Crisis Response, Community Led (CRCL) Dispatcher

Purpose Society; New Westminster; On-site; CAD 37,000 - 40,000; Full time

Job summary

Lower Mainland Purpose Society for Youth and Families (Purpose Society) is seeking a Crisis Response, Community Led (CRCL) Dispatcher to join our team. You will be the first point of contact for crisis calls and texts, provide support and triage, and connect callers with CRCL crisis workers.

The role emphasizes de-escalation, culturally safe care, and collaboration with community resources to address immediate and long-term needs.

Qualifications

• 3 years of crisis de-escalation, mental health, substance use, and harm reduction experience.
• Knowledge of crisis assessments, trauma-informed practice, and recovery-oriented approaches.
• Ability to maintain a non-judgmental and non-stigmatizing approach.
• Current First Aid and CPR certification.

Responsibilities

• Receive requests over the phone or text for crisis assistance and connect with CRCL crisis workers.
• Assess information quickly to determine urgency and triage for the CRCL team.
• Liaise between caller and CRCL team and update on status of the person in crisis.
• Use assessment tools to determine urgency and involve the team or emergency services as needed.
• Develop service plans addressing immediate, intermediate and long-term client needs.
• Maintain accurate clinical and non-clinical records and reports.
• Perform other duties as assigned.

Skills

Crisis de-escalation

Trauma-informed practice

Verbal communication

Written communication

Problem solving

Non-judgmental approach

Stress tolerance

Willingness to train

Education

Degree or Diploma in mental health or Counselling or Social Work

Job description

Lower Mainland Purpose Society for Youth and Families (Purpose Society)

Position: Crisis Response, Community Led (CRCL) Dispatcher

Work Site: 40 Begbie St., New Westminster BC

Salary: $27.00 - $29.00 (depending on experience)

Hours: 3:00pm-11:30pm (Tuesday - Saturday), Full time

3:00pm-11:30pm (Sunday & Monday), Part time

Who We Are

Purpose Society is a community-based multi-service organization dedicated to delivering comprehensive programs for children, youth, and families. We focus on enhancing well-being, strengthening family functioning, and promoting personal responsibility through a client-centered approach. Our services are provided in a safe, respectful environment that values diversity and community connection.

The Opportunity

We are seeking a passionate and committed CRCL Dispatcher to join our innovative team and make a meaningful difference in our community. The Crisis Response, Community Led (CRCL) team provides an alternative to the presence of police personnel at mental health crisis calls in New Westminster. The teams offer crisis support services that integrate cultural safety protocols and holistic care options for callers aged 13 years and older. This program aims to reduce the harms experienced by people who have mental health and addictions challenges as well as Black, Indigenous, racialized, LGBTQ2+ and other marginalized individuals.

In this role, you will

As Dispatcher, the applicant is the first point of contact for calls and texts directed to the CRCL Program. The applicant will provide support, consultation, and assessment via telephone and text message for crisis situations. The applicant will triage all incoming requests for service, supporting the team to initiate community care plans and resource community supports.

What You’ll Do

• Receive requests over the phone or through text for crisis assistance and connects with the CRCL crisis workers to respond as appropriate.
• Quickly and accurately engages in assessments and obtains all information needed to assist CRCL team in responding to crisis calls.
• Gather and share vital and relevant information, liaising between caller and CRCL team, updating team of status/status change of person in crisis.
• Use assessment and screening tools to determine urgency and involves CRCL team or other emergency services, depending on severity and needs of individual and care provider(s) onsite.
• Incorporate knowledge, skill and ability in crisis assessment and intervention, de-escalation, harm reduction, suicide prevention, anti-oppressive practice, trauma-informed practice and culturally competent care to support individuals and families experiencing a crisis.
• Develop service plans to address immediate, intermediate and long-term client needs.
• Maintain accurate and timely clinical and non-clinical records and reports.
• Perform other duties as assigned.

What We Are Looking For

• Degree or Diploma in mental health or Counselling or Social Work.
• A minimum of 3 years of experience in the field of crisis de-escalation, mental health, substance use, and harm reduction.
• Knowledge of crisis assessments, concurrent disorders, homelessness, crisis intervention strategies, trauma-informed practice, strengths-based models, client-centred and recovery-oriented approaches.
• Understanding and knowledge of working with persons with mental health and/or addictions issues as well as an understanding of systemic barriers and social determinants of health.
• Knowledge of systemic and structural factors that impact Black, Indigenous, racialized and LGBTQ2S+ communities.
• Knowledge of available programs and services, their interrelationships, and their function in delivering care in the community.
• Knowledge of common drugs, their effects, and the toxic drug crisis. Advanced overdose recognition and response training is an asset.
• Current First Aid and CPR certification.
• Ability to maintain a non-judgmental and non-stigmatizing approach is required.
• Ability to tolerate stress and deal with a wide range of medical, mental health, substance related and emotional issues.
• Strong verbal and written communication and problem-solving skills.
• Willingness to participate in on the job on-going training and take outside training.
• A valid Class 5 driver’s license is desirable.

Required

• 3 Professional references from supervisors
• Criminal record check
• Valid First Aid Certificate (Basic First Aid CPR-A or equivalent)

Why Work With Us

Join our mission-driven organization and help create positive change in people’s lives. By working with us, you’ll be part of a dedicated team that:

• Provides essential services to vulnerable populations
• Fosters personal growth and healthy decision‑making
• Contributes to community well-being in the Lower Mainland

If you are passionate about making a difference and want to be part of a dynamic, values‑driven team, the Lower Mainland Purpose Society for Youth and Families is the place for you.