Crisis Response Worker

Role Overview:

The Canadian Mental Health Association – Halton Region Branch (CMHA-Halton) is seeking a Crisis Response Worker for our night shift (8pm to 8am, Monday to Sunday). The Crisis Response Worker will respond to the needs of individuals calling into our crisis line (988 or COAST).

What You’ll be Doing:

988 National Crisis and Suicide Line:

• Answer 988 lines to assess for suicide, safety, and identify resources to refer callers to the appropriate community resources to address the client’s behavioral health and social needs as required.
• Conduct follow-up calls on individuals as part of the safety plan process.
• Utilize 988 software to accurately document all client interactions.
• Identify best outcomes, including the coordination of wellness checks and/or the dispatch of mobile crisis response teams.

COAST Crisis Line:

• Provide COAST crisis line telephone support including referrals and interventions to prevent further crisis.
• Utilize evidence-based methods and best practices to manage client crisis, develop strategies to assist clients in preventing further crisis, provide monitoring and support as they work through their crisis and recovery plans, and establish personal goals that move clients towards recovery.
• Provide support to client families and friends as appropriate.
• Work collaboratively with in-house programs, the 988 team, Halton Regional Police Services, local hospital EDs and Psychiatric Departments, and community agencies.
• Comply with Crisis Response Service Standards.

Safe Beds:

• Coordinate services, advocate on behalf of, and develop plans to support the recovery and stabilization of clients.
• Ensure clients receive support to de-escalate and stabilize their crisis through a psychosocial rehabilitation, recovery-focused, harm-reduction approach.
• Ensure clients are connected with services and supports to enable stable community living that addresses their health and well-being over the longer term.

Other:

• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
• Complete all required documentation related to the support of clients.
• Work collaboratively with community partners in a multidisciplinary approach.

Qualifications & Skills Needed:

• Bachelor’s degree in Social Work, Clinical Psychology, Nursing, or a relevant field required.
• Regulated health professional (Registered Social Worker or Registered Nurse) or equivalent preferred.
• At least three (3) years’ experience working with individuals with mental health and addictions issues, especially those with complex needs (e.g., concurrent disorders, dual diagnosis).
• Crisis intervention and management experience (i.e., assisting clients in crisis face-to-face and over the phone).
• Strong de-escalation and conflict resolution skills.
• Highly skilled at conducting assessments and ensuring appropriate risk management.
• A demonstrated ability to work with issues related to substance use and concurrent disorders within a harm reduction framework.
• Cultural competence and a demonstrated ability to adapt interventions to ensure equity, access, and accommodation.
• Knowledge and commitment to the values of psychosocial rehabilitation and recovery-oriented practices.
• Good working knowledge of relevant mental health legislation including the Mental Health Act.
• Skilled at trauma-informed practice and implementation.
• Proven expertise in psychiatric symptomology and psychiatric medication as well as suicide assessment and intervention.
• A broad understanding of all factors that impact an individual’s mental health and well-being, including the social determinants of health, trauma, poverty, and homelessness.
• Familiarity with mental health and addictions/justice/community-based support services in the Halton Region.
• Possesses a high degree of empathy, understanding, patience, flexibility, initiative, creativity, openness to change, and excellent rapport-building skills.
• Excellent oral and written communication skills.
• High level of accountability, is reliable and takes initiative.
• Demonstrated ability to work independently and as part of a team.
• Non-violent crisis intervention, first aid, CPR, and ASIST certifications are an asset.
• Working knowledge of EMHware database or similar Client Information System (CIS) would be beneficial.
• Proficiency in MS Word and Excel.
• Ability to speak a second language would be considered an asset.
• Prior housing experience would be considered an asset.