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About the Role

The Crisis & Resource Counsellor will respond to telephone and web chat referrals, conduct initial screenings, assess risk and safety, provide supportive counselling, crisis de-escalation, and telephone-based short-term case management services. This role involves utilizing electronic systems for referrals, collaborating with various healthcare and community providers, maintaining documentation, and contributing to service improvement.

Responsibilities

Respond to telephone and web chat referrals/requests for service and information
Conduct initial screening using standardized assessment tools and implementing protocols to determine the most appropriate response to the call/referral
Assess risk and safety to determine the caller’s level of risk to self or others
Provide supportive counselling, crisis de-escalation and telephone-based short-term case management services as appropriate
Utilize electronic systems to make referrals to agencies
Work collaboratively with hospitals, other primary care agents, and community service providers to maintain a client-centred approach
Maintain appropriate documentation/case notes and client files
Keep accurate up-to-date statistical data for analysis and evaluation purpose and report data in a timely manner
Contribute to the development, improvement and evaluation of the service when required
Keep up to date on resources and search tools that can assist in supporting callers
Work closely and co-operatively with all partners
Follow agency protocols and procedures related to privacy and confidentiality
Work flexible hours, including weekends, based on the needs of the clients and the Service
Support peers
Ensure that anti-oppression, community development, and harm reduction principles are achieved in the program
Participate in team and unit meetings and promote the healthy functioning of the team and unit
Participate in ongoing training and education as required
Participate in regular supervisory sessions and annual performance appraisals with the program manager
Perform other related duties as required

Requirements

Bachelor Degree in Social Work or related degree
Registration with the Ontario College of Social Workers and Social Service Workers or a respective regulatory body
Demonstrated experience working with older adults and caregivers
2 years related experience in telephone counseling/support and crisis intervention experience
Demonstrated intake/triage experience and strong assessment skills
Self-directed and independent, but also experienced in working collaboratively with others
Demonstrated customer service and interpersonal skills
Demonstrated experience in crisis response/intervention, supporting people with mental health/substance use and commitment to a harm reduction approach
Demonstrated knowledge and experience in supporting older adults with geriatric issues such as dementia/responsive behaviours
Strong ability to build relationships with a variety of individuals
Excellent oral and written English fluency
Excellent communication skills (verbal and written)
Cultural competency with ability to community clearly with individuals from diverse ethno-cultural backgrounds and levels of abilities
Thorough knowledge and skills in the use of community resources
Strong administrative, organizational skills
Applied computer skills (MS word, Excel, databases and Internet)
Experience in outreach, public presentations and workshops
Demonstrated ability to exercise good judgment, flexibility and contribute to the effective functioning of a team
Effective problem-solving and conflict management skills
Demonstrated ability to follow policies, procedures and adherence to legislation
Ability to communicate in a second language is an asset

Skills

Telephone counseling
Crisis intervention
Assessment
Triage
Customer service
Interpersonal skills
Crisis response
Mental health support
Substance use support
Harm reduction
Geriatric issues support
Dementia support
Responsive behaviours support
Relationship building
Oral communication
Written communication
Cultural competency
Community resource knowledge
Administrative skills
Organizational skills
MS Word
MS Excel
Databases
Internet
Outreach
Public presentations
Workshops
Judgment
Flexibility
Teamwork
Problem-solving
Conflict management
Policy adherence
Procedure adherence
Legislation adherence

Location

815 Danforth Avenue, Toronto, Ontario

Work Type

Permanent Full Time
Hybrid

Experience Level

2 years related experience

Education Level

Bachelor Degree in Social Work or related degree
Registration with the Ontario College of Social Workers and Social Service Workers or a respective regulatory body

Salary/Compensations

External Rate: $60,859.98
Internal Rate: $62,102.02

About the Company

WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities.
A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity.
Visit www.woodgreen.org to learn more about who we are and to review our Equity Statement.

Equal Opportunity

WoodGreen is an equal opportunity employer.
We are committed to providing an inclusive and barrier-free selection process and work environment.
If contacted in relation to an employment opportunity, please advise our People & Culture representatives at careers@woodgreen.org of the accommodation measures required.
Information received relating to accommodation will be addressed confidentially.