Crisis Line Worker

**_Crisis Line Worker_**

(Full-Time Position for an 8-week duration)

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.
- **Vision & Mission**

Everyone Is Heard. We provide compassionate, accessible crisis and navigation support that enhances the health, well-being, and resiliency of individuals in distress.

**Values**

**Belonging**:

- We create an environment of diversity, inclusion and equity and justice where voices are heard and individuals are supported.

**Collaboration** - We will bring people, programs and sectors together to create partnerships and collaboration with intent.

**Volunteerism** - We support volunteers by providing training, mentorship, recognition, and community.

**Integrity** - We foster an open and positive work environment with ethical and transparent decision-making.

**Innovation** - We embrace innovation by providing a safe space for trial and error and both are celebrated.

**Service to others** - We provide person centric services and process that are driven by community need.

**Excellence** - We confidently pursue the highest quality in all of our operations.

**_
What to expect in the role:_**

**Job Objective**

The Crisis Line Worker (CLW) helps provide evening and weekend support to our service users in crisis through emotional support, information and referrals. This position will be answering and documenting incoming contacts from people in distress on our lines including crisis line, and our partner lines. Support on the lines includes assessing suicide risk, exploring service users’ concerns, clarifying feelings, and helping the service user create a plan of action.

**Duties**
This is not an exhaustive list of duties, but meant to give you a sense of what you’ll be doing on a regular basis. Other related duties may be required.
- **Answering Crisis and Partner Line (60%)**
- The primary duty of this position is to answer crisis line calls, chats and text and provide support to individuals in crisis by following the Robert’s Model of Crisis Intervention.
- Complete safety plans with individuals in crisis.
- Offer safety follow-ups at the direction of the Contact Centre Coordinators (CCC).
- The Crisis Line Worker is responsible for alerting the CCCs if someone presents as high risk.
- Answering partner lines and provide support to callers. Take messages as required and document according to procedures.
- Coaching staff and volunteers, as needed.

**Administration (20%)**
- Document and record crisis contacts as per agency procedure.
- Assist with collection of statistical data by tracking and entering contact information to best serve the service users and for reporting to community and funders.

**Other (20%)**
- Meetings:

Attend staff meetings and development opportunities as required.
- General contact centre maintenance including light housekeeping such as emptying the dishwasher, vacuuming, and cleaning work stations.

**_ What you bring to the role:_**

**Qualifications/Experience**
- Completion of a high school diploma.
- Additional coursework in a post-secondary human services program (such as social work, psychology, etc.) is preferred.
- Previous crisis line experience is an asset.
- Gender-Based Analysis + will be required.
- Brain Story Certification is an asset.
- ASIST (Applied Suicide Intervention Skills Training) Certification is an asset.
- First Aid/CPR Certification is not required for this position, but it is highly recommended.

**Skills/Abilities**:
- Strong critical thinking and risk assessment skills.
- Ability to work independently but know when to consult with Contact Centre Coordinator on shift.
- Boundary setting, termination, and documentation skills.
- Strong communication skills, both written and verbal
- Strong coaching and leadership skills with the ability to provide developmental and constructive feedback.
- Basic technological skills including computer skills, ability to use multiple software’s and adjust headset audio.

**Lines of Communication/Accountability**:

- Reports to Crisis and 211 Team Lead.
- Will receive direction, instruction and feedback from Contact Centre Coordinator during shifts.

**Special Working Conditions**:

- Available to complete a minimum of 35 hours per week with shift start times between 3-10 pm, with opportunity to pick up additional hours. Shifts are 7 hours in length.
- This is a full-time position for an 8-week duration.
- On-site work is required.
- Will be required to coach onboarding staff and volunteers, as needed.
- 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