Competition: (2025-300-CC)Crisis & Resource Counsellor (2025-300-CC)Employment Type:Casual, Bargaining Unit (1 Vacancy)Work Hours:Weekend/holidays shifts (10am – 6pm) as well as evening shifts (5pm – 8pm or 6pm – 8pm) Monday – FridayWork Setting:
Salary:Hybrid - Opportunity to work remotely after orientation & training period
G - $26.41/hourApplication Deadline:May 30, 2025, by 11:59 pmProgram Overview – Toronto Seniors Helpline, Community Care
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. Toronto Seniors Helpline 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 health care system. Toronto Seniors Helpline is also a coordinated point of access for seniors' mental health and addictions crisis. Toronto Seniors Helpline staff screen and assess crisis calls in order to provide appropriate de-escalation and support as well as triaging to in-person crisis intervention/short-term crisis management or other appropriate referrals. Toronto Seniors Helpline also offers supportive counseling for seniors and caregivers to address isolation and mental health challenges. Toronto Seniors Helpline 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.
What You Will Do

• Respond to telephone and web chat referrals/requests for service and information
• Conduct initial screening using standardized assessment tools and implementing protocols to determine the most appropriate response to the call/referral.
• 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, other primary care agents, and community service providers to maintain a client-centred approach.
• Maintain appropriate documentation/case notes and client files.
• Keep accurate up-to-date statistical data for analysis and evaluation purpose 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 the needs of the clients and the Service.
• 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.

What You Bring to the Team

• Bachelor Degree in Social Work or 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
• 2 years related experience in telephone counseling/support and crisis intervention experience.

What Will Set You Apart

• Demonstrated intake/triage experience and strong assessment skills.
• Self-directed and independent, but also experienced in working collaboratively with others
• Demonstrated customer service and interpersonal skills.
• Demonstrated experience in crisis response/intervention, supporting people with mental health/substance use and commitment to a harm reduction approach
• Demonstrated knowledge and experience in supporting older adults with geriatric issues such as dementia/responsive behaviours
• Strong ability to build relationships with a variety of individuals.
• Excellent oral and written English fluency.
• Excellent communication skills (verbal and written)
• Cultural competency with ability to community clearly with individuals from diverse ethno-cultural backgrounds and levels of abilities.
• Thorough knowledge and skills in the use of community resources.
• Strong administrative, organizational skills.
• Applied computer skills (MS word, Excel, databases and Internet).
• Experience in outreach, public presentations and workshops.
• Demonstrated ability to exercise good judgment, flexibility and contribute to the effective functioning of a team
• Effective problem-solving and conflict management skills
• Demonstrated ability to follow policies, procedures and adherence to legislation
• Ability to communicate in a second language is an asset.

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at [email protected] of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

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