Mental Health Worker, Crisis Centre First Contact

CMHA Middlesex - London, ON (26 days ago)

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Job Summary

The Mental Health Worker, Crisis Centre-First Contact will perform duties and responsibilities consistent with providing short-term support for individuals attending the Mental Health and Addictions Crisis Centre. The Mental Health Worker will ensure safety of individuals served, encourage empowerment and crisis resolution while maintaining a calm and respectful environment for all. This is a part-time, permanent role, which comprises 24 hours per bi-weekly period (0.34 FTE). Initially hours will be 24 hours bi-weekly during the overnight hours of operation on Fridays and Saturdays every other weekend. However, effective October 6, 2019, hours will transition to Saturday and Sunday days from 7:00am to 7:00pm. Depending on availability, part-time staff will be eligible for additional Relief shifts (rotating shifts in a 24/7 program) up to a maximum of 44 hours per week, at their discretion.

Successful candidates must have a Police Vulnerable Sector Check completed in the last six months. In order to avoid delays in beginning a position, interested applicants who reside in the City of London and are in need of a Police Vulnerable Sector Check (PVSC) are encouraged to apply for one as soon as possible as PVSCs in the City of London are currently taking approximately 5 weeks to be delivered and offers of employment cannot be made without receipt of a PVSC.

Job Description and Primary Responsibilities

Direct Service:

  • Respond to in-person and phone referrals for service to the Crisis Centre
  • Work collaboratively with referral sources to ensure a smooth transition to services for individuals served
  • Contribute to a welcoming and supportive environment for individuals attending the Crisis Centre
  • Complete mental health and addictions assessments and interventions based on the theory of crisis management including rapid response, risk assessment, de-escalation, stabilization, and referral to determine individual needs and level of risk
  • Utilize interventions consistent with a harm reduction approach for individuals with substance abuse problems.
  • Establish a therapeutic relationship to maximize the benefits of engagement between the staff person and the individual
  • Provide short-term follow-up support to bridge the gap from referral to engagement with a longer-term support service as needed
  • In partnership with the individual being served, coordinate and facilitate linkages to appropriate services and supports in the community
  • Advocate as necessary in order to facilitate access to services and supports with the objective of remediating the immediate crisis situation
  • Provide information regarding resources found within both the broader mental health system and the community in general
  • Engage Emergency Services when it is determined that additional intervention is required
  • When appropriate, act as a liaison with caregivers and/or support providers who are involved with the individual to facilitate a coordinated approach to service provision
  • Provide referrals to other services within the organization such as the CAT team and Transitional Case Management Team, as necessary
  • Provide health teaching and information regarding a variety of coping techniques and strategies, e.g. grounding, breathing techniques, self-care, nutrition, sleep hygiene, techniques to enhance overall well-being, the completion of crisis plans
  • Provide individual follow-up as determined to be necessary and/or appropriate


  • Serve as initial contact in greeting and directing individuals-served, staff and guests with a primary focus on providing a welcoming environment to all site visitors
  • Ensuring that all enquires are addressed in a timely manner
  • Work collaboratively with co-workers to ensure the effective flow of relevant information between co-workers as well as to individuals-served and site visitors (including messages, service information, organizational and site-specific information)
  • Ensure that reception areas are maintained in a manner that is tidy and inviting, and that public bulletin boards and brochure supply areas are kept current and accessible
  • Operate telephone system – answer, screen and forward telephone calls, record and relay information
  • Ensure sign in book is updated to assist in tracking of all persons in the building as per Health and Safety requirements
  • Retrieve and bring the sign in book when an evacuation of the building has occurred in order for a roll call to be completed
  • Retrieve, sort, date stamp correspondence, and distribute accordingly
  • Coordinate and distribute all incoming e-mails to the general e-mail account, all incoming faxes, and all incoming postal mail

Team Work:

  • Work collaboratively with Crisis Centre staff to provide a seamless, person-centred approach
  • Participate as an active member of a multi-disciplinary team
  • Attend and actively participate in staff and group meetings
  • Coordinate work, as needed, with co-workers
  • Act as a resource to other staff
  • Seek out and listen to input from other staff
  • Provide support and encouragement to other staff as needed, (e.g., assistance with challenging individuals, coverage for vacation, sick time)
  • Share responsibility for work loads
  • Contribute to a positive team environment
  • Other duties as required

Job Specifications

Required Qualifications:

  • Post-secondary education in a relevant field of study e.g. social work, psychology, or a related discipline
  • Training in crisis intervention and crisis resolution, including ASIST
  • Extensive knowledge of community resources, service & support programs, and barriers individuals face in accessing same
  • Working knowledge of a variety of treatment, intervention, and support strategies for mental health and addictions
  • Computer literacy
  • Minimum of 3-5 years’ experience working in mental health
  • Minimum of 2 years’ experience in mental health crisis intervention
  • Experience with, and detailed knowledge of, mild, moderate & serious mental illnesses, usually gained by several years of working with this population
  • Experience working in a community-based setting; preferably with an established network of service & support resources
  • Ability to assess level of risk
  • Current, clear Police Vulnerable Sector Check (PVSC)
  • Ability to attend work regularly

Preferred Qualifications / Experiences / Qualities:

  • Proficiency in the areas of crisis intervention, crisis resolution, and community support
  • Written and verbal communication skills
  • First Aid & CPR, WHMIS
  • Bilingual in both official languages is an asset

Hours of Work

  • 24 hours per two-week period
  • Initially, hours will be predominantly Friday and Saturday nights on alternating weekends; however, effective October 6, 2019, hours will transition to Saturday and Sunday days from 7:00am to 7:00pm
  • Shifts will be scheduled based on program needs and may vary as per the schedule for this 24/7 program; shifts may include days, evenings, nights, and weekends

Job Type: Part-time


  • English (Preferred)
  • French (Preferred)