Crisis Response Worker (CRW)– ANCHOR

Somerset West Community Health Centre•Ottawa, ON

11d•CA$33 - CA$40•Hybrid

About The Position

The ANCHOR Program is an innovative pilot project that will provide a community-based, non-police response and follow-up for individuals experiencing crises in the Centretown and Somerset West catchment areas. The project is a collaborative initiative. Partners include Centretown and Somerset West Community Health Centre, the City of Ottawa, the Ottawa Guiding Council on Mental Health and Addictions, Community Navigation of Eastern Ontario (CNEO) and other community interest holders. Reporting to the Manager, ANCHOR Team, and under the supervision of Team Leads, the Crisis Response Workers are responsible for direct response to calls for service as assessed and triaged by operators at 911 and 211. The ANCHOR pilot will bring staff from two community health centres together as one team. Staff will have one CHC as their primary employer but will work rotations in both catchment areas. Both CHCs are committed to working together in an integrated fashion to ensure seamless coordinated supervision of and support to staff, and care to clients. This position will require evening, overnight and weekend shifts on a rotational basis.

Requirements

Post-secondary degree in health care, social sciences or a related field, or equivalent combination of training, lived and professional experience.
3-5 years relevant experience in assertive engagement, crisis intervention, working with people who are living with mental health and substance use concerns.
Additional training in areas relevant to the position, including: trauma-informed care, best practices related to concurrent disorders o harm reduction principles, recovery principles within mental health, GBT2SQ+ issues / Trans Health services, refugee and immigration issues, settlement services, issues relating to gender-based and intimate partner violence; safety planning
Demonstrated understanding of and experience with de-escalation and Motivational Interviewing
Extensive experience, skills and knowledge in working with individuals living with complex mental health, substance use health and chronic health issues.
High level of knowledge related to trauma, mental health and substance use health disorders
Experience in providing outreach and crisis response services within a substance use health framework
Thorough knowledge of social and health service resources within Ottawa
Thorough knowledge of rapid access to community resources related to mental health, substance use health and basic needs, including opioid management programs; harm reduction services; Consumption and Treatment Sites; counselling services; drop ins and food banks; shelters and housing resources; domestic violence resources; newcomer and cultural services.
Demonstrated ability to provide crisis intervention and support
Experience working with equity deserving populations including: youth, LGBT2SQ+ individuals, newcomers, individuals who are unhoused or precariously housed, individuals with concurrent disorders.
Demonstrated ability to work collaboratively across multidisciplinary teams
Demonstrated ability to work with marginalized populations within a trauma-informed, anti-racist and anti-oppressive lens
Excellent verbal and written communication skills
Flexibility, clinical judgement, initiative and ability to work in a fast-paced environment
Demonstrated effective relational skills, including the use of de-escalation, motivational interviewing, cognitive behaviour therapy and other communication and relational tools to engage with clients and determine goals of care.
Knowledge of required provincial, federal and municipal programs relevant to populations served, e.g. housing, ID, immigration status, social assistance, etc.
Ability to work well independently and as part of multidisciplinary team
Demonstrated flexibility and effectiveness within a rapidly changing environment, short deadlines and multiple priorities
Exceptional attention to detail
Knowledge of acute symptoms related to serious mental illness and/or substance use; and residual effects of major mental illness
Demonstrated ability to deal effectively with challenging situations, maintain healthy boundaries and exhibit sound judgement for personal, team and client safety
Ability to work evenings, overnights and weekends on a rotational basis
Proficient with Windows-based computer systems including email and database programs
Driver’s License (G class) required to operate motor vehicle
English and French: Spoken & Written

Nice To Haves

Other languages are an asset
Lived experience related to mental health, substance use and / or homelessness (please clearly self identify)
Identifies as member of Indigenous, Black and/or racialized communities (please clearly self-identify)
The ability to communicate in any other language (e.g., Arabic, Mandarin, Somali, Spanish, Anishinaabemowin, Algonquin, Cree, Inuktitut, Ojibwe).

Responsibilities

Provides timely support to individuals who are assessed by 211 and 911 operators to be experiencing a crisis related to substance use and/ or mental health, and do not require emergency police or paramedic intervention.
Developing and maintaining therapeutic rapport with clients experiencing mental health and/ or substance use crises, who may not have initiated the call for service themselves, while simultaneously establishing and maintaining healthy boundaries with clients.
Making a range of referrals for clients depending on their individual and culturally specific needs, to stabilize the crisis and bridge clients to ongoing care, as appropriate.
Attending various locations to respond to crises as designated by 211 and 911 operators, which may include outdoor and indoor public spaces, businesses and private residences.
Providing emotional and psychosocial support to clients in crisis situations such as de-escalation; suicide prevention / intervention; interpersonal and family violence; performing risk assessments and safety planning/contracts as appropriate; overdose prevention and overdose response.
Responding to the unique needs of cultural groups and priority populations, including Indigenous, Black and racialized individuals, newcomers, people who use drugs and unhoused individuals, using an anti-racist/anti-oppressive lens.
Responding to situational demands and crises and calling on emergency services as required.
Acts as an immediate referral point for individuals in crisis, presenting with varying degrees of complexities, needs, while operating within the context of a fast-paced environment.
Supporting and/or connecting clients/ community members to the appropriate resources and services, internally and/or externally.
Triaging and assessing client needs and priorities and ensuring clients are told about and linked to the appropriate services within CCHC, SWCHC and/or the broader community, including the ANCHOR post-crisis follow up worker.
Providing harm reduction education, supplies, information, and referrals related to safer drug use.
Assessing high-risk clients/ clients presenting with signs/symptoms of overdose, monitoring and responding accordingly, consistent with relevant policy and procedures.
De-escalating high-risk situations when clients present with dysregulated, aggressive and threatening behaviours, ensuring staff and client safety and working collaboratively with Team Leads, other staff members and emergency services as appropriate and consistent with CCHC and SWCHC’s protocols.
Collects client information, which may include sensitive and health care information, and ensures accurate documentation of client interventions in client records database.
Works in collaboration with SWCHC and CCHC management to ensure quality care and implement quality improvement initiatives
Coordinates access to immediate care including but not limited to Access to shelter and transportation, connections to medical and other resources (at CCHC, SWCHC and in community), interpretation, etc
Advocates, communicates and collaborates with external agencies and institutions regarding immediate care for clients
Serves as an advocate for clients/community members internally and externally to facilitate effective and efficient service delivery, including services related social determinants of health
Collaborates with other SWCHC and CCHC staff regarding shared care for clients with complex needs.
Supervises students and/or volunteers, when applicable.
Tracks and orders supplies for day-to-day functioning of programs, eg. shower supplies, point of care, donations.
Participates and actively engages in team meetings, centre wide meetings and ongoing training related to best practices in mental health and substance use.
Collaborates with relevant SWCHC and CCHC staff and community partners on relevant issues and programs
Develops and maintains partner relationships, including liaising with other community groups and resources to facilitate cross-referral of clients and to generally better meet the needs of clients
Researches new resources, creates / updates resources and communications tools regarding internal /external services and resources for client use as well as for internal teams
Brings forward to team and management ideas for programming and service delivery efficiencies and innovations as well as requests from community agencies and partners to develop programming related to increasing service capacity in the sector
As needed and on case by case basis, may be asked to speak on behalf of the Centres on major issues affecting our priority populations
Works in accordance with the provisions of applicable health and safety legislation and all CCHC/SWCHC’s policies and procedures related to occupational health and safety