988 National Crisis Line Worker

Hiring for multiple part-time roles:

Monday to Wednesday Day

Saturday to Monday Day

Wednesday to Friday

Sunday to Tuesday Evening

For over 50 years Distress Centre has served Calgary and Southern Alberta, 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.

Job Objective

The Crisis Line Worker provides support, information, and referrals for people in crisis through the phone and text. This includes assessing suicide risk, creating safety plans, de-escalating calls, and helping callers explore resources they can access for support.

Key Outcomes

• Calls are answered in a timely, professional manner.
• Community safety is increased because callers have access to supportive, staff trained in crisis intervention and suicide prevention.

Duties

Answer National Crisis Line

• Work with callers to assess risk, create safety plans, and provide empathy and support.
• Provide compassionate, empathetic, and non-judgmental crisis support to those in need.
• As needed, provide information on and connection to community resources.
• Assess suicidal 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 instructions as directed.
• Maintain accurate and timely records of all interactions according to 988 and Distress Centre procedures.

Responder Support

• As required, provide coaching for new national line responders as part of training.

Other

• 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.

The duties and responsibilities outlined above are representative but not all inclusive. Other related duties as required.

Qualifications and Requirements

• High School Diploma is required.
• Experience volunteering with Distress Centre or another crisis service is an asset.
• Gender-Based Analysis+ Certification.

Skills/Abilities:

• Strong critical thinking and assessment skills.
• Ability to work independently and in consultation with Contact Centre Coordinators when required.
• Boundary-setting and assertive skills with service users.
• Strong communication skills, both written and verbal.
• Basic technological skills including computer skills, and ability to use multiple softwares.

Lines of Communication/Accountability

• Reports to the Crisis and 211 Team Lead.
• Will receive direction and instruction from Contact Centre Coordinators during shift.

Special Working Conditions

• Part-time staff:
  • Three consecutive 8-hour shifts per week is required which could include statutory holidays as per their shift rotation.
• This is a predominantly onsite position with some opportunities for remote work.
• Long periods of sitting at a desk. Predominantly computer work including typing and reading on a screen.
• Comfortable working with and ability to maintain composure in stressful situations.

Core Competencies:

Client/Service Centred Work: you make clients the ultimate focus of our agency, team, and individual choices and actions.

Partnerships, Relationships, & Teamwork: you build and maintain productive, collaborative working relationships within and across groups, both internally and externally, to accomplish our common goals.

Growth Mindset/Learning: you actively identify new areas for learning and take advantage of opportunities to learn in whatever form they come. You apply your newly gained knowledge in your jobs and share these skills with others.

Communication: you clearly convey information and ideas through a variety of media in a way that engages the audience and helps them to understand and inviting dialogue and inciting action where appropriate.

Diversity, Equity & Inclusion: we build and sustain an inclusive work environment where all individuals are welcomed, supported, respected, and valued for their unique experiences, perspectives, talents, and contributions.

Change Management: you maintain your team and personal effectiveness when being impacted by changes within the organization.

Self-Management: you take responsibility for yourself and your actions.

What Distress Centre Has to Offer

• Opportunity to work for an organization that’s making a difference in our community
• A great working environment with supportive colleagues
• Opportunities for learning and mentorship including paid development days and a staff development fund
• Competitive salary
• Great benefits package starting immediately
• Vacation time starting at 3 weeks