Community-led Crisis Response

4 weeks ago

Victoria, Canada AVI Health & Community Services Society Full time

**AVI HEALTH & COMMUNITY SERVICES (AVI)** is a multi-disciplinary community-based organisation providing HIV, hepatitis C and harm reduction services out of 5 locations across Vancouver Island. AVI provides services to people living with HIV and hepatitis C and harm reduction clients. We take evidence-based action to prevent infection, provide support, and reduce stigma. We work within a social justice and health promotion framework to ensure equity and access to services for all.

**THE AVI COMMUNITY-LED CRISIS RESPONSE (CLCR) TEAM** will provide immediate low-barrier, harm reduction, trauma
- informed support services to community members experiencing mental health, substance use and related crises.

Our CLCR team provides services on the territories of the Ləkʷəŋən peoples (Esquimalt and Songhees nations).

**JOB SUMMARY**

The CLCR Systems, Screening and Dispatch Navigator is the first point of contact for calls directed to the Victoria Community-Led Crisis Response (CLCR) Team and will provide support, consultation, and assessment via telephone (and text) for crisis situations. The Systems, Screening and Dispatch Navigator will be responsible for managing the central call line for the CLCR team, assessing and triaging calls and text messages from community. The Systems, Screening and Dispatch Navigator will assess, screen and triage incoming calls and text messages from persons in crisis, while initiating Community Care Plans and resourcing community supports. The Systems, Screening and Dispatch Navigator will also participate in follow-up care, for persons accessing services. To support the CLCR team in the development of support and safety plans for persons in crisis, the Systems, Screening and Dispatch Navigator will consult with community resources, family members and peers, as directed by and appropriate to the caller's needs, as well as participating in trainings, case management, daily debriefing, and staff check‐ins. Where appropriate the Systems, Screening and Dispatch Navigator will redirect callers to access pertinent resources, including 911 and/or the crisis line.

The Systems, Screening and Dispatch Navigator will provide support to the CLCR Coordinator overseeing operations, including schedules, payroll, leave management, etc., and will oversee these tasks in the absence of the team Coordinator. In addition, the Systems, Screening and Dispatch Navigator will be able to attend Crisis events in community alongside and as a member of the CLCR Team. As a member of the CLCR team, the Systems, Screening and Dispatch Navigator will provide direct crisis and de-escalation support for persons 13 years of age and older experiencing mental health and/or substance use crises, including First aid and overdose response when necessary.

**DUTIES**:

- Receives requests over the phone or through text for crisis assistance and contacts CLCR team to respond as appropriate
- Quickly and accurately engages in assessments and obtains all information needed to assist CLCR team in responding to crisis calls
- Gather and share vital and relevant information, liaising between caller and CLCR team, updating CLCR Team of status/status change of person in crisis
- Provides non-judgmental emotional telephone and text support and crisis intervention, including assessment, problem solving and community resourcing
- Completes a thorough assessment of suicidal ideation, including planning or attempt in progress
- Uses assessment and screening tools to determine urgency and involves CLCR Team or other emergency services, depending on severity and needs of individual and care provider(s) onsite
- Assess needs and risk of callers, referring to appropriate services and providing short term follow-up during wait times, and until CLCR support can be arranged
- Supports behind the scenes systems, including communication with internal AVI programs, staff scheduling, payroll and leave management.
- Consults with community members and resources, as appropriate to client care
- Quickly prioritizes multiple competing tasks using a methodological approach to problem solve, make decisions, and communicate clearly
- Assess, identify, plan, intervene and evaluate bio-psycho/social/spiritual care needs in accordance with best practices and documents
- Monitor team workload and location and input/evaluate and triage according to capacity
- Implement active ‘rescue’ when an intervention is required (I.e. call 911, advise use of life-saving First-Aid, etc.)
- Maintain familiarity with Victoria resources, their interrelationships, and their function in delivering care in the community i.e., Mental health & substance use responsive services
- Use exceptional trauma informed support skills while remaining calm and focused in high pressure situations, adapting quickly to dynamic environments and developing situations while keeping in mind the scope and practice of the CLCR team.
- Listen for what is ‘not being said,’ provide cle

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