Crisis Line Coordinator

Position Summary:

Together with the Crisis Line Manager, this position is responsible for all aspects of providing and maintaining 24 hour per day support lines to talk & text callers in the Central Okanagan and beyond as part of a national, provincial, regional and local network system. Key tasks include, but are not limited to, volunteer and staff management including recruitment, training, supervision and retention of responders, ongoing connection with the networks in regards to quality assurance and service delivery.

Reporting Structure:

Reports to Crisis Line Manager

Prime Functions:

Plan and organize the Crisis Line (CL) programs.

Working with the CL Manager develop and implement goals and objectives for the CL programs which reflect the mission of the organization and follow with the findings of the strategic plan

Assess the need for volunteer & paid responders to enhance program delivery

Conduct ongoing evaluation of the programs and services delivered by responders and implement improvements as necessary and in collaboration with the CL Manager

Oversee, administer, and review policies and procedures which guide the CL programs and services, and reflect the overall values of the organization

Administer forms and records to document the CL program activities

Support the Crisis Line team

Orient & train CL responders to increase their understanding of the organization, its service users, its services and the roles and responsibilities of CL responders

Ensure that CL responders are given appropriate ongoing training to be successful in their positions

Ensure all manuals are up-to-date and accurate (including training manuals)

Ensure responders complete observation shifts successfully prior to covering shifts independently

Ensure that responder check-in procedures are followed and records of hours are maintained according to established procedures

Ensure that responders receive the appropriate level of supervision

Plan and implement regular in-service meetings and ongoing training on relevant topics

Assist with conflict resolution among participants (callers), staff and volunteers according to established procedures

Administration of the Crisis Line program

Schedule and monitor shift coverage

Ensure local and national responder call reports are read daily and appropriate feedback is provided as required

Ensure calls are listened to for quality assurance and necessary feedback is provided to facilitators and responders

Maintain the iCarol & Genesys operating systems (including additions and deletions of responders)

Ensure the maintenance of the line rooms (up-to-date resources available, clean linens, systems working, etc.)

Ensure that responders work in a safe, healthy, and supportive environment in accordance with all appropriate legislation and regulations

Be available to responders for debriefing and emotional support; there may be times that this is required outside of normal working hours based on KCR on call schedule

Provide supervision for the CL Facilitators which includes scheduling regular meeting for the sharing of information and resources, delegating tasks, and providing feedback as required

In collaboration with the CL Manager – provide support to the paid responders – which includes scheduling and hosting joint meetings with all CL paid staff for the sharing of information and resources, delegating tasks, and providing feedback as required

Complete a monthly report to be submitted to Board of Directors via CL Manager

Administer and monitor expenditures for components of the program against the approved budget

Participate in KCR activities including staff meetings & staff work social events, supervision meetings, and others as arise

Volunteer engagement and support

Promote the volunteer program to gain community support of the program and the organization

Develop and implement effective strategies to recruit the right volunteers with the right skills – maintain a pool of no less than 50 active volunteers

Review, update and implement an intake and interview protocol for potential volunteers to ensure the best match between the skills, qualifications, and interests of the volunteers and the needs of the program

Implement a screening process for potential volunteers according to accepted screening standards and practices including personal interviews, reference checks, Criminal Record Checks

Determine suitability for volunteers who wish to work remotely and ensure appropriate space is available to ensure adherence to KCR policies and procedures and ensure appropriate supervision and support is being provided

Identify volunteer assignments that provide meaningful work for volunteers and write the volunteer position descriptions

Plan and implement formal and informal volunteer recognition activities to recognize the contribution of volunteers to the organization

Evaluate the contribution of each volunteer on an annual basis

Prepare an annual report on the contribution of the volunteer program to the organization 

Qualifications:

Post-secondary education in a relevant field with preference to a degree

Minimum of three years related experience in volunteer management and/or mental health services

Excellent interpersonal, cross-cultural, written and verbal communication skills – outgoing, positive and friendly personality

Proven ability to recruit, train and retain volunteers

Demonstrate computer proficiency

Expertise to work with participants suffering from social, emotional and mental health issues

Able to maintain professional boundaries and support others to maintain their boundaries

Crisis Intervention training / Suicide Training would be an asset

Benefits:

3 weeks vacation

Paid sick leave

Group benefits include extended health, dental, and paramedical

Health spending account

Pension contribution

Application Process:

KCR Community Resources welcomes and encourages applications from people with diverse abilities. We will strive to provide reasonable accommodations, accessible formats, and communication support upon request to people with diverse abilities in all aspects of the recruitment and selection process.

If you require accommodation as part of the application process, please contact [email protected]

About KCR Community Resources:

KCR is a not-for-profit agency fostering diversity, collaboration, and resourcefulness by tailoring services to meet the community, family, and individual needs. We believe in a community where individuals and families are supported in leading healthy, productive, and fulfilling lives.

We value inclusion and relationships built on mutual trust, recognizing each other's contributions, expertise, and opinion. We strive to create a safe and welcoming work environment where collaboration and valuing people's strengths are at the core of our day-to-day interactions.