Crisis Line Manager

Position Summary:

Do you have a passion for supporting mental health and building compassionate, connected communities?

KCR Community Resources is seeking a Crisis Line Manager to lead our 24-hour Crisis Line Services, providing vital support to individuals across the Central Okanagan and beyond. This role oversees all aspects of the program's operation within KCR's mission and values, including leadership of volunteer and paid team members, program development, quality assurance, and community collaboration as part of national, provincial, and regional crisis line networks.

Reporting Structure:

Reports to Community Services Manager

Prime Functions:

Leadership and Strategic Planning:

• Oversee the recruitment, training, supervision, and retention of volunteers and paid staff to ensure optimal program functioning
• Provide supervision, guidance, and support to Crisis Line staff, fostering a positive and collaborative work environment
• Provide coaching to Crisis Line staff and assist them in order to maintain healthy boundaries and good self-care practices
• Conduct performance evaluations, identify training needs, and facilitate professional development opportunities for staff members; With Crisis Line team input, plan and implement regular in-service meetings and ongoing training for staff and volunteers
• Foster a culture of continuous learning, growth, and innovation within the Crisis Line team
• Together with the Crisis Line team, develop strategic goals and objectives for the Crisis Line programs in alignment with the organization's mission and vision
• Collaborate with senior management to integrate Crisis Line services with broader organizational goals and initiatives
• Assist in the completion of proposals including conducting research, designing services, writing and budgeting; participate in funder discussions including negotiations and contract renewals

Quality Assurance and Program Management:

• Monitor program quality and effectiveness through regular evaluation and feedback mechanisms
• Assess program needs and enhance service delivery through ongoing improvement initiatives
• Provide direction and guidance to the Crisis Line team to ensure program effectiveness and efficiency
• Oversee scheduling to ensure all shifts are covered
• Develop and implement policies, procedures, and protocols to guide programs and services
• Ensure compliance with all relevant standards, regulations, and best practices in crisis intervention and mental health support
• Manage program resources, including budget oversight, expenditure monitoring, and resource allocation
• Prepare and submit reports on program activities, outcomes, and impact to senior management and stakeholders

Community Engagement and Collaboration:

• Promote the Crisis Line program to gain community support and awareness
• Oversee all program marketing initiatives
• Develop and implement effective strategies to engage with community stakeholders and partners
• Represent the organization in community-based committees, meetings, and events related to crisis support services

Qualifications:

• Post-secondary education in a relevant field with preference given to a degree
• Minimum of 5 years of experience in management including supervision, program development, project management and financial monitoring
• Experience in Crisis Line programming or working with highly vulnerable populations is an asset
• Crisis Intervention training / Suicide Training would be also be an asset
• Advanced communication (written and oral), HR and team building skills
• Ability to be flexible and adaptable
• Ability to organize, prioritize, critically think, make decisions, and problem solve
• Able to maintain professional boundaries and support team members to do the same
• Must be computer literate

Benefits:

• 3 weeks vacation
• Paid sick leave
• Group benefits include extended health, dental, and paramedical
• Health spending account
• Pension contribution

Application Process:

KCR Community Resources has a strong commitment to diversity and inclusion and encourages candidates from all backgrounds to apply.

We will strive to provide reasonable accommodations, accessible formats, and communication support upon request to all candidates in all aspects of the recruitment and selection process.

If you require accommodation as part of the application process, please contact the People and Culture at our main office at

About KCR Community Resources:

KCR is a not-for-profit agency fostering diversity, collaboration, and resourcefulness by tailoring services to meet the community, family, and individual needs. We believe in a community where individuals and families are supported in leading healthy, productive, and fulfilling lives.

We value inclusion and relationships built on mutual trust, recognizing each other's contributions, expertise, and opinions.

We strive to create a safe and welcoming work environment where collaboration and valuing people's strengths are at the core of our day-to-day interactions.