Counsellor, Crisis Call Diversion

Counsellor, Crisis Call Diversion
Direct Service - (OPSEU)
Full-Time, Contract (Ending: March 31, 2027) 
London, Ontario (London Zone)
This posting is the result of an upcoming vacancy
- Application Deadline: June 29, 2026 -

We believe when individuals in our community experience an urgent mental health or addictions crisis, they deserve a response that is person-centred and supportive, while focusing on personal dignity and wellbeing.

The Crisis Call Diversion (CCD) program is a partnership with the London Police Service (LPS). Staff are positioned at the London Police Service Communications Centre to work with call takers and dispatchers to divert non-imminent risk mental health calls away from a police response and towards a more appropriate mental health response.

Crisis Call Diversion staff will support individuals accessing emergency services through the London Police Services (LPS) by providing a psychosocial response in order to promote crisis resolution and empowerment for the individual. Crisis Call Diversion staff will also work collaboratively with individuals to assess and identify their needs and link them to appropriate supports in the community.

 

Consider revitalizing your career and making a difference in your community by joining our team!

 

WHAT WE'RE OFFERING:

• What you'll be making -  Starting rate for this role is $27.14 per hour (Level 1 – Direct Service), with a wage differential, based on regulation ($30.01 per hour for Level 1 – Direct Service, Regulated):
  1. Successful candidates who are registered with one of the designated professional colleges (e.g. OCSWSSW, CNO, COTO, CRPO, CPSO, or CPO) will receive the wage differential for regulation
  2. Successful external applicants will start at Level 1, with grid progression based on seniority up to Level 8 ($34.41 per hour for non-regulated, and $37.26 per hour for regulated); for internal applicants, grid level placement will occur as per the Collective Agreement
• When you'll work - 70 hours biweekly; Afternoons/evenings, including weekends; paid 30-minute meal break
• Your pension plan –Immediate optional enrollment in the Healthcare of Ontario Pension Plan (HOOPP)
• What your benefits will be – 9% in lieu of benefits

 

HOW YOU WILL BE MAKING A DIFFERENCE:

Direct Service:

• Complete phone mental health and addiction assessments based on theory of crisis management including rapid response to identify:
  • the impact of psychiatric symptoms on functioning,
  • risk factors related to safety of client and others,
  • opportunities for de-escalation and stabilization.
• Establish a therapeutic relationship to maximize the benefits of engagement with the individual.
• Provide short-term follow-up and support.
• Coordinate and facilitate referrals to internal and external services and supports.
• Advocate as necessary, in order to facilitate access to services and supports with the objective of remediating the immediate crisis situation.
• Engage and work collaboratively with emergency services when it is determined that additional intervention is required.
• Assess barriers to successful community living (e.g. treatment options, transportation, finances, etc.).
• Obtain information, as needed, from other relevant sources.
• Interact and provide support and assessment in a non-judgmental fashion and provide care that demonstrates sensitivity to individual diversity (e.g. culture, race, age, sexual orientation, gender, beliefs and values, etc.).
• Support the individual in developing skills for self-advocacy to learn new behaviours and develop coping skills fostering healthy interdependence through limit setting.
• Provide health teaching and information regarding coping techniques and strategies, (e.g. grounding, breathing techniques, self-care, nutrition, sleep hygiene, techniques to enhance overall well-being, etc.).

Crisis Intervention:

• Provide short-term, psychotherapeutic intervention to assist individuals in gaining insight and improving coping skills within the framework of the crisis model.
• Perform in a calm, competent and efficient manner in an emergency situation acknowledging the individual’s need for empathy, privacy and dignity.
• Utilize harm reduction principles to identify, reduce and remove risk factors.

Crisis Follow-Up:

• Refer individuals for additional assessments as is determined to be necessary and / or appropriate under the circumstances.
• Assist the individual to identify and connect with personal / natural supports.
• Provide follow-up support via the phone and / or e-mail to provide resources, and act as a tool for successful safety planning and prevention of a future crisis.

​​​​​​​Coordination and Advocacy:

• Demonstrate a knowledge of community resources and its place within the mental health and addiction care system.
• Assist in building positive working relationships across the service system including CMHA, emergency service partners (i.e. police) and other social or health care providers.
• Participate in committees, working groups or situation tables as needed to promote effective service coordination and collaboration.
• Participate in public education and advocacy and provide public demonstrations when required.
• When appropriate, act as liaison with caregivers and / or service and support providers who are involved with the individual to facilitate a coordinated approach to service provision.

​​​​​​​24/7 Reach Out Addiction and Mental Health Crisis Line responsibilities:

• All Crisis Clinicians are to provide support to individuals through Reach Out.
• Provide crisis intervention services and supports on Reach Out via phone, text and web chat.
• Respond to voicemails from Reach Out.
• Establish a therapeutic relationship with individuals accessing Reach Out, and work with individuals to address their immediate concerns.

 

WHAT YOU'LL NEED TO APPLY:

 

Police Vulnerable Sector Check Requirements
Successful candidates must have a Police Vulnerable Sector Check completed in the last six months. Interested applicants who reside in the City of London and are in need of a Police Vulnerable Sector Check (PVSC) are encouraged to apply for one as soon as possible as PVSCs in the City of London are currently taking approximately 2 weeks to be processed and offers of employment cannot be made without receipt of a PVSC.

 
We require the following qualifications:

• Degree or diploma in a mental health or addictions related field or a minimum of 3 years of experience in a direct-service role and some post-secondary education in a mental health or addictions related field (primary proof of credentials will be required during the hiring process i.e. original degree/diploma or official transcript)
• Current, satisfactory Police Vulnerable Sector Check (PVSC)
• Demonstrated ability to attend work regularly

We prefer the following qualifications:

• Training in crisis intervention and crisis resolution, including ASIST training program.
• First Aid & CPR, WHMIS Training
• Valid Driver’s License
• Access to a vehicle for personal transportation
• Extensive knowledge of community resources, service and support programs, as well as barriers participants face in accessing supports.
• Working knowledge of a variety of treatment, intervention, and support strategies to support mental health.
• Minimum of 3-5 years experience working in mental health, including a minimum of 2 years experience working in crisis intervention.
• Experience with, and detailed knowledge of, mild, moderate and serious mental illnesses.
• Experience working in a community-based setting, preferably with an established network of service and support resources.
• Ability to assess level of risk with regards to clients
• Proficiency in the areas of crisis intervention, crisis resolution, and community support.
• Strong written, notetaking and verbal communication skills.
• Bilingual both official languages, preferred; préférence sera accordée aux candidats qui sont compétents dans les deux langues officielles du Canada

 

INTERNAL APPLICANTS: To be considered as an internal applicant, current staff members are reminded to apply using their @cmhatv.ca or @slwar.ca email address.

Get your application in by – June 29, 2026

Our recruitment process allows us to learn about your previous work experience, your qualifications and your commitment to fulfilling our vision. While we appreciate the interest of all applicants, only those individuals being considered for a position will be personally contacted by someone from the interview team. 

We welcome and encourage applications from all members of our community including persons of any gender, gender identity, gender expression, or sexual orientation, persons with disabilities, Indigenous persons, and members of visible minorities. If you require accommodations related to a disability at any point during the recruitment process, please contact  View email address on cmhatv.
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Legal Notifications:

• For legal purposes our full business name is: Canadian Mental Health Association Thames Valley Addiction and Mental Health Services
• Artificial Intelligence is not currently employed in our recruitment processes