Crisis Trainer & Responder

Identifying Information

Job Title: Crisis Trainer & Responder, Temporary Part-Time Position

Program Area: Contact Centre, Crisis

Job Level: Crisis Trainer

Reports to: Manager, Contact Centre Training & QA

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 Manager, Contact Centre Training & Quality Assurance, the Crisis Trainer participates in volunteer screening activities, orients, trains, supervises and evaluates the performance of volunteers in training, and takes crisis interactions within the Crisis Services Program. Additionally, the Crisis Trainer will facilitate coaching shifts for Crisis Responders in Training for 988 and the Distress Line.

Key Outcomes

• Improved staff and volunteer knowledge, skills, and job performance through effective training delivery.
• Paid staff responders and volunteers report feeling better prepared to handle crisis interactions as a result of their participation in training.
• Service Users within our service area have 24/7 access to emotional support and crisis intervention by phone, text and chat.

Job Duties and Responsibilities

Training

• Facilitates, or co-facilitates Distress Line Volunteer Training Sessions.
• Supports the training of Distress Line Volunteers and Crisis Responders by supervising Monitor Shifts and providing feedback on volunteer and responder performance.
• Provides volunteers and staff with emotional and practical support as a result of dealing with situations encountered while responding to crisis interactions.
• Recommends Distress Line Volunteer and Crisis Responder Trainees to become Distress Line Volunteers based on performance during Monitor Shifts.
• Assists in the review of Distress Line Volunteer Training and Crisis Responder Training content and procedures and make recommendations for program changes.

Client Service Delivery

• 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.

Qualifications/Experience

CMHA-Edmonton recognizes that candidates all have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections, it is not a checklist. We encourage everyone interested to apply and indicate how you would successfully take on the role even if you have unconventional experiences or qualifications.

• Minimum 1-2 years of related experience required, preferably within a non-profit organization.
• Completion of Grade 12 (related post-secondary Diploma or relevant course work in a Social Science preferred)
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check
• Cover Letter required demonstrating your experience in supporting clients from a nonjudgmental, strengths-based, trauma informed and empathetic perspective.
• Proficient in computer skills (Microsoft Office and other program software g., VOIP, iCarol)

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 and learners
• 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 provide and receive constructive and positive feedback
• Must be empathetic, genuine, assertive, and non-judgmental when assisting clients and learners
• Ability to consistently use a learner centered approach when designing and delivering presentations
• Dynamic and engaging presentation skills

Hours of Work and Working Conditions

• This position is based on site at CMHA