CMHA Kelowna is proud to introduce several new and exciting roles within the Crisis Response, Community-Led (CRCL) initiative. As the first of its kind in Kelowna, CRCL represents a bold shift in how we respond to mental health and substance use crises through mobile, non-police, consent-based and culturally safe response to individuals aged 13+ experiencing mental health or substance use crises. We are seeking casual Community Crisis Response Workers to provide immediate support and de-escalation to individuals experiencing crisis, alongside a peer support worker. This is a rare opportunity for passionate, values-driven mental health professionals with experience in crisis response to help bring this vision to life. Learn more about the provincial CRCL initiative at https://www.crisiscentre.bc.ca/crcl.

CMHA Kelowna is hiring Community Crisis Response Workers (casual) for the Crisis Response, Community-Led (CRCL) program. This position has hours per week based on working shift call outs. Shifts are 10 hours in length from 11am-9pm.

WHO IS A COMMUNITY CRISIS RESPONSE WORKER?

The casual Community Crisis Response Worker is a flexible member of the Crisis Response, Community-Led (CRCL) team, providing relief coverage in the roles of Experiential Community Crisis Responder, Community Crisis Responder, CRCL Dispatcher, and related functions. This position delivers immediate, trauma-informed crisis intervention and de-escalation to individuals (ages 13+) experiencing mental health and/or substance use crises, either on-site in the community or through phone/text support. Working collaboratively with team members, the casual Community Crisis Response Worker ensures responsive, harm reduction-based, client-centered care. Responsibilities may also include dispatch coordination, documentation, case management, and participation in community care planning processes.

WHAT DOES A COMMUNITY CRISIS RESPONSE WORKER DO?

Dispatcher Responsibilities:

• Respond to incoming crisis calls and texts, offering immediate support and de-escalation and triage and assesses urgency
• Conduct assessments including suicidal ideation, self-harm risk, homicidal ideation, and overdose risks
• Use trauma-informed and harm reduction frameworks to provide emotional and situational support
• Engage in post-crisis follow-up and safety/wellness check-ins
• Initiates Community Care Plans and engages appropriate team member or emergency services as required
• Liaise with internal and external service providers, maintaining up-to-date knowledge of local resources
• Maintain real-time updates on team location, availability, and caseload to support effective triage and dispatch
• Input and manage sensitive client data and system information in line with privacy regulations

Community Crisis Responder Responsibilities

• Provide rapid point-of-service crisis de-escalation and emotional support

• Offer mobile outreach services in diverse community environments

• Conduct wellness, suicide, and safety assessments, triaging to emergency services when appropriate

• Administer First Aid and overdose response, including rescue breathing, oxygen, and naloxone

• Refer and triage to emergency services when appropriate following safety protocols in high-risk or volatile environments

• Deliver short-term, trauma-informed counselling interventions using evidence-based modalities (e.g., CBT, DBT)

• Create a safe and supportive environment for individuals or groups experiencing acute psychological or emotional distress

• Provide supplies including food, shelter gear, harm reduction supplies, and hygiene kits

• Support linkages to health care, shelter/housing services, and social supports

• Work alongside Experiential Community Crisis Responders and other team members to provide coordinated care

• Maintain thorough and confidential documentation including case notes, assessments, and releases of information

• Provide follow-up and care coordination as needed to support long-term safety and system navigation

Performs other related duties as assigned.

QUALIFICATIONS & EXPERIENCE:

• Degree or diploma in the mental health field (i.e. counselling, social work, psychiatric nursing or a related field)
• Minimum 3 years’ experience in crisis intervention, de-escalation, and case management
• Reliable vehicle and ability to travel between facilities and other locations on a frequent/occasional basis
• Valid Class 5 driver’s license with a Driver’s Abstract
• Criminal Record Check clearance in the Vulnerable Sector
• Certificates in ASIST, CBT, DBT, First Aid, CPR-C with AED, Mental Health First Aid and Naloxone considered an asset
• Demonstrated experience in harm reduction, peer-based support models, and/or public health approaches.
• Crisis intervention skills and experience with situational safety and/or mental health assessments is an asset
• Experience supporting 2SLGBTQIA+ people, Indigenous individuals, racialized communities, sex workers, and those impacted by substance use, poverty, trauma, and criminalization
• Experience working in the non-profit sector considered an asset
• Strong verbal and written communication skills
• Demonstrated cultural humility with the ability to build trust with vulnerable populations
• Ability to navigate emotionally charged and high-risk scenarios with empathy and professionalism
• Commitment to team-based care, mutual accountability, and respectful collaboration
• Skilled in cultivating respectful, collaborative relationships with staff, peers, community partners, Indigenous communities, and law enforcement (e.g., RCMP, bylaw, etc.)
• Understanding of and commitment to trauma-informed and harm-reduction principles
• Ability to maintain confidentiality, clinical standards, ethical practice, ethics in crisis care, and appropriate documentation
• Ability to maintain consistent professional boundaries
• Proficient in Microsoft Outlook, Word and Excel
• Proficient in clinical assessment tools, safety plans, mobile outreach apps and devices, and digital documentation systems
• Skilled in trauma-informed, culturally safe counselling approaches
• Strong knowledge of health promotion, safer substance use/sex practices, HIV/HCV care, and related topics
• Skilled in documentation and clinical reporting for multidisciplinary teams
• Strong assessment, triage, and risk management skills
• Familiarity with BC Mental Health Act, Child, Family and Community Services Act, and related legislation
• Understanding of overdose response tools and medical crisis interventions
• Knowledge of local service networks, emergency protocols, and geographic familiarity with Kelowna, BC
• Quick decision-making, critical thinking, and real-time problem solving in complex crisis scenarios
• Strong conflict resolution and non-violent communication skills
• Ability to manage multiple concurrent priorities with fluctuating urgency
• Ability to remain calm, emotionally regulated, and task-focused under pressure
• Ability to be regularly exposed to individuals who are struggling with and/or recovering from trauma, drug/alcohol use, homelessness, mental health challenges and/or mental illnes
• This position will be regularly exposed to occupational hazards including but not limited to: direct contact with dust, dirt, germs and human bio-products; varying weather conditions

WHO IS CMHA KELOWNA?

At CMHA Kelowna, we are dedicated to Mental Health in our community. No matter how old or how young, we provide support for families and individuals through programs that promote positive mental health and support recovery, while championing the elimination of barriers that can prevent people from thriving. We are a dynamic, innovative and visionary organization. We are looking for someone who shares our vision of a mentally healthy Kelowna and are passionate about making a difference in our community by bringing their particular expertise to our organization. To learn more, check out our website at www.cmhakelowna.org

CMHA KELOWNA OFFERS YOU:

• A competitive hourly wage of $32.68-$37.58
• Vacation Pay & Personal Health Days
• Workplace culture that fosters learning, transparency, trust and teamwork

As an employer, CMHA Kelowna strives to create a workplace that respects and values all individuals, minimizes bias, and promotes the equity, diversity, and inclusion of different perspectives and ideas. At CMHA Kelowna that means welcoming diversity in mental health, race, ethnicity, and culture. It also means diverse abilities, age, religion, sexual orientation, socio-economic status, gender identities, education, marital status, language, and physical self expression. These values are embedded in the work CMHA Kelowna does every day.

We appreciate and thank all applicants for their interest, however only short-listed candidates and those legally eligible to work in Canada will be contacted.