Crisis & Resource Counsellor

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Program Overview – Toronto Seniors Helpline, Community Care

Toronto Seniors Helpline aims to provide access and navigation to services and supports for seniors (and those caring for them) in the Toronto Central LHIN through telephone calls and webchats. Toronto Seniors Helpline assists with smooth transfers, improved coordination, and access between the Community Service Sector, Home and Community Support Services (formerly TCLHIN Home & Community/CCAC), hospitals, primary care, and other parts of the health care system. Toronto Seniors Helpline is also a coordinated point of access for seniors’ mental health and addictions crisis. Toronto Seniors Helpline is also an intake point for the Crisis Outreach Service for Seniors (COSS) and the Behaviour Support Outreach Teams.

What You Will Do

  • Respond to telephone and webchat referrals and requests for service and information.
  • Conduct initial screening using standardized assessment tools and implementing protocols to determine the most appropriate response to the call/referral.
  • Assess risk and safety to determine the callers’ level of risk to self or others.
  • Provide supportive counselling, crisis de-escalation, and telephone-based short-term case management services as appropriate.
  • Utilize electronic systems to make referrals to agencies and maintain appropriate documentation/case notes and client files.
  • Work collaboratively with hospitals, other primary care agents, and community service providers to maintain a client-centred approach.
  • Keep accurate up-to-date statistical data for analysis and evaluation purposes and report data.
  • Keep up to date on resources and search tools that can assist in supporting callers.

What You Bring to the Team

  • Bachelor Degree in Social Work or related degree.
  • Registration with the Ontario College of Social Workers and Social Service Workers or a respective regulatory body.
  • Demonstrated experience working with older adults and caregivers.
  • Two (2) years related experience in telephone counselling/support and crisis intervention experience.
  • Effective September 7, 2021, all newly hired employees will be required to provide proof that they have completed an approved course of vaccination against COVID-19 at least 14 days prior to commencing employment or provide documentation to support an exemption based on grounds covered by the Ontario Human Rights Act (i.e. Medical exemption).

What Will Set You Apart

  • Demonstrated intake/triage experience and strong assessment skills.
  • Self-directed and independent, but also experienced in working collaboratively with others.
  • Demonstrated customer service and interpersonal skills.
  • Demonstrated experience in crisis response/intervention, supporting people with mental health/substance use, and commitment to a harm reduction approach
  • Demonstrated knowledge and experience in supporting older adults with geriatric issues such as dementia/responsive behaviours.
  • Strong ability to build relationships with a variety of individuals.
  • Excellent oral and written English fluency and communications skills.
  • Cultural competency with ability to community clearly with individuals from diverse ethno-cultural backgrounds and levels of abilities.
  • Thorough knowledge and skills in the use of community resources.
  • Strong administrative, organizational skills.
  • Applied computer skills (MS word, Excel, databases and Internet).
  • Experience in outreach, public presentations and workshops.
  • Demonstrated ability to exercise good judgment, flexibility, and contribute to the effective functioning of a team.
  • Effective problem-solving and conflict management skills.
  • Demonstrated ability to follow policies, procedures and adherence to legislation.
  • Ability to communicate in French or another second language is an asset.