988 National Crisis Line Worker

Distress Centre Calgary•Calgary, AB

11d•Onsite

About The Position

This 988 National Crisis Line Worker reports to the Crisis and 211 Team Lead and will receive direction from Contact Centre Coordinators during shift. This role is responsible for answering incoming calls and texts on the 988 National crisis line and providing crisis de-escalation in accordance with Distress Centre Calgary's crisis intervention model. For over 50 years, Distress Centre has served Calgary and Southern Alberta by 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. We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective. We provide clear expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work.

Requirements

High School Diploma is required
Gender-Based Analysis+ Certification or willingness to obtain prior to start date
Ability to manage change, unexpected issues, or shifting priorities with appropriate support
Clear and respectful verbal and written communication skills
Ability to tailor communication based on the audience or context
Experience using Microsoft Office and other relevant software

Nice To Haves

Experience volunteering with Distress Centre or another crisis service is an asset

Responsibilities

Assess risk, create safety plans, and provide empathy and support to individuals calling 988
Provide compassionate, empathetic, and non-judgmental crisis support
As needed, provide information on and connection to community resources
Assess suicide 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 their direction as needed
Maintain accurate and timely records of all interactions according to 988 and Distress Centre procedures
Provide coaching for new national crisis line responders as part of their training
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