Answering calls in 211 and suicide hotline - Call Center Agent Distress Centre Calgary Employee Review

Great colleagues, we can work remotely or onsite

The CEO is disrespectful to certain departments. The management team is inexperienced and has no knowledge of how to treat people with respect. Used to be a great place to work but in the last 6 months have been terrible

If you are Canadian born or fit the organization’s visible minority DEI categories, this can be an excellent place to start your career. There is initial training, and the real learning comes from speaking with service users. The moments when you can genuinely support someone in crisis are deeply meaningful and rewarding. From the outside, this environment has the potential to be exceptional.

My experience as a white immigrant with an accent was markedly different. I consistently felt like an outsider who did not fit any of the organization’s DEI boxes, and this shaped how I was perceived and treated. Feedback was often belittling, inconsistent, or delivered without clear documentation. Expectations shifted without warning. Concerns were reframed rather than addressed. The contrast between how included some staff felt and how excluded others were was stark. This created a two tier experience: those who fit the preferred categories often thrived, while those in the “middle space” — not Canadian born, not visibly diverse, and not protected by any category — faced disproportionate scrutiny and marginalization.