Midnight Crisis Line Worker

We are hiring for the following positions:

1. Part-time Sunday to Tuesday

2. Part-time Tuesday to Thursday

3. Relief Positions

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 Midnight Crisis Line Worker (MCLW) helps provide overnight support to our service users in crisis through emotional support, information and referrals. This position will be answering and documenting incoming contacts from people in distress on our lines including crisis line, and our partner lines. Support on the lines includes assessing suicide risk, exploring service users’ concerns, clarifying feelings, and helping the service user create a plan of action.

Duties

Answering Crisis and Partner Lines

• 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 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 Distress Centre procedures.

Responder Support

• As required, provide coaching for new 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, meeting 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.
• Additional coursework in a post-secondary human services program (such as social work, psychology, etc.) is preferred.
• Gender-Based Analysis + Certification.

Skills/Abilities:

• Strong critical thinking and risk assessment skills.
• Ability to work independently and in consultation with Contact Centre Coordinator 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 Crisis and 211 Team Lead.
• Will receive direction and instruction from Contact Centre Coordinator during shifts.

Special Working Conditions

• Part-time staff:

• • Three consecutive 8-hour overnight shifts per week is required which could include weekdays, weekends and statutory holidays as per the shift rotation.

• Relief Staff:

• • A minimum of 4 shifts per month is required, which includes monthly overnight and weekends.

• 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 Centered 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.

Benefits

• Opportunity to work for an organization that’s making a difference in our community
• A great working environment with supportive colleagues
• Competitive salary
• Benefits as per Distress Centre's Policy Manual