Service Assistant

Distress Centre of Ottawa & Region; Ottawa; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading non-profit organization is seeking a Feedback Service Assistant to enhance the quality of crisis line operations. This role involves reviewing call reports, delivering constructive feedback, and fostering a supportive environment for responders. Ideal candidates will possess strong communication skills, attention to detail, and emotional intelligence. Flexible working hours and a collaborative team culture are offered.

Benefits

Flexible, remote-friendly role

Virtual training options

Collaborative team culture

Professional development opportunities

Qualifications

• Strong written communication skills to frame feedback constructively.
• Detail-oriented with analytical skills to detect inconsistencies.
• Emotional intelligence to support responder growth.

Responsibilities

• Review call reports and assess responder performance.
• Correct coding mistakes in reports for accuracy.
• Provide constructive feedback to responders.

Skills

Strong written communication

Detail-oriented

Emotional intelligence

Proficiency in technology

Capacity to work independently

Education

Post-secondary education

Job description

1 day ago Be among the first 25 applicants

The Feedback Service Assistant plays a key role in maintaining the quality and effectiveness of our crisis line operations. This role involves reviewing call reports, offering constructive feedback, highlighting responder strengths, and supporting overall safety and performance. Service Assistants ensure accuracy by correcting coding errors and flagging critical concerns such as confidentiality breaches, safety concerns, or procedural mistakes. In addition to technical accuracy, the role requires strong interpersonal and communication skills to provide feedback that is supportive and promotes growth and learning of our crisis line responders. While working as part of a larger team, this role is essential for upholding our high standards and building trusting relationships with responders.

Key Responsibilities

• Review Call Reports : Analyze and assess responder performance with a focus on clarity, accuracy, and alignment with the DCOR crisis line protocols and procedures
• Correct Coding Mistakes : Identify and fix errors in call reports to ensure accurate and reliable reporting and statistics.
• Deliver Constructive Feedback : Provide clear, structured, and actionable feedback using a strength-based approach to support responder development.
• Flag Concerns : Promptly report significant concerns such as breaches of confidentiality, and missed safety protocols
• Reinforce Strengths : Acknowledge what responders do well, highlight successful strategies, and maintain a thoughtful and positive tone throughout feedback.
• Foster Trust & Collaboration : Build rapport with responders by using empathy, respectful language, and encouraging communication with staff.
• Support Continuous Improvement : Contribute to a culture of learning and accountability by addressing errors in a constructive and timely manner.

Required Skills

• Strong written communication with the ability to frame feedback in a respectful, clear, and motivating and constructive way
• Detail-oriented and analytical, with the ability to detect tone, inconsistencies, and errors in reports
• Emotional intelligence and empathy to support responder growth and relationship building
• Comfort in discussing sensitive issues including suicide, mental health, crisis, safety concerns, and child abuse, as well as the ability to stay objective when giving feedback on these topics
• Proficiency in technology, with the ability to navigate various software platforms used by the organization.
• Capacity to work independently while maintaining ongoing communication with team members and staff / supervisors.

Assets

• A post-secondary education
• Prior completion of Responder training
• Completion of the Applied Suicide Intervention Skills Training (ASIST) workshop
• Previous experience in escalation management or a feedback-based role

Hours of Work

• Minimum 20 hours bi-weekly
• Working hours are flexible, and Service Assistants may choose when to begin their shifts within available time blocks (morning, afternoon, evening, or overnight)
• Each shift must be a minimum of 2 consecutive hours
• Service Assistants are expected to track their hours and document all reviewed reports
• Ongoing communication with staff is required—Service Assistants must remain in regular contact to update their availability and confirm schedules
• A casual position may also be available, depending on the number of applications we receive. Applicants for casual positions will be required to submit their availability on a biweekly or monthly basis, with the expectation that each shift will be a minimum of 3 consecutive hours.

20 / hour

What We Offer

• Flexible, remote-friendly role
• Virtual training options to support onboarding and skill development
• A collaborative and supportive team culture
• Professional development and networking opportunities
• Pathways for growth and consideration for other roles within the organization

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Non-profit Organizations

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