mentorship and supervision to assigned volunteers
Quality Assurance Team Lead
DISTRESS CENTRE CALGARY
02.2020 - 01.2023
- Supervised and provided support to the MCLW/CCA team
- Promoted a positive work environment by ensuring open lines of communication with direct reports and acknowledging staff for a job well done
- Responded to service user complaints in a timely manner
- Conducted performance reviews for the MCLW/CCA team
- Conducted research on QA best practices to disseminate
- Completed payroll for the MCLW/CCA team
- Compiled KPI data for the Contact Centre Coordinator/Community Resource Specialists
- Planned and facilitated quarterly staff meetings and team building activities for the MCLW/CCA team
- Provided mentorship and supervision to assigned volunteers
Senior Contact Centre Coordinator
DISTRESS CENTRE CALGARY
02.2019 - 02.2020
- Supervised and provided support to the MCLW/CCA team during dedicated office days
- Promoted a positive work environment by advocating for the needs of direct reports and acting as a liaison between entry-level and leadership staff
- Conducted performance reviews for MCLW/CCA team
- Completed payroll for MCLW/CCA team
- Created the schedule for MCLW/CCA team on a monthly basis
- Assisted volunteers while they answer crisis calls by: listening to high-risk calls and communicating with them via instant messaging, providing written and verbal feedback to facilitate growth and further development, and debriefing after challenging calls
- Completed mentorship responsibilities such as: checking in with assigned volunteers, greeting and thanking volunteers in the Contact Centre, completing various interviews (Training Completion,3-Month Interim, Continuation, and Exit), writing reference letters upon completion of volunteer commitment, and offering emotional support as required
- Provided confidential information, referrals, and emotional support on the following lines: 211 Alberta, Family Violence Information Line, Bullying Helpline, Work Safety, and403 Seniors
Contact Centre Coordinator/211 Resource Specialist
DISTRESS CENTRE CALGARY
10.2017 - 02.2019
- Assisted volunteers while they answer crisis calls by: listening to high-risk calls and communicating with them via instant messaging, providing written and verbal feedback to facilitate growth and development, and debriefing after challenging calls
- Completed mentorship responsibilities such as: checking in with assigned volunteers, greeting and thanking volunteers in the Contact Centre whenever possible, completing various interviews (Training Completion,3 Month Interim, Continuation, and Exit), writing reference letters upon completion of volunteer commitment, and offering emotional support if required
- Provided confidential information, referrals, and emotional support on the following lines: 211 Alberta, Family Violence Information Line, Bullying Helpline, Work Safety, and403 Seniors
Server Assistant/Hostess
YELLOW DOOR BISTRO
05.2017 - 09.2017
- Greeted and seated guests
- Answered phone calls at the hostess desk
- Documented reservations using Bookenda software
- Transported food and beverages to guests
- Cleaned tables and performed light housekeeping tasks
Server Assistant/Hostess
NATIVE TONGUES TAQUERIA
11.2016 - 06.2017
- Greeted and seated guests
- Answered phone calls at the hostess desk
- Transported food and beverages to guests
- Cleaned tables and performed light housekeeping tasks
- Assisted with bartending as needed
Peer Mentor
ST. MARY’S UNIVERSITY
09.2016 - 04.2017
- Provided confidential peer support to students
- Collaboratively set academic and personal goals with students
- Assisted in strengthening students’ knowledge of course content
- Shared personal academic strategies
Hostess/Server
CANADIAN ROCKY MOUNTAIN RESORTS
06.2013 - 06.2015
- Greeted and seated guests upon arrival
- Set up dining room for functions
- Served in the dining room and patio
- Answered phone calls during the hours of service
- Assisted guests with booking reservations
Hostess/ Server
MOXIE’S GRILL & BAR
11.2010 - 07.2012
- Greeted and seated guests, cleaned tables, and coordinated the seating chart
- Served in the dining room, lounge, and patio
Education
Bachelor of Arts - Honours Psychology, Family Studies
ST. MARY’S UNIVERSITY
Calgary, ABSkills
- Crisis management
- Trauma-informed communication
- Advocacy skills
- Problem solving in high pressure situations
- Coaching and mentoring
- Teamwork and collaboration
- Attention to detail
- Customer relations
- Promoting a positive work environment
- Team building
- Documentation management
- Emergency response
Certification
- Alliance of Information and Referrals Systems CIRS certification (2024).
- Applied Suicide Intervention Skills Training (2024)
- Standard Calgary Police Check (2023).
- Standard First Aid CPR/AED Level C certification (2023).
- Psycrisis Training (2023).
- Naloxone Training (2023).
- Intervention Record Check (2022).
- ProServe (2022).
- Enhanced Calgary Police Check (2021).
- Discovering our Differences (2020).
- Protecting Patients from Sexual Abuse and Sexual Misconduct (2020).
- Brain Story (2019).
- GBA+ (2019).
- Mental Health First Aid basic certification (2018).
Accomplishments
- 2021: The Support Behind the Scenes Award at Distress Centre Calgary
- 2018: Mentor of the Month at Distress Centre Calgary
- 2012-2017: Placement on the Dean’s List at St. Mary’s University.
- 2013-2014: Jason Lang Scholarship
- 2012-2013: Jason Lang Scholarship
- 2012:100% on QSC for serving in the dining room at Moxie’s Grill & Bar
- 2011-2012: Rutherford Scholarship & St. Mary’s University College scholarship
- 2008-2011: Centennial High School Academic Honors
- 2008-2009: Drama Student Award
Languages
English
Native or Bilingual
Timeline
911/211 Call Diversion and Navigation Specialist
DISTRESS CENTRE CALGARY
09.2023 - Current
Crisis and 211 Team Lead
DISTRESS CENTRE CALGARY
01.2023 - 08.2023
Quality Assurance Team Lead
DISTRESS CENTRE CALGARY
02.2020 - 01.2023
Senior Contact Centre Coordinator
DISTRESS CENTRE CALGARY
02.2019 - 02.2020
Contact Centre Coordinator/211 Resource Specialist
DISTRESS CENTRE CALGARY
10.2017 - 02.2019
Server Assistant/Hostess
YELLOW DOOR BISTRO
05.2017 - 09.2017
Server Assistant/Hostess
NATIVE TONGUES TAQUERIA
11.2016 - 06.2017
Peer Mentor
ST. MARY’S UNIVERSITY
09.2016 - 04.2017
Hostess/Server
CANADIAN ROCKY MOUNTAIN RESORTS
06.2013 - 06.2015
Hostess/ Server
MOXIE’S GRILL & BAR
11.2010 - 07.2012
- Alliance of Information and Referrals Systems CIRS certification (2024).
- Applied Suicide Intervention Skills Training (2024)
- Standard Calgary Police Check (2023).
- Standard First Aid CPR/AED Level C certification (2023).
- Psycrisis Training (2023).
- Naloxone Training (2023).
- Intervention Record Check (2022).
- ProServe (2022).
- Enhanced Calgary Police Check (2021).
- Discovering our Differences (2020).
- Protecting Patients from Sexual Abuse and Sexual Misconduct (2020).
- Brain Story (2019).
- GBA+ (2019).
- Mental Health First Aid basic certification (2018).
Bachelor of Arts - Honours Psychology, Family Studies
ST. MARY’S UNIVERSITY
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