988 National Crisis Line Worker

**988 National Crisis Line Worker**

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Open Positions**:

- **Part Time Tuesday-Thursday Days**

- **Relief Positions**

For over 50 years Distress Centre has served Calgary and Southern Alberta, providing 24-hour crisis support, information and resources at no cost.

- Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

Job Objective
- The Crisis Line Worker provides support, information, and referrals for people in crisis through the phone and text. This includes assessing suicide risk, creating safety plans, de-escalating calls, and helping callers explore resources they can access for support.
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Key Outcomes**:

Calls are answered in a timely, professional manner.
- Community safety is increased because callers have access to supportive, staff trained in crisis intervention and suicide prevention.
** Duties**:

- **Answer National Crisis Line**:

Work with callers to assess risk, create safety plans, and provide empathy and support.
- Provide compassionate, empathetic, and non-judgmental crisis support to those in need.
- As needed, provide information on and connection to community resources.
- Assess suicidal risk and other relevant risks according to 988 and Distress Centre procedures.
- Make follow-up calls to check in on the safety of service users as needed.
- Alert Contact Centre Coordinators (CCC) of any high-risk calls and follow instructions as directed.
- Maintain accurate and timely records of all interactions according to 988 and Distress Centre procedures.

- **Other**:

General Contact Centre maintenance including light housekeeping such as emptying the dishwasher, vacuuming, and cleaning workstations.
- Attend regularly scheduled training sessions, meetings and workshops to stay updated on best practices in crisis intervention and related areas.

- **_
The duties and responsibilities outlined above are representative but not all inclusive. Other related duties as required._**_ _
- **Qualifications and Requirements**:

High School Diploma is required.
- Experience volunteering with Distress Centre or another crisis service is an asset.
- Gender-Based Analysis+ Certification.
** Skills/Abilities**:

Strong critical thinking and assessment skills.
- Ability to work independently and in consultation with Contact Centre Coordinators when required.
- Boundary-setting and assertive skills with service users.
- Strong communication skills, both written and verbal.
- Basic technological skills including computer skills, and ability to use multiple softwares.
** Lines of Communication/Accountability**:

Reports to the Crisis and 211 Team Lead.
- Will receive direction and instruction from Contact Centre Coordinators during shift.
** Special Working Conditions**:

Part-time staff:

-- Three consecutive 8-hour shifts per week is required which could include statutory holidays as per their shift rotation.
This is a predominantly onsite position with some opportunities for remote work.
- Long periods of sitting at a desk. Predominantly computer work including typing and reading on a screen.
- Comfortable working with and ability to maintain composure in stressful situations.
** Core Competencies**:

Client/Service Centred Work: you make clients the ultimate focus of our agency, team, and individual choices and actions.

- Partnerships, Relationships, & Teamwork: you build and maintain productive, collaborative working relationships within and across groups, both internally and externally, to accomplish our common goals.
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- Communication: you clearly convey information and ideas through a variety of media in a way that engages the audience and helps them to understand and inviting dialogue and inciting action where appropriate.

- Diversity, Equity & Inclusion: we build and sustain an inclusive work environment where all individuals are welcomed, supported, respected, and valued for their unique experiences, perspectives, talents, and contributions.

- Change Management: you maintain your team and personal effectiveness when being impacted by changes within the organization.

- Self-Management: you take responsibility for yourself and your actions.
- **What Distress Centre Has to Offer**:

Opportunity to work for an organization that’s making a difference in our community
- A great working environment with supportive colleagues
- Opportunities for learning and mentorship including paid development days and a staff development fund
- Competitive salary
- Great benefits package starting immediately
- Vacation time starting at 3 weeks