Helpline Relief Worker
Thunder Bay, ON
Position Summary

Help Line Relief are responsible for providing coverage and support services, in multiple Indigenous languages, English or French to callers on the Anishinabe Women’s Help Line during weekdays and weekends within an Anishinabe Health and Wellness Framework. Hours of work can be from 0-40 per week, based on organizational needs.

Key Responsibilities/Duties

To provide shift coverage and support to full-time staff during weekdays, statutory holidays and week-ends.

To provide emotional and crisis support/intervention, safety planning, information and referrals to Anishinabe women to assess their situation, particularly with reference to their safety.

To provide information and assistance in naming appropriate strategies; provides information and referral to appropriate community resources.

To provide reliable and accurate information and services referral to Anishinabe women fleeing violent relationships.

To provide information, support and assistance to friends, families, neighbours of abused Anishinabe women, service providers and other professionals in contact with abused women.

To maintain records of all calls according to the format and guidelines set out by the Help Line.

To operate in an unbiased, woman-positive, and non-judgmental manner, consistent with the philosophy of the service.

To keep up to date with necessary information in order to accurately assess a caller’s situation and to determine appropriate community resources if any.

To keep up to date with professional development in order to understand the continuing emergence of new issues and acquire more in-depth information in the whole field of Anishinabe woman abuse.

To attend all mandatory trainings within the Help Line’s internal training series as per agency policy.

To access necessary services on behalf of callers in cases of emergency and/or situation where callers are not able to do so themselves, while respecting confidentiality.

To maintain records of all calls according to the format and guidelines set out by the Anishinabe Women’s Helpline.

To maintain co-operative working relationships and participates in the general operation of the agency.

To utilize downtime in an effective manner i.e.; debriefing, grounding, reading relevant materials, and reading agency communication tools.

As required by section 72(1,2, & 3), of the Child and Family Services Act, to report all cases of suspected child abuse, or a child that is need of protection directly to the appropriate child protection agency, following the procedures established by the Anishinabe Women’s Helpline.

To ensure Health and Safety compliance in the workplace by following policies, procedures and best practices and reporting any unsafe environments.

To follow confidential handling of client information as dictated by Privacy Legislation.

To constructively participate in staff meetings, seminars and training sessions as required.

To adhere to all policies and procedures and ensure adherence to program best practices.

To work from a wholistic perspective, utilizing the teachings of the medicine wheel and Seven Grandfather Teachings.

To take personal responsibility to increase sensitivity, awareness and implementation of Beendigen’s cultural teachings and organizational practices in both professional conduct and work-related deliverables.

To be prepared to work in conjunction with the philosophy and mandate of the organization.

To preserve confidentiality of all residents, clients, staff, students, volunteers and agency information.

To represent the organization in a positive and professional manner at all times.

Any other duties as requested by the Talk4Healing Supervisor; commensurate with role. The above statements are the general functions of the position, and should not be interpreted as a detailed description of all the work requirements that may pertain to the job.

Key Selection Criteria

An appropriate Bachelor’s Degree or College Diploma with 2 to 3 years relevant


Bilingual in English and Ojibway, Oji-Cree or Cree, other indigenous language or French.

Experience working in an Indigenous organization.

Knowledge, Skills and Abilities

Specialize in one-on-one counselling

Extensive knowledge and experience in family violence issues

Ability to view situations free from personal values, interests, beliefs, or judgment

Ability to handle difficult situations and distance oneself from client’s problems or


Excellent computer and database entry skills

Excellent oral and written communication skills

Knowledge about sensitivity to cultural differences and various economic backgrounds

Ability to act quickly and appropriately in situations of conflict in a direct, non- confrontational way

Strong written, verbal, and interpersonal communication skills

Working Conditions

Help Line Relief Workers usually work in a call centre environment, but the mission of the organization may sometimes take them to non-standard workplaces.

Hours of work are casual, normally 8 hours per day, in a 24/7, 365 days a year work environment with occasional overtime.

Additional Information

Help Line Relief are based at Ontario Street, however all employees may be required to work across other sites from time to time.

Ontario Health and Safety (OH&S) All employees are required to carry out their duties in a manner that does not adversely affect their own health and safety and that of others by reporting all potential hazards; and all incidents and injuries; as well as co-operating with any measures introduced in the workplace to improve OH&S.

Employment is subject to:
  • Must provide a successful Police Records Check (Vulnerable Sector)
  • Must undergo a “two step” tuberculosis skin test within 3 months of employment
  • Ability to work shift work, including weekends and holidays
  • Must sign Oath of Confidentiality
  • First Aid and CPR Certification
Funding: Ministry of Community and Social Services

Affiliation: UNIFOR Local 229