Community Crisis Responder
CMHA NORTH AND WEST VANCOUVER (Farsi, Casual)
Our vision: Mentally healthy people in a healthy society
We are seeking a Farsi-speaking Crisis Responders to be a part of our Crisis Response, Community-Led (CRCL) program which provides in-person crisis response services to people on the North Shore. This program is an alternative service model to standard emergency services and operates 16 hours per day. The successful candidate will work as part of a team to deliver in-person response to community members facing mental health and/or substance use related crises. Successful candidates will either possess a degree in nursing, counselling, social work or equivalent education, or have lived experience with mental health and/or substance use challenges, a valid BC driver’s license, and will have experience working in psychosocial rehabilitation and/or harm reduction, and strong de-escalation skills. The role requires a non-judgmental, person-centered, trauma-informed and culturally competent approach to care. The candidates must have knowledge of Indigenous communities and the impact of intergenerational trauma. Additionally, they must have experience supporting individuals in crisis, practicing harm-reduction and possess a strong understanding of the various barriers to access to the healthcare system and knowledge of community resources.
Key Duties and Responsibilities
- Model a high degree of cultural competency, including ensuring services are culturally sensitive and incorporate Indigenous knowledge, practices, and approaches to healing and wellness
- Utilize a trauma informed approach, including with persons who are escalated and who use language or express beliefs that could be offensive or triggering for staff
- Continuously center the needs of the person experiencing crisis
- Complete all required training but not limited to ASIST, Mental Health First Aid, Trauma-Informed Care, Harm Reduction, etc.
- Maintain familiarity with North Shore resources, their interrelationships, and their function in delivering care in the community i.e., mental health & substance use responsive services
- Participate in team meetings, continuing education, conferences, and/or organizational initiatives and engage in ongoing team planning, development, evaluation, and quality improvement activities
- Participate in community engagement, outreach and promotional activities
- Adhere to all Program Policies and Procedures and CMHA NWV Code of Conduct
Crisis Responder
- Be ready and able to respond to mental health and substance use related crises in partnership with a second Community Crisis Responder which may include attendance at back-to-back calls
- Think critically and respond quickly, especially in critical situations and when deciding the next course of action
- Communicate effectively with and follow the direction of the CRCL Team’s Dispatcher or any supervisor
- Remain responsive to incoming calls up until the end of shift
- Demonstrate emotional resilience, including and especially within complex situations
- Work effectively as a team, including respectful communication throughout and following an emergency crisis response
- Utilize situational awareness, assessment, de-escalation, and mental health training to work safely within changing and unpredictable environments
- Be prepared for and able to adapt to changing work environments, including:
- All kinds of weather
- For extended periods
- Within and around diverse types of substance use
- Within and around respiratory illnesses
- Within potentially hazardous dwellings
- Within unknown and unpredictable environments
- Perform in-person assessment to critically assess and determine the next course of action, including in cases where Dispatch was unable to provide detailed information,
- Remain on scene and able to critically assess, including when a situation escalates and/or requires a higher level of care,
- Professionally engage service providers, including police, ambulance, fire and healthcare providers, etc.
- Utilize ongoing assessment, rapport building and universal precautions
- Utilize direct questions (open and closed ended), direct feedback and motivational interviewing skills
Dispatch Navigator
- Manage the central call line for the team, including phone lines and text messaging
- Triage calls and text messages from community including assessment screening and triage, while initiating Community Care Plans and sourcing community supports
- Use assessment and screening tools to determine call acuity and safety risks including assessment of suicidal and/or homicidal ideation, including active suicide behaviours
- Assess, identify, plan, intervene and evaluate bio-psycho/social/spiritual care needs in accordance with best practices and program procedures.
- Obtain specific details to assist team in responding to crisis calls liaising between caller and team, updating team of ongoing status of person in crisis
- Provide non-judgmental telephone and text support and crisis intervention, including assessment, problem solving and community resourcing
- Refer to appropriate services and provide short term follow-up during wait times and until CRCL support can be arranged
- Implement active ‘rescue’ when an intervention is required (I.e., call 911, advise use of lifesaving First-Aid, etc.)
- Where appropriate, redirect callers to access pertinent resources, including other crisis and/or emergency services
- Develop support and safety plans for persons in crisis, and/or for third party callers
- Consult with community resources, family members and peers, as directed by and appropriate to the caller's needs
- Participate in training, case management, debriefing, client follow-up and staff check-ins
- Supports programming and branch-level systems, including communication with internal CMHA NWV programs and staff
- Maintain confidential client case files, including Community Care Plans, safety and wellness assessments
- Quickly prioritize multiple competing tasks using a methodological approach to problem solve, make decisions, and communicate clearly
Abilities and Values
- Strong understanding of colonialism and the ways in which historical and ongoing colonization impacts Indigenous People
- Attention to detail when maintaining records of calls and incidents
- Be open to feedback, engage in self-reflective practices and humility
- Understand and practice both collective and personal accountability
- Be self-directed and able to perform all duties and professional obligations, without prompting or reminding
- Must be organized and able to multitask and prioritize in a fast-paced environment
- Must have exceptional communication skills with your team members
- Strong organizational, problem-solving, and analytical skills
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm and tact
- Strong sense of compassion and ability to maintain a calm demeanor amidst high-intensity situations.
- Demonstrated knowledge of person and family-centered care, trauma-informed care, the recovery model for mental illness, psychosocial rehabilitation
- Knowledge of harm reduction principles, crisis prevention and intervention, and conflict resolution
- Demonstrated ability to identify emotional, social, or environmental barriers and intervene to reduce stigma.
Qualifications
- A degree in human or social services or a related field
OR
- Lived experience of mental health and/or substance use challenges and a personal recovery journey. Formal training or certification in peer support is an asset.
PLUS
- Must have 3+ years of experience supporting marginalized populations with complex needs including adults with mental health and/or substance use challenges, poverty, and homelessness
- Knowledge of community resources, mental health services, and social support systems is an asset
- Crisis response and/or harm reduction experience is an asset
- Ability to work effectively with a diverse population
- Valid First Aid and CPR
- Vulnerable sector Criminal Record Check
- Valid Class 5 Driver’s License
- De-escalation training and indigenous cultural competency training
- Ability to speak Farsi
- Excellent computer skills, documentation ability, and internet literacy
- Must have experience with using Office 365 platform and Outlook platforms
Hours of Work and Considerations
Hours: Operations run 7 days per week. Day shifts 8:00am-4:00pm, Bridge shifts 12pm to 8:00pm or Evening shifts 4:00pm-12:00am. All shifts include a paid 30-minute interrupted meal break.
Location: On location at the Marine Drive office in North Vancouver.
Salary: $33 per hour starting wage.
Benefits: 3 weeks of vacation and psychological benefits. Extended benefits for 20+ hours/week employees.
We are an equity employer and encourage applicants from women, persons with disabilities, members of visible minorities, First Nations, Inuit, and Metis people, people of all sexual orientation and genders and others who may contribute to our further diversification.
This posting does not list all of the duties of the position, nor does it fully detail the required skills, knowledge and abilities, licenses and certificates required of candidates.
How to Apply
Please submit a cover letter letting us know a bit about yourself and why you are interested in this role with CMHA NWV, and a resume, detailing your experience and qualifications, through our posting via Indeed.
Only shortlisted candidates will be contacted.
Job Types: Full-time, Part-time, Permanent, Casual
Pay: From $33.00 per hour
Ability to commute/relocate:
- North Vancouver, BC V7P 1V7: reliably commute or plan to relocate before starting work (required)
Experience:
- adult mental health / substance use care: 3 years (required)
Language:
Licence/Certification:
- Class 5 Licence (required)
Work Location: In person
