Crisis Support Worker

Job Description - Crisis Support Worker (Part-time)

Department: Crisis Support Team
Location:227 Victoria Street, Toronto, ON
Status: Part Time, Permanent
Shift - Monday to Friday, 4:00 p.m. – 8:00 p.m.;
Saturday and Sunday, 10:00 a.m. – 6:00 p.m
Hours: 18hours per week
Union/Non: This is a unionized position
Rate of pay: $30.73 per hour

This posting is for a new position within our organization.

The Crisis Support Worker is responsible for providing timely, compassionate, and trauma-informed crisis intervention to children, youth, families, caregivers, and community professionals accessing Youthdale's Crisis Support TEAM.

This position directly reports to:
Manager, Intake, Crisis and Outpatient Services

• Respond to incoming crisis telephone calls from children, youth, families, caregivers, schools, hospitals, community agencies, and other service providers.
• Complete initial crisis screening and determine level of urgency.
• Conduct suicide risk, self-harm, violence, and safety assessments within scope of practice.
• Provide immediate emotional support, de-escalation, and crisis intervention.
• Develop collaborative safety plans with youth and caregivers.
• Consult with Social Workers or Managers regarding high-risk situations.
• Activate emergency response procedures when required (EMS, Police, Mobile Crisis, Child Protection).

• Triage incoming referrals based on urgency and concerns.
• Determine the most appropriate internal or community-based service.
• Schedule client appointments with CST Social Workers.
• Coordinate same-day or urgent appointments when appropriate.
• Provide information regarding Youthdale programs and eligibility criteria.
• Support referrals to outpatient services, residential treatment, community mental health agencies, hospitals, Help Ahead, and other resources.
• Provide assistance with additional case management tasks as required
• Facilitate warm transfers whenever possible.
• Maintain knowledge of community resources and service pathways.

• Provide brief supportive counselling within scope of practice.
• Offer psychoeducation regarding mental health, crisis management, and available services.
• Support caregivers in understanding treatment recommendations.
• Assist families in identifying immediate coping strategies.
• Encourage engagement with ongoing treatment and community support.

• Complete accurate, objective, and timely progress notes in TREAT.
• Document all crisis contacts, risk assessments, safety plans, referrals, and consultations.
• Maintain confidentiality and comply with privacy legislation.
• Complete required incident documentation and Serious Occurrence reporting when applicable.
• Work collaboratively with Crisis Social Workers, Intake staff, Psychiatrists, and Community Partners.
• Participate in clinical consultations and case reviews.
• Communicate significant clinical concerns promptly.
• Support continuity of care during transitions between programs.

• Provide coverage to other departments.
• Support front-line staff with crisis as requested.

• Answer and direct crisis line calls professionally and efficiently.
• Monitor voicemail and electronic referrals.
• Assist with appointment scheduling and calendar management.
• Maintain resource databases and referral information.
• Prepare educational materials and resource packages for families.
• Track call volumes and service utilization data.
• Participate in quality improvement initiatives.

• Fosters positive, professional, and respectful relationships with children, youth, families, caregivers, staff, visitors, community partners, government officials, and professional…