Identifying Information

Job Title:
Crisis Responder, Permanent Part-Time

Program Area: Crisis Services - Contact Centre

Hours and Days of work: 4PM – 12AM – Sunday – Wednesday

Compensation: $49,193 - $56,104

Job Level: Helplines Support Staff

Reports to:
Team Lead, Contact Centre

Organization Summary

CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness.

Job Summary

Reporting to the Team Lead, Contact Centre the Crisis Responder is responsible for taking crisis interactions and providing confidential, nonjudgmental supportive listening for help seekers. The Crisis Services program provides 24-hour crisis lines, including the Distress Line, Rural Distress Line, Senior Abuse Helpline and Brite Line. In addition, this role will respond to text and phone-based interactions to support partnership with 988, a national suicide specific crisis line which provides emotional support, connection to resources and intervention for people in crisis who are experiencing thoughts of suicide.

Job Duties and Responsibilities

• Responds to voice and text interactions for CMHA’s partnership with 988

• Responds to interactions from help seekers via CMHA-Edmonton Crisis Services

• Provide emotional support and active listening for clients experiencing a myriad of crises related to suicide and mental health.

• Effectively and factually documents key details and statistical information from interactions.

• Schedules and carry out telephone follow up and outreach calls for client’s experiencing risk to their current safety.

• Liaise with emergency services to coordinate active rescue when necessary or supports mandatory reporting related to child at risk and/or duty to warn.

• Assists peers through consultation, debriefing and intervention.

• Participates in both program specific and agency meetings as required.

Qualifications/Experience

CMHA-Edmonton recognizes that candidates all have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections, it is not a checklist. We encourage everyone interested to apply and indicate how you would successfully take on the role even if you have unconventional experiences or qualifications.

• Minimum 1-2 years of related experience required, preferably within a non-profit organization.

• Completion of Grade 12 (related post-secondary Diploma or relevant course work in a Social Science preferred)

• Completion of training considered an asset: Distress Line, 988 training, Brain Story Certification, Crisis Worker Certification, and Gender Based Analysis Plus

• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check

• Cover Letter required demonstrating your experience in supporting clients from a nonjudgmental, strengths-based, trauma informed and empathetic perspective.

• Proficient in computer skills (Microsoft Office and other program software e.g., VOIP, iCarol)

Skills/Abilities

• Strong interpersonal, verbal, and written communication skills

• Excellent telephone skills, including questioning, probing and/or interviewing abilities, to ensure individuals’ needs are being determined and appropriately met

• Ability to work effectively in a challenging environment, deal with difficult situations and respond in a composed manner

• Positive, helpful attitude towards assisting clients

• Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention

• Ability to work independently and in a team environment

• Strong organizational skills, time management and problem-solving skills

• Ability to receive constructive and positive feedback

• Must be empathetic, genuine, assertive, and non-judgmental when assisting clients

Required Training for the Position

Within the first weeks of employment:

• Distress Line Training

• 988 Training

Within the first 3 months of employment:

• Indigenous Cultural Awareness Training

• Discrimination and Harassment Training

• Diversity and Cross-Cultural Training

• Trauma Informed Care

Within the first 6 months of employment:

• GBA+ Training