Care Manager/crisis Communication Support

**Overview / General Purpose**:
The Care Manager / Crisis and Communications Support role is instrumental in a “Mental Health Wellness Program.” The Program includes navigation to mental health services and support. There is 24/7 concierge case management, follow-up and check-in support, 24/7 access to a confidential crisis line, access to experienced mental health clinicians throughout the Province of Ontario (with access to clinicians across Canada as needed) for counselling, streamlined access to psychological assessments and psychiatric consultation services, streamlined access to residential care programs with a lifetime of aftercare supports, as well as information and resources (e.g., peer support groups, self-assessment tools, etc.).

The Care Manager is the primary point of contact, advocate, and mental health support service navigator for any member who inquiries about the services and requires support. The Care Manager is responsible for developing a positive rapport and alliance with each client on their caseload. The Care Manager is accountable for developing a coordinated plan of mental health care with their clients, connecting them to mental health support services, and monitoring their progress. The Care Manager must coordinate and manage these services in a timely manner, with a high level of accountability, and abide by the established Standard Operating Procedures of the Program. The Care Manager is responsible for all related administrative and case management duties related to each client they serve, managing a caseload, and communicating with clinical and administrative stakeholders regularly, in a professional manner.

**Primary Duties and Responsibilities**:

- With a high degree of knowledge, follow the Standard Operating Procedures for the Program;
- Provide immediate triage and warm transfer to the Crisis Line as needed (with follow-up to both client and Crisis Worker). Follow-up post-crisis with ongoing telephone support or as well as connecting with the client to ensure connection to longer-term/sustainable support services;
- Assess a client’s eligibility for the Program and services, and streamline them to alternate services should they not be eligible - with a mind that every caller requires some support;
- Assess clients’ mental health and wellness needs utilizing the triage and interviewing tools provided while remaining empathetic, supportive, and attuned to the needs of the client;
- Participate in meetings, as appropriate, with clients (e.g., discharge meetings when graduating from a residential treatment program, or feedback meeting post psychological assessment);
- Evaluate medical and mental health information provided, and determine if key elements are present;
- Seek internal guidance and support by the Team Leads and Clinical Supervisor, as required;
- Participate in team meetings, clinical debriefing meetings, etc.;
- Ensure thorough and accurate documentation is completed in a timely manner and that all care plans and reported comments are up to date;
- Continue to build knowledge on clinical case management, crisis intervention, and de-escalation, etc.;
- Demonstrate reflection and adherence to our Core Values;
- Produce or assist in producing monthly reports reflective of key performance metrics,
- Participate in company brainstorming and committees.

**Required Competencies**:

- High sense of urgency and organization / prioritization skills
- Relevant education and/or professional experience in Crisis Intervention / Social Work / Social Service Work / or Related Mental Health field;
- Applied Suicide Intervention Skills Training Course
- Crisis Intervention Training
- Compassion and understanding for people dealing with potentially life-threatening situations and the ability to assess serious concerns
- Critical Thinking Skills, analytical reasoning
- Excellent Customer Service and communication skills
- Able to work as a key member of a team, as well as independently
- Ability to work within set procedure and policy to ensure the privacy protocols and standard operating procedures are adhered to at all times
- Abide by company policies, i.e. no gossip, health, and safety, etc.

**Work Hours**:
The Program is staffed 24 hours a day, 7 days a week, 365 days a year. Employees are required to work varied shift hours, including weekends and statutory holidays, as part of the shift rotation.

Employees are required to work a configuration of the following shift schedules:

- 12-hour shifts, with staggered shift variations on a 4-week rotating cycle.
- Day shift - 7:00 am to 7:00 pm
- Night shift - 6:45 pm to 6:45 am
- Alternating days and nights of 2 or 3 days duration with 1 to 3 days off in between.

OR
- 8 Hour modified shifts (8.75 & 8.5), with staggered shift variations on a 5-week rotating cycle.
- Day shift - 6:30 am to 3:00 pm, 7 consecutive
- Afternoon shift - 2:15 pm to 11:00 pm, 8 consecutive
- Midnight shift - 10:45 pm to 7:15 am, 7 consecutiv