Crisis Responder

Identifying Information

Job Title:                       Crisis Responder

Program Area:               988

Job Level:                      Crisis Responder

Reports to:                     Team Lead, Contact Centre Operations                                               

Organization Summary

CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness. 

Job Summary

Reporting to the Team Lead, Contact Centre Operations, the Crisis Responder is responsible for taking crisis interactions and providing confidential, nonjudgmental supportive listening for help seekers. The Crisis Services program provides 24-hour crisis lines, including the Distress Line, Rural Distress Line, Senior Abuse Helpline and Brite Line. In addition, this role will respond to text and phone-based interactions to support partnership with 988, a national suicide specific crisis line which provides emotional support, connection to resources and intervention for people in crisis who are experiencing thoughts of suicide.

Job Duties and Responsibilities

• Responds to voice and text interactions for CMHA’s partnership with 988
• Responds to interactions from help seekers via CMHA-Edmonton Crisis Services
• Provide emotional support and active listening for clients experiencing a myriad of crises related to suicide and mental health.
• Effectively and factually documents key details and statistical information from interactions.
• Schedules and carry out telephone follow up and outreach calls for client’s experiencing risk to their current safety.
• Liaise with emergency services to coordinate active rescue when necessary or supports mandatory reporting related to child at risk and/or duty to warn.
• Assists peers through consultation, debriefing and intervention.
• Participates in both program specific and agency meetings as required.

Required Qualifications

• Minimum 1-2 years of work experience in a contact centre or client focused role
• Related post-secondary Diploma or relevant course work in a Social Science, or an equivalency of work experience in a social service provision role
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check

Preferred Qualifications

• Experience volunteering or working with a crisis line
• Successful attainment of Brain Story Certification and/or completion of GBA+ training
• Experience with Gensys call management software

Core Competencies

• Client-Centred: Consistently prioritizes the caller’s needs, experiences, and voice by responding with empathy, respect, and cultural humility.
• Connection: Communicates clearly and collaborates effectively with callers and colleagues to build shared understanding, coordinate support, and ensure continuity of care.
• Judgement: Uses sound decision-making to assess situations, manage risk, and choose appropriate actions in complex and uncertain circumstances.
• Self-Awareness: Monitors and regulates personal emotions and responses while actively building resilience and engaging in ongoing learning and growth.
• Motivational: the ability to consistently generate and sustain the drive, commitment, and positive behaviors needed to pursue goals, overcome obstacles, and achieve desired outcomes.

Skills/Abilities

• Strong interpersonal, verbal, and written communication skills
• Excellent telephone skills, including questioning, probing and/or interviewing abilities, to ensure individuals’ needs are being determined and appropriately met
• Ability to work effectively in a challenging environment, deal with difficult situations and respond in a composed manner
• Positive, helpful attitude towards assisting clients
• Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention
• Ability to work independently and in a team environment
• Strong organizational skills, time management and problem-solving skills
• Ability to receive constructive and positive feedback
• Must be empathetic, genuine, assertive, and non-judgmental when assisting clients