988 Hub Coordinator - 988 Hub

Job Description

CAMH is the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada, that launched on November 30, 2023. 9-8-8 is Canada’s official three-digit national helpline for suicide prevention and emotional distress. This ground‑breaking service is available 24/7/365 and accessible to everyone from coast to coast to coast.

The 9-8-8 National Hub plays a pivotal role in providing front-line service for the 9-8-8 Suicide Crisis Helpline. The 9-8-8 National Hub provides 24/7 service via phone and text modalities.

We are currently seeking a full-time, temporary (until April 2, 2027) 9-8-8 Hub Training Coordinator to join the National Hub training team. 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 for responders and supervisors.

• Deliver training sessions to volunteers and staff responders, employing effective facilitation techniques to engage participants and enhance learning
• Provide ongoing support and guidance to trainees, addressing questions, concerns, well‑being and challenges during the training process
• 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 as needed
• Stay updated on best practices and emerging trends in crisis intervention and suicide prevention to ensure the training program remains current and effective
• Work closely with the training team to coordinate efforts and 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 based on feedback and evaluation results
• 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 for staff responders and supervisors
• 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
• Other duties as required/assigned

The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. The training coordinator is required to have a dedicated, private workspace within their home and secure internet access.

The successful candidate must possess a post‑secondary degree in a related field and a 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 and the ability to remain calm under pressure, demonstrate empathy, flexibility, and adaptability in varying situations, and possess excellent listening and communication skills in English. It is required that a successful candidate has a collaborative approach and the ability to work as a part of a team.

You will have the ability to work with individuals from diverse ethno‑racial and cultural backgrounds, teams and stakeholders and demonstrate high levels of sensitivity and diplomacy. The candidate should have strong interpersonal…