CharityVillage

Competition: (2024-511-CC): Crisis & Resource Counsellor (2024-511-CC)

Employment Type: Casual, Bargaining Unit (1 Vacancy)

Work Hours: 10 - 12 hours/week (available weekends (Saturdays/Sunday from 10am - 6pm) and evenings (6pm - 8pm or 5pm - 8pm).

Work Setting: Hybrid - Opportunity to work remotely after orientation & training period

Salary: G - $25.89/hour

Application Deadline: January 23, 2025, by 11:59 pm

Program Overview – Toronto Seniors Helpline, Community Care
Toronto Seniors Helpline aims to provide access and navigation to services and supports for seniors (and those caring for them) in Toronto through telephone calls and electronic systems. Toronto Seniors Helpline assists with smooth transfers, improved coordination and access between the Community Service Sector, the Home Care sector, hospitals, primary care and other parts of the health care system. Toronto Seniors Helpline is also a coordinated point of access for seniors’ mental health and addictions crisis. Toronto Seniors Helpline staff screen and assess crisis calls in order to provide appropriate de-escalation and support as well as triaging to in-person crisis intervention/short-term crisis management or other appropriate referrals. Toronto Seniors Helpline also offers supportive counseling for seniors and caregivers to address isolation and mental health challenges. Toronto Seniors Helpline is integrated with the Crisis Outreach Service for Seniors (COSS), the Community Behaviour Support Outreach Team, Les Centres d’Acceuil Heritage and Home and Community Support Services.

What You Will Do

• Respond to telephone and webchat referrals and requests for service and information.
• Conduct initial screening using standardized assessment tools and implementing protocols to determine the most appropriate response to the call/referral.
• Assess risk and safety to determine the callers’ level of risk to self or others.
• Provide supportive counselling, crisis de-escalation, and telephone-based short-term case management services as appropriate.
• Utilize electronic systems to make referrals to agencies and maintain appropriate documentation/case notes and client files.
• Work collaboratively with hospitals, other primary care agents, and community service providers to maintain a client-centered approach.
• Keep accurate up-to-date statistical data for analysis and evaluation purposes and report data.
• Keep up to date on resources and search tools that can assist in supporting callers.

What You Bring to the Team

• Bachelor Degree in Social Work or related degree.
• Registration in good standing with the Ontario College of Social Workers and Social Service Workers or College of Registered Psychotherapists of Ontario or an equivalent regulatory body.
• 2+ years’ related experience in telephone counselling/support and crisis intervention experience and demonstrated experience working with older adults and caregivers.

What Will Set You Apart

• Demonstrated intake/triage experience and strong assessment skills.
• Self-directed and independent, but also experienced in working collaboratively with others
• Demonstrated customer service and interpersonal skills.
• Demonstrated experience in crisis response/intervention, supporting people with mental health/substance use and commitment to a harm reduction approach
• Demonstrated knowledge and experience in supporting older adults with geriatric issues such as dementia/responsive behaviours
• Strong ability to build relationships with a variety of individuals.
• Excellent oral and written English fluency.
• Excellent communication skills (verbal and written)
• Cultural competency with ability to community clearly with individuals from diverse ethno-cultural backgrounds and levels of abilities.
• Thorough knowledge and skills in the use of community resources.
• Strong administrative, organizational skills.
• Applied computer skills (MS word, Excel, databases and Internet).
• Experience in outreach, public presentations and workshops.
• Demonstrated ability to exercise good judgment, flexibility and contribute to the effective functioning of a team
•  Effective problem-solving and conflict management skills
• Demonstrated ability to follow policies, procedures and adherence to legislation
• Ability to communicate in a second language is an asset.

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at careers@woodgreen.org of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.