Mental Health Crisis Dispatcher (Night Shift)

Highbridge Human Capital•Kamloops, BC

4d•Hybrid

About The Position

The Kamloops Aboriginal Friendship Society (KAFS) Crisis Response, Community Led (CRCL) is a newly launched program that provides an alternative to police presence at mental health crisis calls in Kamloops. The team offers crisis support services integrating cultural safety protocols and holistic care. This program aims to reduce harms experienced by individuals with mental health and addictions challenges, as well as Black, Indigenous, racialized, LGBTQ2+ and other marginalized individuals. The Mental Health Crisis Dispatcher is the first point of contact for all incoming calls to the CRCL Team. This role involves recording key information, assessing the need for in-person response, and providing direct crisis and de-escalation support, including first aid and overdose response when required. Responsibilities include managing the central call line, assessing and triaging calls and text messages, initiating Community Care Plans, and connecting callers to appropriate community supports.

Requirements

Direct dispatching experience is required, ideally within a crisis response, mental health, health care, emergency services, or community-based setting.
Minimum 3 years of relevant experience, with preference for experience in crisis de-escalation, case management, and harm reduction.
Certificate in Mental Health, Counselling, or Social Work, along with training in crisis intervention, risk assessment, and Applied Suicide Intervention Skills (ASIST) or Mental Health First Aid.
Proficiency in situational and mental health assessment, including safety and wellness evaluations, de-escalation, and crisis intervention skills.
Strong critical thinking, stress tolerance, and decision-making skills, with the ability to remain calm, emotionally regulated, and effective in crisis situations.
Knowledge of applicable legislation (e.g., Mental Health Act; Child, Family & Community Services Act), community programs and services, and local geography in Kamloops.
Demonstrated ability to establish respectful rapport, provide support, and advocate for diverse individuals facing substance use, mental health challenges, trauma, and systemic barriers.
Experience and knowledge in harm reduction, health promotion, safer sex and drug use practices, sex work, addictions, HIV/AIDS, Hepatitis C, poverty, and public health models of care.
Ability to manage hostile interactions and use non-violent communication and de-escalation techniques.
Skilled in working collaboratively with internal and external contacts, including community partners, emergency services, and healthcare professionals.
Excellent English language skills (written and verbal); additional languages are an asset.
Strong computer literacy, including proficiency in data entry, social media, tracking, and mapping applications.
Certification in First Aid and CPR Level C.
Valid Class 5 Driver’s License and access to a reliable vehicle
Vulnerable Sector Criminal Record Check

Nice To Haves

Preference will be given to applicants of Aboriginal ancestry as per section 41 of the BC Human Rights Code (please self-identity in your cover letter).

Responsibilities

Answer all incoming calls on the crisis line and gather relevant information to liaise between the caller and the CRCL Team, providing real-time updates on the status of the person in crisis.
Provide non-judgmental emotional support, crisis intervention, and problem-solving via telephone and text, including community resourcing and thorough assessments of suicidal or homicidal ideation, plans, or attempts in progress.
Use screening tools to determine urgency and involve the CRCL Team or emergency services as needed, including implementing active rescue measures (e.g., calling 911, administering lifesaving first aid).
Support the CRCL Team in delivering direct crisis and de-escalation services for individuals 13 years and older experiencing mental health or substance use crises, including providing first aid, overdose response, rescue breathing, oxygen, and naloxone administration when required.
Maintain confidential client case files, including Community Care Plans and safety and wellness assessments.
Remain familiar with available community resources, particularly mental health and substance use services, and their role in providing care within the region.
Employ trauma-informed support skills to stay calm and adaptive in high-pressure, dynamic situations while adhering to the scope of the CRCL Team.
Use empathetic communication to listen actively, including identifying unspoken concerns, and respond clearly and effectively.
Participate as part of an interdisciplinary team in both formal and informal client case management.
Experience with incident debriefing for service users and teammates.