Manager - Crisis Intervention Services - 9-8-8 and Crisis Safe Beds

Canadian Mental Health Association-Haliburton, Kawartha, Pine Ridge; Peterborough; On-site; CAD 60,000 - 80,000; Full time

Job summary

A regional mental health organization is seeking a Manager for Crisis Intervention Services to oversee the 9-8-8 mental health call line and Crisis Safe Beds program. The role includes providing leadership, managing day-to-day operations, and ensuring compliance with mental health standards. Candidates should have a strong background in crisis management, emotional intelligence, and organizational skills. This full-time position is located in Peterborough, Ontario, and offers a wage of $39.74 to $42.66 per hour.

Qualifications

• Minimum of 1-3 years’ experience in a management or supervisory position.
• Strong ties to team goals and ability to execute action plans.
• Demonstrated ability to lead day-to-day operations.

Responsibilities

• Oversee management of the 9-8-8 program and Crisis Safe Beds.
• Ensure compliance with program policies and financial guidelines.
• Participate in budget discussions and team meetings.

Skills

Emotional Intelligence

Organizational Skills

Communication

Team Leadership

Education

Post-secondary education in social/health science or human services

Job description

Please note this is an internal posting and is only available to current employees of C.M.H.A. H.K.P.R.

This position currently has a strong internal candidate under consideration. All internal applications will be given fair and thorough consideration if they meet the qualifications outlined in this posting.

About this Position

Manager, Crisis Intervention Services - 9-8-8 and Crisis Safe Beds is responsible for the overall coordination and management of the 9-8-8 service and the Crisis Safe Beds program. 9-8-8 is a national mental health call line for individuals experiencing thoughts of suicide and/or emotional distress. Crisis Safe Beds is a residential setting that provides short‑term residential stays for individuals who are in crisis or require a period of intensive support related to mental health and addictions needs. The Manager provides day‑to‑day leadership to the 9-8-8 and Crisis Safe Beds Programs, oversees on‑site leadership, consultation, and supervision for staff, leads program development, risk management, data collection and ongoing professional development for the staff teams, and collaborates with the Director of Programs and Services to plan, develop, implement and evaluate agency‑wide suicide supports and services as well as mental health crisis supports and services.

This position ensures a high standard of client care through ongoing monitoring and evaluation of evidence‑based and evidence‑informed program delivery across 9-8-8 and Crisis Safe Beds. In collaboration with the rest of the C.M.H.A. H.K.P.R. Management Team, this position provides significant co‑leadership for the ongoing improvement of mental health service provision.

Location

Peterborough

Status

Full‑Time

Posting#

MGR-CIS-FT-12-25

Wage

$39.74 to $42.66 per hour

Application Deadline

12:00 Noon on December 29, 2025

Key Responsibilities

1. Program and Organizational Operations

• Oversee day‑to‑day coordination and management of the Crisis Safe Beds program including program development, implementation, maintenance and evaluation, using measurable outcomes.
• Oversee the daily operations of the 9-8-8 program ensuring the program operates within the Standard Operating Procedures and provides evidence‑based mental health interventions.
• Monitor and ensure staff compliance with agency and program policies, procedures, processes and standards.
• Collaborates with the Director of Programs and Services to plan, develop, implement and evaluate agency‑wide suicide supports and services.
• Implement C.M.H.A. H.K.P.R.’s strategic goals and objectives as appropriate within the programs in the portfolio.
• Work collaboratively with internal and external stakeholders to ensure ongoing program accountability.
• With the Director of Programs and Services, plan, develop, monitor and evaluate relevant programming to meet local community needs and enhance access in four counties.
• Ensure program compliance with funders’ financial guidelines, targets and operational mandates.
• Actively participate in budget discussions, development and monitoring.
• Work collaboratively with other departments to ensure effective and timely management of a coordinated continuum of mental health and addictions supports.
• Participate in the Manager‑On‑Call process as required (approximately 3‑4 weeks per year).

