Call Centre Agent for a Mental Health and Addictions Services Information Centre

ConnexOntario provides free and confidential health services information for people experiencing alcohol, drugs, mental illness or gambling problems. We are here to support Ontarians via phone, web chat, SMS and email 24/7 by connecting them with suitable services in their area. Our knowledgeable and experienced staff offer supportive listening to help people discover the resources they need from our comprehensive database. Whether they are searching for themselves or a loved one, ConnexOntario is here to provide them with the right information at the right time.

To join our winning team, we are looking for a:

Call Centre Agent

For a Mental Health and Addictions Services Information Centre

(Relief/casual position)

We are recruiting to fill an existing vacancy

Essential duties & responsibilities:

Reporting to the Manager of System Navigation and Information Services, the successful candidate will be responsible for:

• Providing information and referral, supportive listening and brief crisis intervention for those individuals contacting Connex
• Provide prompt, accurate, empathetic verbal, email, SMS and web-chat responses to requests for information about the availability of services from individuals experiencing problems related to substance use, problem gambling and mental health, their family members and friends, as well as health and social service professionals.
• Providing brief supportive listening, crisis de-escalation and crisis responses as needed.

Requirements and specifications:

• Must be able to work varied hours, including holidays, weekends and overnight shifts.
• Availability for weekday training is an asset.
• University Degree or College Diploma in the health and/or social sciences field.
• Experience in mental health and/or addiction systems is preferred.
• Proficient in verbal and written communication.
• Ability to communicate effectively with dignity and respect.
• Experience in telephone risk management, lethality assessment and crisis intervention would be an asset.

• Experience or training in the following would be an asset:

• Motivational Interviewing

• ASIST Training
• Brief Focused Counselling
• Trauma Informed Care

• Diversity

• Call Centre experience is an asset

• Bilingual in English and French or any other language would be an asset.

We also offer the opportunity to become part of a team whose vision is to have a province where all people in Ontario are connected to mental health and addictions support, where, when and how they need it. We genuinely believe that we have the opportunity to make a positive impact on our contacts' lives.

ConnexOntario Health Services Information is an employment equity employer that embraces diversity and is committed to creating an inclusive workplace. Our goal is to attract, develop and retain talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act (AODA) and our organization's policy, accommodations will be provided at any point throughout the hiring process. If you require accommodation during the application or selection process, please advise in your cover letter.

We leverage AI in our recruitment process to streamline tasks like scheduling interviews and organizing applications. We ensure all tools comply with human rights and privacy legislation. While AI supports our efficiency, every final hiring decision is made by our people.

We thank you for your interest; however, only selected candidates will be contacted for an interview.

A satisfactory Police Criminal Records Check/Vulnerable Sector Check will be required before hiring.

Job Type: Casual

Pay: $28.00 per hour

Benefits:

• Company events
• Company pension
• On-site parking
• Wellness program

Work Location: In person