Crisis Support Worker

The Canadian Mental Health Association Peel Dufferin Branch (CMHA Peel Dufferin) is pleased to announce that we are currently recruiting for multiple full-time permanent Crisis Support Worker positions.

Summary of Service

The 24.7 Crisis Support Program of the Canadian Mental Health Association - Peel Dufferin Branch provides telephone and mobile outreach visits to people with mental illness who are in crisis. The team is comprised of an integrated group of registered mental health clinicians (nurses, social workers, occupational therapists) who triage calls on the crisis line and provide support and develop a plan for intervention. Crisis support workers rotate through the various service components of the program.  Intervention may involve support over the crisis line, a mobile visit by two Crisis Support Workers, or a mobile visit with a Crisis Support Worker and specially trained plain-clothed police officer.  24.7 Crisis Support is also expanding the continuum of services it offers as it develops a new mobile crisis rapid response team (MCRRT) that pairs a crisis support worker with a uniformed police officer to respond to live 911 calls that involve mental health or addiction crisis. Crisis Support Workers rotate through the MCRRT role once they have qualified through an internal process. 

The team uses a systemic approach for the assessment of children, youth and adults in crisis to stabilize and manage the current crisis situation.  The crisis support worker conducts risk and safety assessments, conducts mental status examinations, gives support, and assists in developing follow-up plans for clients in the community. Follow-up may include brief monitoring/support, referral to appropriate community organizations/support networks or collaboration with existing supportive organizations. When clients are taken to hospital, the crisis support worker works closely with the Emergency Department physician and crisis team to ensure a smooth transfer of care.  Risk mitigation and prevention of ongoing or future crisis are goals of the program. 

This is a full-time permanent with rotational shifts of 12 hours each and reports to the Program Manager, Crisis Services. The position requires availability during weekdays, weekends, and overnights working 75 hours every 2 weeks. The position will be based in Brampton.  

The salary band for this position is: $68,377 - $78,477 annually.  

CMHA Peel Dufferin offers a competitive overall compensation package which includes:

Four weeks paid vacation (accrued), Eighteen Paid personal days per year (accrued), Two Flexible Days annually, HOOPP pension plan, Professional development opportunities within the agency, Excellent benefits including Heath and Dental coverage, Employee Family Assistance Program and access to a wellness fund benefit.

Key Responsibilities:

Service Responsibilities

  • Provide immediate response on the crisis line and determine initial triage when a client calls in crisis.
  • Crisis intervention to understand the factors contributing to the current difficulties for   adults, in developing a working formulation.
  • Provide support and follow-up post crisis with ongoing telephone support or by connecting clients to appropriate follow-up agencies.
  • Contract with consumers and families the need for further clinical service, including mobile crisis response as appropriate
  • Complete a mental health assessment for clients in crisis.
  • Work alongside police officers and other crisis support workers in completing mobile crisis intervention assessments.
  • Recommend measures to help protect others by developing safety plans.
  • Assess the risk to crisis workers in the outreach environment.
  • Support the caregivers by working to reduce conflict between the client and their caregivers.
  • Work with police to respond to live mental health calls
  • Directly observe clients in crisis where needed.
  • Educate the community about the functioning and limitations of the mobile crisis service.
  • Form positive relationships and strong partnerships with hospitals, law enforcement agencies, and mental health and social service agencies to build an effective delivery of crisis service in the community. 
  • Utilize their sound working knowledge of resources, partnerships and working relationships and participate in ongoing professional development and supervision around crisis work.
  • Assist in identifying and developing goals towards understanding prevention, treatment, and rehabilitation of individuals with mental illness.
  • Attend and actively participate in team meetings and other client-related meetings and program meetings as required
  • Maintain appropriate record-keeping/documentation and client files, statistical and outcome measurement tools as required by CMHA Peel Dufferin policies and procedures.
  • Participate on agency and community committees and workgroups as requested by manager.
  • Work effectively and collaboratively with program teams, internal and external to CMHA Peel Dufferin.
  • Other related duties as assigned.