2. Supervision, Team Building and Leadership

• Provide formal, regular and timely supervision, direction and leadership to direct reports working in the 9-8-8 and Crisis Safe Beds program.
• Provide daily leadership to direct reports, and occasionally to indirect reports in other programs through mentoring, modeling, motivating and leading staff.
• Implement the organization’s performance management system within programs, inclusive of regular formal supervision meetings with all direct reports.
• Foster effective client service delivery and follow‑through within each program and across other programs within the organization.
• Facilitate team meetings, encouraging teamwork and active participation from all team members.
• Complete staff performance appraisals and make recommendations regarding probationary staff, trial period and individual performance development needs.
• With the Human Resources Department, actively participate in the recruitment and selection of new hires.
• Deliver and coordinate new employee program orientation and training, including initial meetings, development of orientation schedules, regular check‑ins, and linking new staff with mentors and other workers.
• In consultation with Directors, recommend and coordinate implementation of training.

3. Administration

• Create and approve schedules for direct reports in compliance with the collective agreement.
• Complete regular reporting including monthly program statistics and quarterly reports for the funder, Board, Management and any other reporting as required.
• Regularly review/audit program documentation including client progress notes and records, and policy‑related documentation to ensure staff compliance with program and policy standards, as well as to ensure service quality.
• Develop and maintain current operating procedures/manuals for programs.
• Complete and/or oversee administrative tasks including bi‑weekly scheduling (Q.H.R.), review and approval of timesheets, expense claims, time‑off requests, training requests, etc.
• Manage complaints, concerns, and inquiries related to client service or program matters.
• In consultation with Human Resources, fulfill all managerial responsibilities.

4. Partnership and Alliances

• As a member of the Management Team, collaborate in the development of a quality improvement culture across the organization.
• Actively participate in, and provide leadership to Q.I. committees to support coordination and service delivery as required.
• Provide support and leadership to quality improvement projects in the program portfolio(s), including development and monitoring of outcome measures.
• Develop, implement, evaluate and revise program standard operating procedures as required.
• Actively participate in the development of a sustainability program to ensure ongoing application of all Accreditation standards, Required Organizational Practices, and Quality Improvement projects.

5. Quality Improvement (Q.I.)

• Support the development of quality improvement culture across the organization.
• Actively participate in and provide leadership to Q.I. committees to support coordination and service delivery as required.
• Provide support and leadership to quality improvement projects in the program portfolio(s), including development and monitoring of outcome measures.
• Develop, implement, evaluate and revise program policies and procedures for the program(s), as required.
• Actively participate in the development of a sustainability program to ensure ongoing application of all Accreditation standards, Required Organizational Practices, and Quality Improvement projects.

6. Continuing Competency

• Stay current with administrative requirements, including relevant legislation, funders’ operating standards, and all C.M.H.A. H.K.P.R. policies and procedures.
• Stay current with evidence-based best and leading practices for service provision, to provide supervision and leadership to promote high quality services (e.g. attending training and/or conferences, reading current literature, peer supervision, etc.).

7. Documentation

• Ensure that all forms and reports are accurate and submitted within established timelines, consistent with organization policies and procedures.
• Support C.R.M.S. documentation.
• Support Genesys and ICarol documentation for the 9-8-8 program.
• Statistical reporting.
• Goal & objective reporting.
• Q.I. Reporting.
• Policies and manuals.

8. Other Activities

• Participate in 9-8-8 national meetings as required.
• Prepare 9-8-8 statistical information in line with 9-8-8 Standard Operating Procedures.
• Participate in manager on‑call rotation for after‑hours staff support.

9. Performance Management and Professional Development

• Participate and collaborate in the agency performance management process/system.
• Provide feedback on employee performance management.
• Stay current on relevant legislation and best practices, current research, policies and procedures.
• Participate in ongoing professional development and mandatory training.
• Actively engage and participate in supervisory process.

10. Health and Safety – Worker Responsibilities

• Work in compliance with the Occupational Health and Safety Act, applicable regulations and all organizational health and safety requirements and procedures to ensure the health and safety of clients, staff/colleagues, volunteers and students.

11. Health and Safety – Manager Responsibilities

• Review incident/safety reports for program areas, make recommendations and follow up as necessary, informing Director of any pertinent or significant incidents or events.
• Review safety reports at team meetings.
• Foster a safety culture.
• Promote a safe and healthy environment, including physical office space, liaison with other programs in the work site, and property safety.
• Ensure staff work in compliance with the Occupational Health and Safety Act.
• Work closely with organization’s Health and Safety Manager and C.M.H.A. H.K.P.R. safety‑related committees as required.
• Ensure that monthly fire drills occur at locations required by legislation.

