Crisis Line Support Worker - Full-time, Evenings

YWCA Westman; Brandon; On-site; CAD 35,000 - 39,000; Full time

Benefits offered by this job

Vacation entitlement 3 weeks per year

Paid sick days

Group health benefits for full-time

Pension plan (Community Agency Benefit

Employee Assistance Program

Training and development opportunities

MGEU union membership

Job summary

YWCA Westman in Brandon, MB is seeking a Crisis Line Support Worker for an evening, full-time role. The position focuses on crisis line responses, safety planning, trauma-informed care, and connecting clients to community resources.

You will log calls and intake information into the client database while maintaining confidentiality. The role requires empathy, excellent communication, ability to work in a fast-paced environment, and a commitment to non-judgemental support.

Qualifications

• Diploma or degree in humanities or related fields is an asset.
• Emergency First-Aid and CPR certification required.
• ASIST certificate or equivalent crisis intervention training preferred.
• Clear Adult/Child Abuse Registry and Criminal Record Check.

Responsibilities

• Answer crisis line calls via phone, messages, and social media.
• Provide crisis support, assessments, planning and service implementation.
• Log calls and intake information into client database accurately.
• Offer crisis intervention, counselling, safety planning and referrals.
• Maintain confidentiality and coordinate with shelter services as needed.

Skills

Trauma-informed care

Harm reduction

Empathy and listening

Crisis intervention

Strong written/verbal comms

Client assessment

Education

Diploma/Degree in humanities or related

Emergency First-Aid & CPR

ASIST certificate

Crisis intervention training

Adult/Child Abuse Registry & CRC

Job description

Career: Crisis Line Support Worker – Full-time, Evenings

Salary & Benefits

Wage: $25.15-$28.15/hour; 3 weeks Vacation Entitlement per year; Paid Sick Days; Discretionary Pay; Employee Assistance Program; Group Health Benefits for Full Time Employees; Community Agency Benefit Pension Plan; Membership in MGEU; Training and Development opportunities.

Job Description

The ideal candidate for this role is an empathetic person with a passion for helping others in crisis situations. This individual is caring, supportive and driven by the impact the YWCA has on the community.

Purpose: The purpose of the Crisis Line Support Worker is to answer crisis line calls and provide crisis support, assessments, planning and implementing services for individuals experiencing family abuse/violence. The Crisis Line Support Worker will understand the principles of harm reduction, trauma-informed care and a strength-based, client-focused service and will be able to support clients through these lenses. This position will also be responsible for starting intake process as needed, including logging all calls and intake information to the client database. se:

Duties & Responsibilities:

• Answering crisis communication via phone, messages, and social media inbox.
• Utilizing a trauma-informed care and strength-based approach to provide troubleshooting, support and advocacy as well as providing alternative resources when required.
• Performing assessments, support, planning and implementing services for individuals experiencing family abuse/violence.
• Provide crisis intervention, counselling, abuse education, development of safety plan, resources information and referrals to clients.
• Managing client intakes and assessment, including creating client files, entering information into internal system, processing paperwork.
• Effectively managing intake and other paperwork, this includes ensuring all information from client interactions is logged in internal systems and notes are updated regularly.
• Assisting with general client and facility care; cooking, cleaning and answering doors
• Answers and accurately directs phone calls and other inquiries positively and professionally.

Strengths and Knowledge:

• Experience working from Trauma Informed/Harm Reduction lens is essential.
• A thorough understanding of the issue of violence against women and their children including the types of abuse, family impact, related historical, societal, and power issues.
• Knowledge on resources available in the community.
• Clinical counselling and assessment skills.
• The ability to approach situations without judgement and meet people where they are.
• The ability to make connections, build trust, and maintain positive relationships with clients.
• Strong organizational skills to support client file maintenance.
• Strong attention to detail.
• Strong written and verbal communication skills.

Working Conditions:

Physical: This position is office-based at a sit-down desk. It requires meeting clients, walking and interacting with others in the facility. It also includes cleaning and cooking duties.

Mental Health: This position will be exposed to crisis situations such as witnessing women and children in distress/crisis.

Educations & Experience

The ideal candidate will possess:

• A Diploma or Degree in the humanities such as Applied Counselling, Social Work, Psychology, Sociology, or alike is considered an asset.
• A current Emergency First-Aid and CPR Certificate.
• A current A.S.I.S.T. certificate.
• Other related education in crisis intervention, domestic violence, addictions.
• A Satisfactory Adult and Child Abuse Registry and Criminal Record Check.
• Experience working in crisis situations including the ability to analyze the situation and determine the appropriate support needed.
• Experience working in a 24/7 shelter environment is considered an asset.