CMHA Kelowna is proud to introduce the first of 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 a CRCL Manager to lead this transformative initiative in Kelowna as part of a broader provincial movement to reimagine crisis care. This is a rare opportunity for a passionate, values-driven leader with extensive experience in crisis response, team management and dynamic community development to bring this vision to life. Learn more about the provincial CRCL initiative at https://www.crisiscentre.bc.ca/crcl.

CMHA Kelowna is hiring a full-time CRCL Manager to lead the Crisis Response, Community-Led (CRCL) program. This position is 37.5 hours a week with a typical work week of Monday – Friday 9:00am – 5:00pm with on call support and flexibility to attend community meetings as needed.

WHO IS A CRCL MANAGER?

The CRCL Manager leads the operational and strategic delivery of the Crisis Response, Community-Led (CRCL) program. This program provides mobile, non-judgmental, harm reduction-based crisis intervention for individuals aged 13+ experiencing mental health and/or substance use crises. The CRCL Manager oversees a multidisciplinary team that responds to community needs with consent-based, trauma-informed care, meeting individuals where they are at and reducing the impact on emergency services. The CRCL Manager also plays a central role in cross-sector collaboration, provincial coordination, and alignment with other local-based services, in ensuring the team’s practices reflect cultural safety, equity, and dignity.

WHAT DOES A CRCL MANAGER DO?

• Direct day-to-day operations of the CRCL program, ensuring timely dispatch, service coverage, and adherence to organizational protocols
• Oversee all aspects of mobile crisis response across various community settings (e.g., encampments, parks, homes, shelters)
• Establish and maintain systems for tracking performance metrics, dispatch response times, client outcomes, and documentation
• Oversee and contribute to the development and implementation of program policies, standard operating procedures, and risk mitigation strategies
• Manage and monitor operational budgets and make informed recommendations to their supervisor
• Lead recruitment, training, and supervision of staff
• Promote staff wellness through structured supervision, daily debriefings, check-ins, and fostering a healthy, inclusive workplace culture
• Ensure all staff complete and maintain required certifications and training, including cultural safety, de-escalation, harm reduction, and crisis response
• Provide support and guidance to staff navigating complex client interactions or workplace challenges, modeling strong professional boundaries
• Support the delivery of trauma-informed, community-based crisis services grounded in harm reduction, cultural humility, and anti-oppressive practice
• Actively collaborate with provincial CRCL programs, CMHA BC Division, and local organizations through working groups, shared evaluations, and meetings
• Maintain strong relationships with local community partners, Indigenous communities, and emergency service personnel
• Promote integration and collaboration with other CMHA Kelowna programs such as outreach, counselling, and wellness support services
• Ensure accurate documentation of client interactions, safety plans, and service outcomes in compliance with privacy legislation and CMHA Kelowna standards
• Monitor and report on progress toward program targets and service delivery benchmarks
• Contribute to evaluation and reporting activities required by funders and governing bodies Performs other related duties as assigned

QUALIFICATIONS & EXPERIENCE:

• Degree in Social Work, Psychology, Public Health, or related field (Master’s preferred)
• Minimum 5 years’ experience in leadership or management within the mental health, substance use, or social services sectors and
• Experience supporting individuals with intersecting systemic barriers such as poverty, trauma, racism, substance use, and mental health challenges or a combination of the above
• Reliable vehicle and ability to travel between facilities and other locations on a frequent basis
• Valid Class 5 driver’s license with a clean 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
• De-escalation and trauma-informed care training considered an asset
• Indigenous cultural competency training considered an asset
• Experience working in the non-profit sector considered an asset
• Strong verbal and written communication skills
• Cultural humility with the ability to build trust with vulnerable populations
• Ability to navigate emotionally charged and high-risk scenarios with empathy and professionalism
• Skilled in cultivating respectful, collaborative relationships with staff, peers, community partners, Indigenous communities, and law enforcement (e.g., RCMP, bylaw, etc.)
• Leadership experience in supervising and supporting a diverse, trauma-exposed team
• Ability to maintain confidentiality, clinical standards, ethical practice, ethics of crisis care, and appropriate documentation
• Ability to maintain consistent professional boundaries
• Proficient in Microsoft Outlook, Word and Excel
• Proficient in scheduling tools, case management systems, supply management systems, and reporting protocols
• Familiarity with dispatch tracking software and client case management platforms
• Strong knowledge of crisis intervention, suicide prevention, mental health assessments, and case management practices
• Proficiency with trauma-informed, harm reduction-based, and peer-informed approaches
• Deep understanding of the social determinants of health, particularly for people who use substances, LGBTQ2S+ individuals, people with lived experience, and people living outdoors or unhoused
• Strong assessment, triage, and risk management skills
• Familiarity with BC Mental Health Act, Child, Family and Community Services Act, and related legislation
• Strong understanding of compliance with health privacy legislation and data protection standards
• 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 remain calm, emotionally regulated, and task-focused under pressure
• Ability to manage multiple simultaneous tasks, priorities, and projects with efficiency
• 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 illness

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 salary wage of $79,799.97 – 103,739.95
• Dental, Health & EAP Benefits
• Wellness Spending Account
• RRSP matching program
• Vacation & 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.