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Reference #: 5913
Location: On-Site in Ottawa, Ontario
Reporting to: Director, Service Delivery

Donna Cona is seeking a dedicated and compassionate Bilingual Crisis Counsellor Manager to lead a team of crisis counsellors. As a Bilingual Crisis Line Manager you will be responsible for overseeing and guiding a team of crisis counsellors who provide 24/7 crisis intervention and support services. Your dedication, expertise, and leadership will make a significant impact on the lives of Indigenous People that reach out to the crisis support lines.

• A Master’s degree in Social Work, Psychology, or a related discipline;
• Registration in a Professional Organization as a Social Worker, Counselor, Therapist, etc;
• A minimum of three (3) years’ experience working in a Crisis Line environment;
• A minimum of three (3) years’ experience working with Indigenous Issues;
• A minimum of three (3) years’ experience managing employees;
• Excellent customer service skills and sensitivity to handle stressful calls;
• Exceptional interpersonal, communication, and conflict resolution skills;
• Ability to lead a team, work collaboratively, and make sound decisions in high-pressure situations;
• Familiarity with relevant ethical guidelines, legal requirements, and best practices in crisis counseling and crisis intervention;
• The ability to communicate and write in English and French (Bilingual);
• The ability to communicate in Cree, Inuktitut, Ojibway or any other indigenous language (asset); and
• Security clearance at the level of RELIABILITY (eligible).

• Supervise and Lead: Provide strong leadership and supervision to a team of crisis counsellors, including conducting regular individual and group supervision sessions, setting performance expectations, and fostering a positive and supportive work environment;
• Crisis Counselling Coverage: Participate in crisis counselling duties as needed, especially during peak periods or emergencies, to ensure the provision of timely and effective crisis intervention services. May require some shift work to interact with and assess staff on all shifts;
• Quality Assurance: Monitor the quality of crisis counselling services provided by the team, conducting reviews, providing feedback, and implementing strategies for continuous improvement. Maintain accurate records and documentation;
• Reporting: Review and approve team sign-in sheets and timesheets. Develop statistical reports and submit reports to the clients on a monthly basis;
• Training and Development: Identify the training needs of crisis counsellors and develop or coordinate relevant training programs to enhance their crisis intervention skills and knowledge. Stay up to date with the latest research and best practices in crisis counselling and ensure their integration into the team’s work;
• Ethics and Compliance: Ensure that all crisis counselling practices and procedures align with ethical guidelines, legal requirements, and organizational policies. Maintain confidentiality and uphold ethical standards in all aspects of work;
• Performance Evaluation: Conduct regular performance evaluations of crisis counsellors, providing constructive feedback, recognizing achievements, and addressing areas for improvement. Set goals and objectives for individual team members to enhance their professional growth; and
• Clinical Guidance: Offer clinical guidance, expertise, and support to crisis counsellors in effectively assessing, managing, and resolving crisis situations. Ensure that crisis intervention techniques and best practices are consistently followed by the team.

Donna Cona is committed to a diverse, equitable and inclusive workplace. We are an equal opportunity employer. We don’t discriminate on the basis of gender, gender identity, sexual orientation, race, national origin, disability, age or any other protected status. We are committed to maintaining a barrier free recruitment process by providing equal employment opportunities through recruiting and retention of individuals.

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