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About the Role

The Crisis Support Worker is responsible for providing timely, compassionate, and trauma-informed crisis intervention to children, youth, families, caregivers, and community professionals accessing Youthdale's Crisis Support TEAM. Working as part of a multidisciplinary team, the Crisis Support Worker provides telephone crisis support, service navigation, triage, brief interventions, safety planning, and coordination of care while ensuring accurate documentation and collaboration with internal and external service providers. The Crisis Support Worker also supports program operations by assisting other clinical programs during periods of high operational need.

Responsibilities

Respond to incoming crisis telephone calls from children, youth, families, caregivers, schools, hospitals, community agencies, and other service providers.
Complete initial crisis screening and determine level of urgency.
Conduct suicide risk, self-harm, violence, and safety assessments within scope of practice.
Provide immediate emotional support, de-escalation, and crisis intervention.
Develop collaborative safety plans with youth and caregivers.
Consult with Social Workers or Managers regarding high-risk situations.
Activate emergency response procedures when required (EMS, Police, Mobile Crisis, Child Protection).
Triage incoming referrals based on urgency and concerns.
Determine the most appropriate internal or community-based service.
Schedule client appointments with CST Social Workers.
Coordinate same-day or urgent appointments when appropriate.
Provide information regarding Youthdale programs and eligibility criteria.
Support referrals to outpatient services, residential treatment, community mental health agencies, hospitals, Help Ahead, and other resources.
Provide assistance with additional case management tasks as required.
Facilitate warm transfers whenever possible.
Maintain knowledge of community resources and service pathways.
Provide brief supportive counselling within scope of practice.
Offer psychoeducation regarding mental health, crisis management, and available services.
Support caregivers in understanding treatment recommendations.
Assist families in identifying immediate coping strategies.
Provide follow-up calls as directed.
Encourage engagement with ongoing treatment and community support.
Complete accurate, objective, and timely progress notes in TREAT.
Document all crisis contacts, risk assessments, safety plans, referrals, and consultations.
Maintain confidentiality and comply with privacy legislation.
Complete required incident documentation and Serious Occurrence reporting when applicable.
Work collaboratively with Crisis Social Workers, Intake staff, Psychiatrists, and Community Partners.
Participate in clinical consultations and case reviews.
Communicate significant clinical concerns promptly.
Support continuity of care during transitions between programs.
Provide coverage to other departments.
Support front-line staff with crisis as requested.
Answer and direct crisis line calls professionally and efficiently.
Monitor voicemail and electronic referrals.
Assist with appointment scheduling and calendar management.
Maintain resource databases and referral information.
Prepare educational materials and resource packages for families.
Track call volumes and service utilization data.
Participate in quality improvement initiatives.
Foster positive, professional, and respectful relationships with children, youth, families, caregivers, staff, visitors, community partners, government officials, and professional associations.
Perform all duties in accordance with applicable federal and provincial legislation, professional standards, organizational policies and procedures, and accreditation requirements.
Maintain confidentiality and protects personal health information in accordance with the Personal Health Information Protection Act (PHIPA) and organizational privacy policies.
Comply with the Child, Youth and Family Services Act, 2017 (CYFSA), including the duty to report concerns regarding a child who may be in need of protection.
Work in accordance with the Occupational Health and Safety Act (OHSA), including reporting hazards, incidents, workplace violence, and unsafe working conditions.
Adhere to all workplace violence, harassment, infection prevention and control (IPAC), emergency preparedness, and safe work practices.
Demonstrate a commitment to equity, diversity, inclusion, accessibility, and culturally responsive practice in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).
Maintain required professional registration, certifications, and mandatory organizational training.
Maintain accurate, timely, and professional documentation in accordance with legal, professional, and organizational standards.
Attend work on a regular and reliable basis and participates in staff meetings, supervision, and mandatory training.
Perform other duties as assigned that are consistent with the scope of the position.

Requirements

A college diploma or university degree in child and youth work or a relevant field is required.
Preferably 5 years’ experience in the mental health field.
Ability to maintain a high level of confidentiality in all interactions.
Demonstrated ability to interact with people in a sensitive, tactful, diplomatic, and professional manner at all times.
Ability to work both independently and within a multi-disciplinary team in a fast-paced environment.
Ability to work flexible hours within a rotating schedule that includes days, evenings and weekends.
Maintain required professional registration, certifications, and mandatory organizational training.
Maintain accurate, timely, and professional documentation in accordance with legal, professional, and organizational standards.
Attend work on a regular and reliable basis and participates in staff meetings, supervision, and mandatory training.

Skills

Crisis theory/intervention
Child/adolescent development
Dialectical Behaviour Therapy (DBT)
Motivational Interviewing
ASIST
Mental Health First Aid
Safe Management Group (SMG)
Excellent assessment, interviewing, and counselling skills.
Knowledge of community resources in the GTA and beyond.
Advanced communication skills (both written and oral).
Good organizational, time management and prioritizing skills.

Location

227 Victoria Street, Toronto, ON

Work Type

Part Time
Permanent
Onsite

Experience Level

5 years’ experience in the mental health field

Education Level

College diploma or university degree in child and youth work or a relevant field

Salary/Compensations

$30.73 per hour

About the Company

Youthdale provides comprehensive, integrated mental health services to children and their families, connecting them with the right programs and services, both at Youthdale and in their communities. We meet the complex needs of children and youth with a team of highly skilled and dedicated psychiatrists, psychologists, neurologists and neuropsychologists, social workers, nurses, and child and youth workers.

Equal Opportunity

At Youthdale, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live and serve. Youthdale is committed to providing accommodation in all parts of the hiring process. If you require accommodation, we will work with you to meet your needs.