Shift Lead Crisis Services

4 months ago

Edmonton, Canada Canadian Mental Health Association Edmonton Region Full time

**Identifying** Information**

**Job Title**: Shift Lead, Crisis Services

**Program Area**: Crisis Services

**Reports to**: Team Lead

**Vacancies**: 9**

**Organization Summary**

CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increased awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness.

**Job Summary**

Reporting to the Team Lead, the Crisis Shift Lead is responsible for coordinating and assisting with the activities necessary for effective Crisis Services program delivery. The Crisis Services program provides 24-hour crisis lines, including the Distress Line, Rural Distress Line, Senior Abuse Helpline and Brite Line, that provide emotional, support crisis intervention and connection to resources to people in crisis who may be feeling overwhelmed, experiencing abuse or contemplating suicide. In addition, the position will support partnership with the national suicide support service, 988. The position duties include supervising/overseeing the performance of volunteers and staff who respond to crisis interactions and arranging for emotional and practical support for the volunteers and staff as may be required. The Crisis Shift Lead will also undertake activities related to orientation, retention, and recognition for Crisis Service program volunteers.

**Job **Duties and Responsibilities**

**Program **Operation**
- Collaborates with colleagues to schedule volunteers for various roles in the contact centre, including for voice interactions, Telephone Follow Up calls, Online Crisis Chat or voice and text interactions taken through partnership with the national suicide support line, 988
- Provides guidance and direction to volunteers and staff around how to most appropriately handle interactions and the corresponding responses provided
- Provides direction to volunteers and staff on whether or not to initiate the Rescue Protocol when a caller or child is at imminent risk, and then supports intervention to police services, RCMP, Emergency Medical Services, etc.
- Collaborates with the Team Lead to coordinate staff coverage for contact centre operations as required
- Regularly provides line coverage to any of the crisis lines to supplement coverage and respond to more challenging interactions.
- Participates in making Telephone Follow-Up calls to see how Crisis Service clients are doing post-crisis
- Supports the skill development and maintenance of Crisis Service volunteers by offering feedback and tracking performance notes
- Performs a variety of activities related to orientation, retention and recognition for Crisis Services program volunteers

**Program Administration and Support**
- Provides volunteers and staff with emotional and practical support as a result of dealing with situations encountered while responding to crisis interactions.
- Liaise with colleagues to collaborate on various projects and/or CMHA-Edmonton activities.
- Maintains volunteer records such as tracking interactions with callers and other related statistics.
- Documents and updates related Crisis Service procedures independently (as coordinators of individual programs) or in conjunction with the Team Lead and with input from team discussions.
- Participates in professional development activities in order to maintain required accreditation standards.
- Participates in maintaining the contact center, including upkeep of the office, furniture and volunteer supplies.
- Participates in Crisis Service team meetings and other meetings as

**Qualifications**/Experience**
- Related post-secondary Diploma or relevant course work (in a Social Science preferred)
- Frontline experience with CMHA-ER's crisis lines or a similar crisis support role
- Successful attainment and maintenance of:

- Information and Referral Specialist Certificate
- Crisis Worker Certificate
- Successful attainment of Brain Story Certification
- Successful completion of Gender Based Analysis Plus Training
- Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check
- Proficient in computer skills (Microsoft Office and other program software g. Better Impact, iCarol)

**Working hours and available shifts**

Will be filling 9 roles in total:

- 8:00 am - 4:00 pm

1 x 24 hr/week (Fri-Sun work week)
- 11:30 am - 7:30 pm

1 x 32 hr/week *

1 x 24 hr/week *
- 3:00 pm - 11:00 pm

2 x 32 hr/week *

2 x 24 hr/week *
- 4:00 pm - 12:00 am

1 x 16 hr/week (Sun-Mon work week)
- 8:00 pm - 4:00 am

1 x 32 hr/week (Mon-Thurs work week)

**Skills/

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