Crisis Responder

CMHA Edmonton • Edmonton, AB

4d • CA$24 - CA$38 • Onsite

About The Position

Reporting to the Team Lead, Contact Centre Operations, the Crisis Responder is responsible for taking crisis interactions and providing confidential, nonjudgmental supportive listening for help seekers. The Crisis Services program provides 24-hour crisis lines, including the Distress Line, Rural Distress Line, Senior Abuse Helpline and Brite Line. In addition, this role will respond to text and phone-based interactions to support partnership with 988, a national suicide specific crisis line which provides emotional support, connection to resources and intervention for people in crisis who are experiencing thoughts of suicide.

Requirements

• Minimum 1-2 years of work experience in a contact centre or client focused role
• Related post-secondary Diploma or relevant course work in a Social Science, or an equivalency of work experience in a social service provision role
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check
• Strong interpersonal, verbal, and written communication skills
• Excellent telephone skills, including questioning, probing and/or interviewing abilities, to ensure individuals’ needs are being determined and appropriately met
• Ability to work effectively in a challenging environment, deal with difficult situations and respond in a composed manner
• Positive, helpful attitude towards assisting clients
• Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention
• Ability to work independently and in a team environment
• Strong organizational skills, time management and problem-solving skills
• Ability to receive constructive and positive feedback
• Must be empathetic, genuine, assertive, and non-judgmental when assisting clients

Nice To Haves

• Experience volunteering or working with a crisis line
• Successful attainment of Brain Story Certification and/or completion of GBA+ training
• Experience with Gensys call management software

Responsibilities

• Responds to voice and text interactions for CMHA’s partnership with 988
• Responds to interactions from help seekers via CMHA-Edmonton Crisis Services
• Provide emotional support and active listening for clients experiencing a myriad of crises related to suicide and mental health.
• Effectively and factually documents key details and statistical information from interactions.
• Schedules and carry out telephone follow up and outreach calls for client’s experiencing risk to their current safety.
• Liaise with emergency services to coordinate active rescue when necessary or supports mandatory reporting related to child at risk and/or duty to warn.
• Assists peers through consultation, debriefing and intervention.
• Participates in both program specific and agency meetings as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree