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About the Role

The Crisis & Access Coordinator supports programs running out of the Crisis Centre and provides regional secondary support to managers overseeing Crisis Programs in other locations. This role assists Program Managers and Directors with program oversight, staffing, service access, recruitment, training, quality assurance, and initiative implementation. The position is a key resource for staff and volunteers, ensuring effective service delivery, program consistency, and a positive team environment, without maintaining a regular client caseload.

Responsibilities

Assists Manager with organizing and directing the day-to-day work of staff, including program tasks and work distribution.
Travels to assigned program sites to check in with staff and teams regularly.
Builds relationships with staff to support collaboration, well-being, program improvement, and a positive work environment.
Monitors team dynamics and well-being, consulting with the Manager to address concerns.
Addresses staff questions and concerns, consulting with the Manager as needed.
Shares feedback with staff constructively, respectfully, and client-centrically.
Consults with Manager to address performance issues.
Assists with staff performance reviews as assigned by Managers.
Acts as a resource to staff regarding challenging clients, clinical approaches, and program concerns, developing solutions collaboratively.
Completes staff work observations and supports professional consultations.
Provides supervision to staff members.
Ensures effective and timely information flow among staff and between staff, Manager, and Director.
Respects and acknowledges the contributions, opinions, and expertise of all team members.
Utilizes effective conflict management skills.
Supports decision-making and communication flow with the Manager and/or Director.
Provides direction in emergency situations and assists the Manager with debriefing and supportive follow-up.
Works with Manager to screen, interview, score, and hire new staff.
Supports the orientation and training of new and existing staff.
Schedules and approves time-off requests.
Resolves scheduling conflicts and re-assigns staff as needed to support program functions and ensure safety.
Monitors Relief pools to ensure Relief staff are engaged and trained.
Manages Relief pool composition to ensure adequate coverage, initiating outreach or hiring as needed.
Reviews intakes and waitlists to assign clients for optimal fit.
Liaises between staff and Manager regarding client access and flow, assisting with assessing program fit.
Implements new initiatives and policy/procedure changes within programs.
Oversees daily program planning, problem-solves issues, and provides guidance.
Ensures program consistency and compassionate, inclusive, accountable, and welcoming service delivery.
Provides leadership backup when Manager is absent, including waitlist management.
Supports coordination of Coordinated Care Plans (CCP) with community partners and staff.
Ensures program conformity to accreditation standards.
Ensures Health and Safety Committee duties are carried out.
Performs file audits and quality reviews, coordinating follow-up with the Manager.
Represents the program(s) on the Electronic Health Record (EHR) Committee.
Provides solutions for documentation and EHR-related questions.
Addresses site concerns regarding physical property and reports them to the Property Services Department.
Liaises professionally with community partners regarding programs, providing information and updates.
Completes program-specific statistics as required.
Supports payroll input, documentation, and approvals as needed.

Requirements

Must have a Police Vulnerable Sector Check completed in the last six months.
Degree or diploma in a mental health or addictions related field, or a degree or diploma in an unrelated field with a minimum of five years' employment experience in a direct-service mental health and addictions role.
Valid Driver’s Licence: minimum G2 class.
Access to a vehicle for personal transportation.
Demonstrated ability to attend work regularly.

Skills

Crisis intervention experience
Demonstrated ability to defuse potential conflict situations
Demonstrated ability to form strong partnerships with other agencies, hospitals, organizations
Flexibility and adaptability to changing needs and circumstances
Ability to motivate staff and volunteers
Good working knowledge of computer office technology (word-processing, spreadsheets, database records, internet, e-mail)
Ability to perform basic financial and documentation requirements related to activities and programs
Knowledge of electronic client records systems
Bilingual in both official languages (preferred)

Location

London, Ontario (London Zone)

Work Type

Full-Time
Permanent

Experience Level

Minimum of three years’ experience working with people with mental illness and/or addictions and/or working in a social services field (preferred)
Minimum of five years' employment experience in a direct-service mental health and addictions role (required if degree is unrelated)

Education Level

Degree or diploma in a mental health or addictions related field
Degree or diploma in an unrelated field
University Degree in health, social, behavioural science or related field (preferred)
Registration with a certification body (preferred)

Salary/Compensations

Starting rate: $32.24 per hour (Level 1)
Grid progression up to $39.60 per hour (Level 8)

Benefits

Immediately enrolled in the Healthcare of Ontario Pension Plan (HOOPP)
Extended healthcare benefits after a 90-day waiting period

About the Company

Canadian Mental Health Association Thames Valley Addiction and Mental Health Services

Equal Opportunity

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 Human.Resources@cmhatv.ca