Responder - 9-8-8: Suicide Crisis Helpline

Through its core values of Courage, Respect and Excellence, CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change. CAMH is more than a hospital, it is a cause. CAMH is on a mission to change the way society thinks about and responds to mental illness. They aim to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health is Health.

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In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada, that launched on November 30, is Canada's official three-digit national helpline for suicide prevention and emotional distress. This ground-breaking new service is available 24/7/365 and accessible to everyone from coast to coast to coast.

The 9-8-8 National Hub plays a pivotal role in providing front-line service for the 9-8-8 Suicide Crisis Helpline. The 9-8-8 National Hub provides 24/7 service via phone and text modalities.

The 9-8-8 Suicide Crisis Helpline is currently seeking thirty (30) part-time, permanent Responders. The Responder role supports the National Hub within 9-8-8: Suicide Crisis Helpline and provides crisis intervention support to individuals reaching out.  Responders use an intervention model with core components that include actively engaging with callers and texters, listening to understand their experience, conducting suicide risk and strengths assessments, instilling hope and exploring reasons for living, collaborative problem solving and safety planning and connecting to other resources and services if required.

Key Accountabilities

• Provide crisis intervention support via phone and text following 9-8-8 and CAMH defined policies and practices.
• Apply suicide prevention techniques and protocols to effectively assess the individual's risk of suicide, provide appropriate intervention, and provide additional resources when appropriate
• Work alongside a cohesive team while on shift that consists of shift supervisors and other Responders.
• Work collaboratively and compassionately with those reaching out.
• Schedule and complete follow-up calls as required in alignment with standard operating procedures.
• Establish safety using the least intrusive means necessary. This may involve contacting emergency services to ensure safety of callers/texters.
• Consult and take direction from supervisors for challenges that arise.
• Maintain accurate, timely, and detailed reports, documenting all required/identified data points.
• Complete legally required reporting.
• Maintain familiarity with 9-8-8 database of essential national resources and provide as needed to callers and texters.
• Maintain strict confidentiality and uphold the ethical and legal standards of 9-8-8: Suicide Crisis Helpline.
• Attend responder/staff meetings and additional training sessions when required.
• Participate in regular quality assurance assessment of skills.
• Participate in mentoring new responders as needed.
• Other duties as required/assigned.

The successful candidate must be available for a minimum of 21 hours per week, with availability limited to overnight and weekend shifts to support operational needs. 

The successful candidate must possess a high school diploma. The successful candidate must have the ability to remain calm under pressure, demonstrate empathy, flexibility, and adaptability in varying situations, and possess excellent listening and communication skills. The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. The position is remote within Canada. This role works remotely from a home office setup. Responders are required to have a dedicated, private, workspace within their home, equipped with essential tools and resources to answer interactions effectively. A computer with secure internet access. The candidate should have strong interpersonal skills, and adhere strictly to confidentiality policies as outlined by 9-8-8 Suicide Crisis Helpline and CAMH.

Mandatory Live Training Sessions

• Group Session 1: March 18, 1:00 PM – 4:00 PM ET
• Group Session 2: March 25, 1:00 PM – 4:00 PM ET
• Group Session 3: April 1, 1:00 PM – 4:00 PM ET
• Group Session 4: April 8, 1:00 PM – 4:00 PM ET
• Group Session 5: April 15, 1:00 PM – 4:00 PM ET
• Group Session 6: April 21, 1:00 PM – 4:00 PM ET
• Group Session 7: May 13, 1:00 PM – 3:00 PM ET