Helpline Counsellor

FearIsNotLove; Calgary; Hybrid; CAD 52,000 - 76,000; Full time

Job summary

FearIsNotLove operates Calgary Women's Emergency Shelter and seeks a Helpline Counsellor to provide crisis support and information to clients. The role is full-time and unionized, with a schedule of Monday to Thursday, 2pm to 11:45pm, from the Client Services Program.

The counsellor will be the first contact, offering non-judgmental support, safety planning, and referrals to internal and community resources, while maintaining thorough documentation and collaboration with shelter staff.

Qualifications

• Diploma in Human Services or related field required.
• Degree in Human Services or related field preferred.
• Minimum 2 years of related experience required.
• Experience supporting people in crisis from domestic violence preferred.
• Knowledge of community resources for domestic violence and abuse.

Responsibilities

• Answer the four main phone lines operated by the Helpline.
• Provide compassionate, non-judgmental support and crisis intervention.
• Assist with intake procedures and referrals to internal and external services.
• Respond to shelter admission requests and assess service needs.
• Complete required documentation before the end of each shift.
• Collaborate with Calgary Women's Emergency Shelter staff and other departments.
• Update occupancy in ShelterLink and document client interactions.
• May monitor electronic security systems and interface with clients onsite.
• Ensure compliance with accreditation standards and training requirements.

Skills

Crisis intervention

Telephone counselling

Risk assessment

Documentation

Communication

Multitasking

Education

Diploma in Human Services or related field

Degree in Human Services or related field preferred

Tools

ShelterLink app

Job description

Join our Client Services Program as a Helpline Counsellor and make a meaningful impact in the lives of those we serve. We're currently looking for a compassionate and dedicated counsellors to fill a full-time, unionized position, working from Monday - Thursday 2pm - 11:45pm.

Description

Everyone has the right to feel safe, respected, supported and loved.
FearIsNotLove (the new brand evolution and operator of Calgary Women's Emergency Shelter) works to inspire and build a dignity driven movement, cultivating communities that are free from domestic violence and abuse. We serve all people to live free from fear, neglect, violence, and abuse through a comprehensive range of innovative programs and services; from prevention and education, to counselling and emergency supports.
The agency plays an important role in the daily lives of individuals and families living with fear in their close relationships. In whatever way domestic violence impacts a person; whether they are a victim, someone who uses abuse and wants to change, or someone who knows another person being abused—FearIsNotLove is here to help.
Our goal is to help people to have violence-free lives, to live without fear, and get to the ultimate outcome - love. It’s what we all want and need. We are looking for people who want to be part of changing the conversation about domestic violence and abuse.
FearIsNotLove creates safe spaces. We listen, we support, we encourage and we are judgement-free. We are relentless in our commitment to our clients, our communities and each other. We believe change is possible. At our core is an uncompromising commitment to our team of talented people who believe in our mission. We believe that when people feel empowered and safe, they are able to move forward with the best decisions for them and their family.
Helpline Counsellors will provide compassionate, non-judgmental support, crisis intervention, and essential resources to individuals experiencing domestic violence.
As the first point of contact with our agency, this role will provide information regarding domestic violence and abuse, and related programs and services both internal and external to the agency.
The Helpline Counsellor will respond effectively to all requests for shelter admission, assessing the service needs of those seeking assistance, referring to other agencies as required, and arranging intake procedures through the Helpline.

WHAT YOU'LL BE DOING

• 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 who are seeking general information regarding domestic violence and abuse resources and services at FearIsNotLove and in the community.
• Respond to AskforHelp emails during their scheduled shift.
• Respond to and contact all Clare's Law referrals that are received by the agency.
• Provide telephone support to male identifying callers who are seeking support for their mental health and well-being.
• Provide telephone crisis counselling, assessment and intervention to individuals who use violence in their relationships and who are seeking immediate support with behavior change.
• Responsible for managing risk with clients, including identifying risk to self or others, and risks of harm to children. When risk is identified, consulting with others as needed, escalating these concerns to supervisors, and following established processes and documentation.
• Provide online chat support to individuals accessing the agency’s online chat service.
• Complete all required documentation related to call log entries, case consultations, and any other necessary documentation before the end of each shift.
• Collaborate with Calgary Women's Emergency shelter staff and other program departments to ensure flow of information and efficiency of client referrals and general inquiries.
• Complete referrals to FearIsNotLove and YW Programs as per identified client needs.
• Update occupancy in the ShelterLink app during their shift.
• Collaborate with YW Calgary shelter and outreach teams for client and general inquiries to YW Calgary programs.
• May be required to use and monitor the electronic security systems that monitor Shelter entrances/exits.
• May have interface with Calgary Women's Emergency Shelter clients onsite. Ensure clients feel safe and help support them to access a shelter counsellor, if they require assistance.
• Ensure Compliance with Accreditation Standards; Maintain current police and IRC checks, professional registration (if applicable), and required accreditation-related training (e.g., First Aid, NVCI, Indigenous, Diversity, response-based).
• Ensure client files meet accreditation standards and agency policies.
• Other duties as assigned to support FearIsNotLove's clients and program.

WHAT YOU BRING TO OUR MISSION:

• Diploma in Human Services or related field required.
• Degree in Human Services or related field preferred.
• Minimum 2 years of related experience required.
• 2 or more years of 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 general community resources for mental health, housing, financial resources and legal support.
• Knowledge of resources available concerning men's wellness.
• If eligible for registration with a professional body, registration must be current.
• First Aid, ASIST and other certifications and ongoing training and development are a required condition of employment
• Previous experience with administrative duties.
• Experience working with men in crisis is considered an asset.
• Second language would be an asset.

IMPORTANT DETAILS YOU NEED TO KNOW:

• Ongoing training and development is a required condition of this position.
• A criminal records search and an intervention record check are conditions of employment.
• If eligible for registration with a professional body, registration must be current.
• In accordance with Canadian immigration requirements, priority will be given to Canadian citizens and permanent residents of Canada.

CLOSE DATE: This position will remain open until September 16, 2026 or until filled.
FearIsNotLoveis committed to diversity, equity and inclusion.
We encourage qualified candidates from all genders, religious, ethnic and social backgrounds to apply.
We thank all candidates for their interest, only those selected for an interview will be contacted. We regret that we are unable to accept telephone inquiries.