Crisis Line Worker

Temporary-Starting on April 27th for 8 weeks

Location & Hours

Work location: On-site at 999 8th Street SW

Hours: Shifts between 5-8 hours long

What We Offer:

• Opportunity to work for an organization that’s making a difference in our community.
• A great working environment with supportive colleagues.
• Benefits as per Distress Centre's Policy Manual.

Who We Are:

For over 50 years, Distress Centre has served Calgary and Southern Alberta by providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident in being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective.

What to Expect:

The Crisis Line Worker (CLW) helps provide evening and weekend support to our service users in crisis through emotional support, information and referrals. This position will be answering and documenting incoming contacts from people in distress on our lines including crisis line, and our partner lines. Support on the lines includes assessing suicide risk, exploring service users’ concerns, clarifying feelings, and helping the service user create a plan of action. The Crisis Line Worker reports to a Crisis and 211 Team Lead and receives direction, instruction and feedback from Contact Centre Coordinator during shifts.

We provide clear expectations, supportive supervision, and reasonable flexibility to help employees succeed in their work.

What You’ll Do:

This list highlights core responsibilities and is not exhaustive. Additional related duties may arise over time and will be discussed and supported by your supervisor.

Answering Crisis and Partner Lines (60%)

• The primary duty of this position is to answer crisis line calls, chats and text and provide support to individuals in crisis by following the Robert’s Model of Crisis Intervention.
• Offer safety follow-ups at the direction of the Contact Centre Coordinators (CCC)
• The Crisis Line Worker is responsible for alerting the CCCs if someone presents as high risk.
• Complete safety plans with individuals in crisis.
• Answering partner lines and provide support to callers. Take messages as required and document according to procedures.
• Coaching staff and volunteers, as needed.

Administration (20%)

• Document and record crisis contacts as per agency procedure.
• Assist with collection of statistical data by tracking and entering contact information to best serve the service users and for reporting to community and funders.

Other (20%)

• Meetings:
• Attend staff meetings and development opportunities as required.
• General Contact Centre maintenance including light housekeeping such as emptying the dishwasher, vacuuming, and cleaning work stations.

What You Bring:

Qualifications & Experience

• Completion of high school diploma.
• Additional coursework in a post-secondary human services program (such as social work, psychology, etc.) is preferred.
• Previous crisis line experience is an asset.
• ASIST (Applied Suicide Intervention Skills Training) Certification is an asset.
• Certification or willingness to obtain within the probationary period:
• Naloxone Administration Training
• Gender-Based Analysis Plus (GBA+)
• First Aid and CPR certification (not required but highly recommended)

Skills & Abilities

• Use established guidelines and critical thinking to assess situations and determine level of risk.
• Work independently during shifts and consult with the Contact Centre Coordinator when guidance or escalation is needed.
• Set and maintain clear boundaries with service users, including communicating assigned caller limits.
• Communicate clearly and professionally, both by phone and in written documentation.
• Use computer systems to enter information, access resources, and navigate multiple programs at the same time.
• Ability to sit for long periods of time.

How to Apply

Please submit your resume and cover letter through ADP.

Distress Centre is an inclusive workplace. If you require accommodation at any stage of the application or interview process, please contact hr@distresscentre.com – we’re happy to support you. We thank all applicants for their interest; only those selected for an interview will be contacted.