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About the Role
The 9-8-8 National Hub plays a pivotal role in providing front-line service for the 9-8-8 Suicide Crisis Helpline, available 24/7 via phone and text. This role supports the 9-8-8 National Hub responders, ensuring they provide the best possible support to service users.
Responsibilities
- Offer real-time coaching, feedback and emotional support/debriefing to responders.
- Ensure adherence to program standards, policies, procedures and guidelines.
- Assist responders in determining when to intervene or report as required.
- Participate in quality assurance tasks, including reviewing contact reports and recorded interactions.
- Provide assessments, feedback, and recommendations as part of the responder evaluation process.
- Assist the training team by providing support, supervision, and feedback to trainee responders.
- Participate in mentoring shifts.
- Support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements.
- Adapt to changing schedules and work on short notice.
Requirements
- Minimum of two years of experience as a responder.
- Sound knowledge of crisis intervention principles and skills.
- Knowledge of best practices in suicide prevention.
- Ability to remain calm under pressure.
- Demonstrate empathy, flexibility, and adaptability.
- Excellent listening and communication skills in both English and French.
- Collaborative approach and ability to work as part of a team.
- Ability to work with individuals from diverse ethno-racial and cultural backgrounds, teams and stakeholders.
- Demonstrate high levels of sensitivity and diplomacy.
- Strong interpersonal skills.
- Reliable and flexible to work various shifts.
- Adhere strictly to confidentiality policies.
- Must have a dedicated, private workspace within their home, equipped with essential tools and resources.
- A computer with secure internet access, a telephone headset or a hands-free device is required.
Skills
- Crisis intervention
- Suicide prevention
- Coaching
- Feedback
- Emotional support
- Debriefing
- Quality assurance
- Mentoring
- Communication
- Listening
- Teamwork
- Adaptability
- Flexibility
- Empathy
- Sensitivity
- Diplomacy
- Interpersonal skills
- Reliability
Location
- Remote
Work Type
- Part-time
- Permanent
- Full-time
Experience Level
- Minimum of two years of experience as a responder
Salary/Compensations
- $65,260.62 – $81,575.78 per year (based on qualifications and experience)
- $65,260.62 – $97,890.93 per year (reflecting potential growth within the role)
Benefits
- HOOPP defined benefit pension plan
- Professional development opportunities
About the Company
- CAMH is the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada.
- CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto.
- CAMH is dedicated to equity, diversity, and inclusion.
- CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change.
- CAMH is on a mission to change the way society thinks about and responds to mental illness.
- CAMH aims to eliminate prejudice and discrimination and shape a world where mental illness is central to our healthcare system – a world where Mental Health is Health.
Equal Opportunity
- CAMH is dedicated to equity, diversity, and inclusion.
- Our commitment is to foster a workplace, teaching, and learning environment that is inclusive, respectful, and free from discrimination or harassment.
- CAMH strongly encourages applications from candidates who reflect the diversity of the communities we serve, including First Nations, Métis, and Inuit Peoples; Black and other racialized communities; LGBTQ2S+ communities; women; and people with disabilities, including those with lived experience of mental health and substance use challenges.
- We welcome applicants from all backgrounds.