Community Outreach Specialist-Full-Time-Perm-Calgary, Edmonton

Overview Position Summary

Position Description&Qualifications. In this role, you will lead the development, coordination, and ongoing optimization of the Wraparound Supports Referral Network. The position focuses on building and sustaining strong provider relationships, designing effective service pathways, planning and facilitating advisory tables and sector events, and producing system-level reports and insights. By strengthening partnerships, reducing system-level barriers, and ensuring coordinated, high-quality wraparound pathways, you will play a critical role in supporting long-term stability outcomes and enabling Case Managers to effectively support Job Seekers’ Action Plans. This position offers the opportunity to make a meaningful impact through system design, collaboration, and continuous improvement across the social services ecosystem.

Responsibilities

Build, maintain, and strengthen relationships with Wraparound Supports Providers across housing, mental health, addiction services, disability supports, justice-related services, childcare, transportation, and other community-based supports.

Act as the primary point of contact for wraparound providers, maintaining current knowledge of eligibility criteria, service scope, capacity, waitlists, and intake processes.

Identify and troubleshoot system-level access issues such as capacity constraints, referral bottlenecks, documentation challenges, or eligibility misalignment.

Design, document, and continuously refine wraparound support pathways aligned with program objectives and Action Plan requirements.

Identify service gaps, duplication, and inefficiencies in the wraparound network and bring forward recommendations for improvement.

Support the development and implementation of standardized referral protocols and escalation pathways.

Plan, coordinate, and support Wraparound Supports Advisory Tables and related working groups.

Develop agendas, briefing materials, discussion topics, action trackers, and follow-up documentation.

Monitor progress on advisory recommendations and support implementation of agreed system improvements.

Plan and coordinate provider engagement activities, including orientation sessions, information sessions, networking events, system co-design forums, and Open House activities.

Support collaboration and shared learning across wraparound providers through structured engagement opportunities.

Run and analyze reports from Compass and internal systems related to referral activity, provider utilization, access trends, and system performance.

Produce regular system-level summaries and insights for Program Leadership to support planning, decision-making, and continuous improvement.

Share trend data, risks, and opportunities to inform operational and strategic discussions.

Collaborate closely with Program Leadership, Case Managers, and other system roles to align wraparound pathways with operational needs.

Provide system-level guidance, intelligence, and recommendations to internal teams (without participating in individual client interactions).

Qualifications

Bachelor’s degree in Social Work, Counseling, Psychology, Human Resources, or a related field.

5–7 years of relevant experience; previous experience in case management, service navigation, or related roles preferred.

Strong understanding of barriers to employment, social services sectors, and available community resources.

Knowledge of Alberta labour market trends and employment services landscape considered an asset.

Experience supporting individuals with disabilities and those facing complex barriers to employment– 2 years.

Experience developing individualized Action Plans based on assessment results– 1 year.

Experience coordinating referrals and Service Navigation across Employment Services and wraparound supports– 1 year.

Experience with Compass or comparable client information systems for referral, tracking, and documentation– 1 year.

Multilingual capacity and/or experience serving culturally diverse populations– 1 year.

Training in accessibility standards and inclusive service delivery, including accommodations for individuals with disabilities– 1 year.

Excellent communication skills (written and verbal).

Proficiency in remote communication tools (video conferencing, email, phone) and digital service delivery platforms.

Proficient computer skills, including Microsoft Office.

Ability to work independently with an empathetic, client-centred approach.

Cultural competency and experience working with diverse populations; training in equity, diversity, and inclusion.

Familiarity with trauma-informed practices and mental health support strategies.

Conflict resolution and mediation skills.

Valid driver’s license and ability to travel within Alberta.

Ability to pass a Criminal Record Check (CPIC).

Company Overview Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

To review all Serco benefits please visit: complies with all applicable federal, provincial, and local leave laws. This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: .

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