Crisis & Resource Counsellor; -CC

Crisis & Resource Counsellor
-CC)

Employment Type: 12-month Contract (Contract Salary, Bargaining Unit, 1 Vacancy)

Work Hours: 37.5 hours/week Monday‑Friday 12pm‑8pm, with some holiday and weekend shifts (10am‑6pm) earning lieu time

Work Setting: Hybrid

Salary: $59,144.78

Final date to receive applications: January 12, 2025, by 11:59 pm

Wood Green is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity. We are committed to building an inclusive and diverse workforce, representative of the communities we serve.

We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons, women, persons with disabilities, 2

SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.

Toronto Seniors Helpline aims to provide access and navigation to services and supports for seniors (and those caring for them) in Toronto through telephone calls and electronic systems. It assists with smooth transfers, improved coordination and access between the Community Service Sector, the Home Care sector, hospitals, primary care and other parts of the healthcare system. It is also a coordinated point of access for seniors’ mental health and addictions crisis.

Staff screen and assess crisis calls to provide appropriate de‑escalation and support, and to triage to in‑person crisis intervention/short‑term crisis management or other referrals. The Helpline also offers supportive counselling for seniors and caregivers to address isolation and mental health challenges. It is integrated with the Crisis Outreach Service for Seniors (COSS), the Community Behaviour Support Outreach Team, Les Centres d’Acceuil Heritage and Home and Community Support Services.

• Respond to telephone and web chat referrals and requests for service and information
• Conduct initial screening using standardized assessment tools and protocols to determine the most appropriate response
• Assess risk and safety to determine the caller’s level of risk to self or others
• Provide supportive counselling, crisis de‑escalation, and telephone‑based short‑term case management services as appropriate
• Utilize electronic systems to make referrals to agencies
• Work collaboratively with hospitals, primary care agents, and community service providers to maintain a client‑centred approach
• Maintain appropriate documentation and case notes
• Keep accurate up‑to‑date statistical data for analysis and evaluation purposes and report data in a timely manner
• Contribute to the development, improvement and evaluation of the service when required
• Keep up to date on resources and search tools that can assist in supporting callers
• Work closely and co‑operatively with all partners
• Follow agency protocols and procedures related to privacy and confidentiality
• Work flexible hours, including weekends, based on client and Service needs
• Support peers
• Ensure that anti‑oppression, community development, and harm reduction principles are achieved in the program
• Participate in team and unit meetings and promote the healthy functioning of the team and unit
• Participate in ongoing training and education as required
• Participate in regular supervisory sessions and annual performance appraisals with the program manager
• Perform other related duties as required

• Bachelor’s Degree in Social Work or a related degree
• Registration with the Ontario College of Social Workers and Social Service Workers or a respective regulatory body
• Demonstrated experience working with older adults and caregivers
• Two years related experience in telephone counseling, support and crisis intervention

• Demonstrated intake and triage experience and strong assessment skills
• Self‑directed and independent, but also experienced in working collaboratively with others
• Demonstrated customer service and interpersonal skills
• Demonstrat…