988 National Crisis Line Worker

Job summary

The 988 National Crisis Line Worker is responsible for answering incoming calls and texts to provide crisis de-escalation and support. They also perform risk assessments, create safety plans, and maintain accurate records of all interactions.

Job details

988 National Crisis Line Worker We are hiring for the following positions: * Part Time Wednesday-Friday Overnights * Part Time Wednesday-Friday Evenings * Part Time Friday-Sunday Days * Part Time Monday-Wednesday Days This role operates within a 24/7 contact centre environment. The shifts listed above reflect current hiring needs. Part-Time Staff * Work an average of 11 shifts per month, which include statutory holidays, based on rotation and availability. Location & Hours Work location: On-Site at 999 8th Street SW Hours : The contact is open 24/7, all shifts are 8 hours What We Offer * Generous Vacation Entitlement * RRSP matching and Health Spending Account * Extended health and dental benefits * Access to on-site gym (999 Site) at no cost * Paid development days and a staff development fund * A supportive, mission-driven workplace where you can grow, take on new challenges, and collaborate with colleagues that value integrity, hard work, and make a meaningful community impact Who We Are For over 50 years, Distress Centre has served Calgary and Southern Alberta by providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night. We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective. What to Expect This 988 National Crisis Line Worker reports to the Crisis and 211 Team Lead and will receive direction from Contact Centre Coordinators during shift. This role is responsible for answering incoming calls and texts on the 988 National crisis line and providing crisis de-escalation in accordance with Distress Centre Calgary's crisis intervention model. We provide clear expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work. What You’ll Do 988 National Crisis Line Responder * Assess risk, create safety plans, and provide empathy and support to individuals calling 988 * Provide compassionate, empathetic, and non-judgmental crisis support * As needed, provide information on and connection to community resources * Assess suicide risk and other relevant risks according to 988 and Distress Centre procedures * Make follow-up calls to check in on the safety of service users as needed * Alert Contact Centre Coordinators (CCC) of any high-risk calls and follow their direction as needed * Maintain accurate and timely records of all interactions according to 988 and Distress Centre procedures Training and Contact Centre Maintenance * Provide coaching for new national crisis line responders as part of their training * General contact centre maintenance including light housekeeping such as emptying the dishwasher, vacuuming, and cleaning workstations * Attend regularly scheduled training sessions, meetings and workshops to stay updated on best practices in crisis intervention and related areas What You Bring Qualifications & Experience * High School Diploma is required * Experience volunteering with Distress Centre or another crisis service is an asset * Gender-Based Analysis+ Certification or willingness to obtain prior to start date Skills & Abilities * Ability to manage change, unexpected issues, or shifting priorities with appropriate support * Clear and respectful verbal and written communication skills * Ability to tailor communication based on the audience or context * Experience using Microsoft Office and other relevant software Additional Employment Requirements As a condition of employment, all successful candidates are required to complete and maintain a Police Information Check. For those in direct service-user facing roles, a Vulnerable Sector Search is also required. How to Apply Please submit your resume and cover letter through our ADP Career Centre [https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=0b7d4960-e60e-4b56-8c5f-2172b8e37164&ccId=19000101_000001&lang=en_CA&selectedMenuKey=CareerCenter]. Distress Centre is an inclusive workplace. If you are invited for an interview and require accommodation, please let us know. If you require accommodation during the application process, please call our main office and ask to speak to Human Resources. We may also use AI-enabled tools to support aspects of the recruitment process. All hiring decisions are made by people and are guided by our commitment to fairness and inclusion. We thank all applicants for their interest; only those selected for an interview will be contacted.

What you’ll do

The 988 National Crisis Line Worker is responsible for answering incoming calls and texts to provide crisis de-escalation and support. They also perform risk assessments, create safety plans, and maintain accurate records of all interactions.

Requirements

A high school diploma is required for this position. Previous experience volunteering with a crisis service is considered an asset.

Benefits

• Flexible work schedules • On-site gym

Listed skills

• record keeping · Preferred
• Microsoft Office · Preferred
• Coaching · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Crisis de-escalation
• Risk assessment
• Safety planning
• Empathy
• Crisis support
• Communication skills
• Microsoft Office
• Coaching
• Record keeping
• Suicide risk assessment
• Workplace Inclusivity
• De-escalation Techniques
• Compassion
• Call Center Experience
• Housekeeping
• Communication
• Crisis Intervention
• Disabilities
• Assessment Of Suicide Risk
• Team Leadership

Job areas

• Social Services
• Customer Service & Support
• Healthcare
• Crisis Worker
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• Plumbers and Pipe Fitters
• Pump Operators, Except Wellhead Pumpers