The Manager will also ensure that workers:

• Work in the manner and with the protective devices, measures and procedures required by the Occupational Health and Safety Act and the regulations.
• Use or wear the equipment, protective devices or clothing that the worker’s employer requires to be used or worn.
• Are advised of the existence of any potential or actual danger to the health or safety of the worker of which the Manager is aware.
• Where so prescribed, are provided with written instructions as to the measures and procedures to be taken for protection of the workers.
• Will take every precaution reasonable in the circumstances for the protection of the worker.

12. Client Safety

• Adhere to C.M.H.A. H.K.P.R. client safety programs including program policies as well as infection control and prevention procedures. In partnership with clients, family members, and fellow staff, maintain open lines of communication to assist the organization in identifying and achieving quality outcomes for client safety. Report client safety incidents and suggested improvements to manager or delegate.

13. Other Duties as Assigned

• Attend, participate in team/staff meetings, and all‑staff meetings as required.
• Participate in agency quality improvement activities, e.g. accreditation projects, committee work, special events and others as required.
• Participate in quality improvement activities at the team/program level.
• Participate in external committees as required.
• Duties may change from time to time.

Requirements of the Position

A. Education and Training

• Successful completion of post‑secondary education (diploma or degree) in the social/health science or human service disciplines.
• We recognize that mandatory training before hire is an asset, however, successful completion of the training applicable to this role shall be requirements for continued employment in this position:
  • Health and Safety Training
  • Workplace Hazardous Materials Information System (W.H.M.I.S. 2015)
  • Infection, Prevention & Control
  • Workplace Violence
  • Accessibility for Ontarians with Disabilities Act
  • Applied Suicide Intervention Skills Training
  • Verbal Intervention Training
  • R.M.S.
  • First Aid/C.P.R.
  • Safe Food Handling

B. Related and Relevant Experience

Mandatory experience

• Minimum of 1-3 years’ experience in a management or supervisory position.
• Ability to understand team goals and vision and execute action plans with the support of the Director of Programs and Services.
• Demonstrated strong Emotional Intelligence (E.I.) to utilize critical thinking to moderate interpersonal relationships.
• Excellent organizational skills: demonstrated ability to lead and manage day‑to‑day operations with the 9-8-8 and Crisis Safe Beds Programs.
• Superior skills in communication, advocacy on behalf of clients, collaboration with inter‑professional teams, consultation with professional colleagues.

Preferred experience

• 1-3 years' experience in providing crisis mental health services and suicide prevention and intervention services.
• Experience/knowledge of crisis theory, crisis work, and risk management related to mental health crisis.
• Experience/knowledge of assessment and formulation of client needs and the ability to supervise and mentor others in the development of this knowledge.
• Experience/knowledge of suicide assessment and suicide intervention practices and the ability to supervise and mentor others in the development of this knowledge.
• Experience/knowledge of mental health and addictions, and the MH and A system, including the Mental Health Act.
• Experience/knowledge of electronic client information systems.
• Experience/knowledge of statistical reporting and funder reporting requirements.
• Experience/knowledge of Universal Precautions, legislated and organizational health and safety practices.
• Experience/knowledge working in a unionized environment.

Assets with regard to this position

• Experience in supervising crisis mental health services.
• Experience in supervising 9-8-8 services.
• Experience in supervising suicide prevention and intervention services.
• Previous supervisory or management experience.

C. Competencies

• Refer to C.M.H.A. H.K.P.R Manager Competency Matrix.

D. Other

• Valid driver’s license.
• Automobile in good repair and insurance coverage as required by agency policy.
• Satisfactory police records search.
• Satisfactory references.
• Proof of receipt of full COVID-19 vaccine.
• Ability to work remotely, for example from home, as required.
• Requirement to have reliable home internet service and the technology to complete work from a remote location, for example computer/laptop, telephone, etc.

E. Working Conditions

• Work in an office setting (C.M.H.A. administrative offices) with some work in the community, in the community and in clients’ homes.
• There are multiple competing demands which require strong time management and organizational skills, the ability to be flexible and to regularly re‑prioritize demands.
• Has regular contact with individuals living with serious mental illness and/or dual diagnosis and/or addictions, individuals who are experiencing emotional and/or mental health issues.
• Some evening, overnight, weekend and public and statutory holidays may be worked, to meet program demands.
• Work in a remote environment, such as a personal home, as required.