Main Responsibilities

• Tele-triage of addiction and mental health calls and respond to callers by providing information, supportive listening/clinical intervention, psychoeducation, triage/assessment, referrals, and connecting callers with urgent or emergency services as needed.
• Respond to callers in crisis, quickly assess risk and de-escalate active suicidal behaviour, other risk of violence, or substance-related crises.
• Provide brief intervention and advice over the phone, largely independently.
• Participate in supporting on-shift colleagues and debriefing with shift leads or Clinical Supervisors.
• Participate in shift exchange process, clinical supervision and quality assurance activities, evaluation and quality improvement activities, and other administrative duties.

Required Qualifications

• Master's degree in Psychology; or master's degree in Social Work (clinical specialization) including education in mental health assessment and psychotherapy; or master's or bachelor's degree in Occupational Therapy including training and experience in mental health assessment and provision of psychotherapy; or master's degree in Nursing or Psychiatric Nursing including training and experience in mental health assessment and provision of psychotherapy. Active or eligible for registration with the applicable Alberta regulatory college.
• Active registration for those eligible under the Health Professions Act.
• Minimum of 3-5 years’ experience providing frontline Addiction and Mental Health services in a variety of healthcare settings (e.g., urgent, acute, community).
• Ability to manage a wide variety of clinical situations with varying levels of acuity and a heterogeneous caller population.
• Strong knowledge of mental health and substance use concerns across populations, including areas of high risk such as substance withdrawal, suicidality, and/or violent behaviour.
• Competency in concurrent capable practice within addiction and mental health.
• Advanced computer skills essential, including working knowledge of the following: Office 365 applications; Genesys (computer-based phone software); Connect Care (clinical assessment software and protocols).
• Ability to learn and utilize multiple electronic platforms concurrently.
• Strong working knowledge of the addiction and mental health system across the province and the ability to locate resources that may be useful for callers based on clinical judgement.
• Advanced skills in assessment and intervention for individuals of all ages with addiction and mental health concerns, including skill and experience in crisis intervention and tele triage assessment.
• Customer Service focus.

Preferred Qualifications

• Psychological First Aid (PFA) training preferred.
• Previous contact center experience is an asset.

Other Relevant Details

• FTE: 0.80
• Hours per Shift: 7.75
• Shift Pattern: Days, Nights, Weekends
• Minimum Salary: $41.12 per hour
• Maximum Salary: $54.61 per hour
• Vehicle Requirement: Not Applicable
• Primary Location: Southport Tower