Crisis Line Support Worker
About The Position
Options Community Services is a non-profit organization dedicated to delivering social services across the Southern Fraser region (Surrey, Delta, White Rock and Langley) from early childhood to seniors. Our comprehensive range of programs and services relies on collaborative relationships with individuals, businesses, community groups and government bodies to create focused, effective and responsive resources for the community. Are you passionate about making a difference in your community? We are seeking a dedicated Crisis Line Support Worker to lead, support, and empower a team of volunteers in a fast-paced, impactful environment. If you possess a strong sense of empathy, excellent communication skills, and a commitment to providing critical assistance, this role is for you! Reporting to the Program Manager, the Crisis Line Support Worker will provide front-line call answering on a rotating shift schedule and support the recruitment, training, and mentoring of crisis line volunteers. They will assist with scheduling, performance monitoring, and facilitate volunteer meetings and events. In addition, the role involves maintaining the phone room, ensuring resources are up-to-date, carrying the on-call phone, and managing shift changes. The position also includes documenting calls and volunteer hours, addressing client complaints, and adhering to confidentiality and ethical guidelines.
Requirements
- Two-year diploma in social sciences or a related field, or an equivalent combination of education and experience.
- Two years of direct service experience in the human services sector.
- Crisis Line Training.
- Experience responding to crisis calls.
- Excellent communication abilities.
- Knowledge of mental health, family violence, suicide risk assessments.
- Knowledge of volunteer management.
- Familiarity with community resources.
- Ability to handle stressful situations.
- Experience working with volunteers.
- Sensitivity to diverse populations.
- Proficiency in Microsoft Office and client data tracking systems.
- Requires union membership.
- Requires the incumbent to undergo a Police Information Check (PIC) and a Vulnerable Sector Check by the Ministry of Justice.
Responsibilities
- Provide front-line call answering on a rotating shift schedule.
- Support the recruitment, training, and mentoring of crisis line volunteers.
- Assist with scheduling, performance monitoring, and facilitate volunteer meetings and events.
- Maintain the phone room, ensuring resources are up-to-date.
- Carry the on-call phone, and manage shift changes.
- Document calls and volunteer hours.
- Address client complaints.
- Adhere to confidentiality and ethical guidelines.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
