The ideal candidate for this role is an empathetic person with a passion for helping others in crisis situations. This individual is caring, supportive and driven by the impact the YWCA has on the community.

Purpose: The purpose of the Crisis Line Support Worker is to answer crisis line calls and provide crisis support, assessments, planning and implementing services for individuals experiencing family abuse/violence. The Crisis Line Support Worker will understand the principles of harm reduction, trauma-informed care and a strength-based, client-focused service and will be able to support clients through these lenses. This position will also be responsible for starting intake process as needed, including logging all calls and intake information to the client database. se:

Duties & Responsibilities: 

• Answering crisis communication via phone, messages, and social media inbox.
• Utilizing a trauma-informed care and strength-based approach to provide troubleshooting, support and advocacy as well as providing alternative resources when required.
• Performing assessments, support, planning and implementing services for individuals experiencing family abuse/violence.
• Provide crisis intervention, counselling, abuse education, development of safety plan, resources information and referrals to clients.
• Managing client intakes and assessment, including creating client files, entering information into internal system, processing paperwork.
• Effectively managing intake and other paperwork, this includes ensuring all information from client interactions is logged in internal systems and notes are updated regularly.
• Assisting with general client and facility care; cooking, cleaning and answering doors
• Answers and accurately directs phone calls and other inquiries positively and professionally.

Strengths and Knowledge:

• Experience working from Trauma Informed/Harm Reduction lens is essential.
• A thorough understanding of the issue of violence against women and their children including the types of abuse, family impact, related historical, societal, and power issues.
• Knowledge on resources available in the community.
• Clinical counselling and assessment skills.
• The ability to approach situations without judgement and meet people where they are.
• The ability to make connections, build trust, and maintain positive relationships with clients.
• Strong organizational skills to support client file maintenance.
• Strong attention to detail.
• Strong written and verbal communication skills.

Working Conditions:

Physical: This position is office-based at a sit-down desk. It requires meeting clients, walking and interacting with others in the facility.  It also includes cleaning and cooking duties.

Mental Health: This position will be exposed to crisis situations such as witnessing women and children in distress/crisis.