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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 involves training new responders, implementing quality assurance measures, conducting performance assessments, offering real-time coaching, and fostering a positive and inclusive work environment. The training coordinator will collaborate with the supervision team and hub leadership to enhance service delivery and professional development opportunities.

Responsibilities

Deliver training sessions to volunteers and staff responders, employing effective facilitation techniques.
Provide ongoing support and guidance to trainees, addressing questions, concerns, well-being and challenges.
Foster a safe, positive, and inclusive learning environment that promotes teamwork and personal growth.
Support the intake process from application submission through candidate selection, interviews, and training commencement.
Support the management of all documents related to trainee files and progress tracking.
Assign mentoring shifts, schedule role-plays and technical overviews as needed.
Assist with reviewing trainees’ homework and Learning Management System (LMS) submissions.
Review trainee contact reports from mentoring shifts.
Stay updated on best practices and emerging trends in crisis intervention and suicide prevention.
Coordinate efforts with the training team to ensure consistency in training content and delivery.
Participate in team meetings to discuss training strategies, challenges, and progress.
Contribute to the continuous improvement of training materials and processes.
Monitor trainees' performance, provide timely feedback, and assess their proficiency in crisis intervention skills and suicide safety assessments.
Collaborate with other members of the hub team to coordinate training opportunities, continuing education, or professional development.
Participate in a coordinator on-call weekly call rotation.
Ensure adherence to program standards, policies, procedures and guidelines.
Support CAMH and 9-8-8 training and program delivery as required.
Perform other duties as required/assigned.

Requirements

Must have a dedicated, private workspace within their home and secure internet access.
Must possess a post-secondary degree in a related field.
Minimum of 2 years of Crisis/distress centre experience required (1 year as a responder and 1 year as a supervisor).
Must have sound knowledge of the principles and skills relating to crisis intervention and best practices in suicide prevention.
Ability to remain calm under pressure, demonstrate empathy, flexibility, and adaptability.
Possess excellent listening and communication skills in English.
Must have a collaborative approach and the 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.
Must be reliable and flexible to work various shifts.
Must adhere strictly to confidentiality policies as outlined by 9-8-8: Suicide Crisis Helpline and CAMH.

Skills

Crisis intervention
Suicide prevention
Facilitation techniques
Performance assessment
Real-time coaching
Teamwork
Communication skills
Interpersonal skills
Listening skills
Empathy
Flexibility
Adaptability
Collaboration
Sensitivity
Diplomacy
Reliability

Location

Remote

Work Type

Full-time
Permanent
Remote

Experience Level

2 years of Crisis/distress centre experience (1 year as a responder and 1 year as a supervisor)

Education Level

Post-secondary degree in a related field

Salary/Compensations

Hiring Salary Range: $71,460.03 – $89,325.04 per year
Full Salary Range: $71,460.03 – $107,190.05 per year

Benefits

Extended health and dental coverage
HOOPP defined benefit pension plan
Paid vacation and sick leave
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.
9-8-8 is Canada’s official three-digit national helpline for suicide prevention and emotional distress, available 24/7/365.
CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto.
CAMH's mission is to support teaching, research, and clinical care across the hospital.
CAMH is dedicated to equity, diversity, and inclusion, fostering an inclusive, respectful, and discrimination-free workplace.
CAMH's core values are Courage, Respect and Excellence.
CAMH is implementing its Strategic Plan: Connected CAMH, to transform lives, ignite innovation and discovery, revolutionize education and drive social change.
CAMH's mission is to change the way society thinks about and responds to mental illness, aiming to eliminate prejudice and discrimination.
CAMH aims to 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.
If you require accommodations during the application or recruitment process, please let us know.