Quality Assurance Specialist

The Distress Centre of Ottawa and Region (DCOR) has an available position for an English-speaking or bilingual Quality Assurance Specialist. 

Quality Assurance Specialists work in the Distress Centre office located at a confidential location west of downtown Ottawa.  

Primary Responsibilities: 

• Provide direction, support and information to Responders helping callers in crisis between the hours of 2:00 p.m. . and 9:00 p.m.; and 9:00a.m and 4:00p.m on Tuesdays (additional shift flexibility may be required)  
• Educate Responders on DCOR procedures and protocols to ensure a consistent model of service delivery;   
• Monitor call volume and answer overflow calls during busy periods by providing non-judgmental emotional support and crisis intervention, which includes assessment, problem solving, and exploring resources with service users; 
• Initiate active rescues with emergency services when callers are a danger to themselves or others at the time of the call;  
• Report to staff cases of child abuse where there is an immediate “child at risk” situation or to report suspected cases of child abuse; 
• Initiate contact with service users or community partners when an individual requires additional assessment or support;  
• Provide emergency Responder shift replacement; 
• Maintain familiarity with applicable community resources, notably Mental Health and Substance Use Crisis Response Services. 
• Review call reports to ensure that all calls are recorded appropriately and accurately for quality assurance; 
• Provide assistance in monitoring technology infrastructure;  
• Assist with other administrative tasks as required. 

Desired Skills: 

• Highly organized and self-directed with a demonstrated ability to work in a team setting. 
• Proficient English language skills, both written and spoken. 
• Strong interpersonal and listening skills. 
• Reliable, non-judgmental. and empathic approach to work. 
• Computer literacy. 
• Ability to handle stressful situations  
• Strong decision-making skills.     

Requirements: 

• A post-secondary education in a relevant discipline or equivalent experience. 
• Ability to work flexible hours on a rotational schedule as required. 

Assets: 

• Completion of the Applied Suicide Intervention Skills Training (ASIST) workshop. 
• Previous Responder experience. 
• French language skills, both written and spoken. 

Hours of Work: 

• 35 hours per week  
• Available for rotating shift work (9:00 a.m-4 p.m. and 2:00 p.m. to 9:00 p.m.). 
• Ability to take on extra shifts, if needed.  

Salary and Benefits 

• $42,670 annually 
• 6% of salary in lieu of a contribution to a pension plan  
• Comprehensive Group Benefits Plan (includes dental, medical, and Health Spending Account)  
• Competitive paid Vacation Leave 
• Generous program of paid Sick Leave, Statutory Holidays and Christmas Holidays 
• Free parking onsite  
• Training and professional development opportunities 

Quality Assurance Specialists report to:Please send applications to:cfleury@dcottawa.on.ca  

The Distress Centre of Ottawa and Region (DCOR) is committed to building an organization that is diverse and inclusive. DCOR encourages applications from all qualified individuals, including those with lived experience of mental health and racialized individuals, especially those who identify as Black or Indigenous (First Nations, Métis, or Inuit), as well as people who identify as LGBTQ2S+, and persons with a disability. When you apply, we invite you to indicate, on a voluntary basis, if you belong to one of these groups.