Crisis Support Helpline Counselor

Reach Hire; Calgary; On-site; CAD 42,000 - 66,000; Full time

Job summary

FearIsNotLove, operating Calgary Women’s Emergency Shelter, seeks a Helpline Counsellor to provide compassionate crisis support and information on domestic violence resources. You will be the first point of contact, assess needs, refer to internal and external services, and support shelter admissions.

The role requires a Diploma or Degree in Human Services, 2+ years in crisis work, and relevant certifications.

Qualifications

• Diploma in Human Services or related field required.
• Degree in Human Services or related field preferred.
• Minimum 2 years of related experience required.
• 2+ years experience directly supporting people in crisis from domestic violence and abuse preferred.
• Knowledge of community resources available to individuals experiencing domestic violence and abuse.
• Knowledge of resources for mental health, housing, financial resources and legal support.
• If eligible for registration with a professional body, registration must be current.
• First Aid, ASIST and other certifications are required.
• Previous experience with administrative duties.
• Experience working with men in crisis is an asset.
• Second language would be an asset.

Responsibilities

• Answering the four main phone lines operated by the Connect Domestic Violence and Abuse Helpline, including the main Helpline, YW Crisis Line, Men’s resource line and the Men’s Counselling line.
• Answer calls in a welcoming manner, upholding the dignity of callers and ensuring they feel safe and validated.
• Providing telephone crisis counselling, risk assessments, information and support to assist individuals who are fleeing domestic violence.
• Respond to individuals seeking general information regarding domestic violence resources and services at FearIsNotLove and in the community.
• Respond to AskforHelp emails during their scheduled shift.
• Respond to and contact Clare’s Law referrals received by the agency.
• Provide telephone support to male identifying callers seeking support for mental health and well-being.
• Provide telephone crisis counselling, assessment and intervention to individuals who use violence in their relationships and seeking immediate support.
• Manage risk with clients, escalate concerns to supervisors as needed.
• Provide online chat support to individuals using the agency’s online chat service.
• Complete all required documentation before end of each shift.
• Collaborate with Calgary Women’s Emergency Shelter staff and other departments for referrals and inquiries.
• Complete referrals to FearIsNotLove and YW Programs as per client needs.
• Update occupancy in ShelterLink during shift.
• Collaborate with YW Calgary shelter and outreach teams for client inquiries.
• May monitor electronic security systems and interface with clients onsite when needed.
• Ensure clients feel safe and access a shelter counsellor if required.
• Ensure compliance with Accreditation Standards and maintain police/IRC checks and training.
• Ensure client files meet accreditation standards and policies.
• Other duties as assigned.

Education

Diploma in Human Services

Degree in Human Services

Job description

FearIsNotLove, operating Calgary Women’s Emergency Shelter, seeks a Helpline Counsellor to provide compassionate crisis support and information on domestic violence resources. You will be the first point of contact, assess needs, refer to internal and external services, and support shelter admissions.

The role requires a Diploma or Degree in Human Services, 2+ years in crisis work, and relevant certifications.