Performance Management and Professional Development 

  • Stay current on relevant legislation and best practices, current research, policies and procedures 
  • Participate in ongoing professional development and mandatory training

Other Activities

  • Serve as a role model to others by demonstrating a respectful and positive attitude towards individuals receiving support from CMHA Peel Dufferin representing the organization professionally 
  • Promote and demonstrate the Vision, Mission and Values of the organization within the workplace and the broader community
  • Demonstrate a respectful and professional attitude and ensure the development and/or maintenance of a positive and supportive working relationship between departments/teams within CMHA Peel Dufferin and with external organizations, business and the broader community
  • Work within the health and safety guidelines provided by the agency, which includes annual mandatory training requirements.

Other Duties as Assigned 

  • Coordinate, attend, participate in team/staff meetings, and all-staff meetings as required
  • Participate in agency quality improvement activities, e.g. accreditation projects, Information Systems Support and Privacy and Security committees, special events, etc.
  • Participate in quality improvement activities at the team/program level
  • Participate in external committees as required
  • Undertake other duties as assigned from time to time


Education, Experience

  • University Degree in Social Work, BSc. Nursing, or degree in Occupational Therapy.
  • Must be a Regulated Health Professional or a Registered Social Worker (RSW) and adhere to standards of practice as per designated college.
  • Minimum 5 years of experience working in acute mental health sector, preferably in the community.
  • Demonstrated experience with crisis intervention techniques and theory-based practice in working with the seriously mentally ill.

Knowledge and Skills

  • Demonstrated and previous knowledge on risk assessments, suicide prevention, and principles of crisis theory and intervention.
  • Demonstrated ability to intervene effectively in clinical situations requiring the management of disturbed behaviour.
  • Experience working with police services would be an asset.
  • Ability to work with clients of diverse cultural and social backgrounds is necessary.
  • Excellent verbal and written communication skills.
  • A good understanding of the Mental Health Act and DSM V as it relates to crisis intervention.
  • Ability to work collaboratively and in partnership with a multidisciplinary team and other agencies in the community, including the ability to work with police, court system, inpatient and outpatient mental health systems.
  • Able to function well under pressure and in a fluid environment.
  • Commitment to ongoing professional development.
  • Bilingualism (French/English) and/or proficiency in a second language would be an asset.
  • Ability to work in 12-hour shifts; over nights and weekends on a scheduled rotation.

Requirements of the Position:

  • Valid Canadian driver’s license
  • Automobile in good repair and insurance coverage as required by agency policy
  • A satisfactory Vulnerable Sector Screening (Police Check) report and an annual criminal records check (Police Check) is required
  • Current CPR/First Aid certification
  • Satisfactory references
  • As a fundamental condition of employment, but subject to any legitimate accommodation needs under the Code, new employees must provide proof of vaccination against COVID-19 with one or more vaccines approved by Health Canada, and must provide CMHA Peel Dufferin with proof of vaccination prior to their start date. If unable to be vaccinated for reasons relating to protected grounds under the Code, new employees must promptly provide CMHA Peel Dufferin with documentation including a completed medical or religious exemption

Working Conditions:

  • 12-hour shifts on a rotational schedule; overnights, weekends and public holidays work is required.
  • Employee will often be working in potentially high risk and stressful situations. 
  • The position may involve dealing with conflicting demands, angry, abusive, and/or threatening people on the phone and/or in person.
  • Lifting, carrying, handling of small objects and packages not normally exceeding 1-10 lbs., e.g., files, information brochures, small office equipment/tools.
  • Sitting for long durations, e.g., meeting with people, driving, working at desk.
  • Walking and standing for short durations.
  • Work week involves various combination of shifts, Monday through Sunday
  • Will be required to work evenings and weekends
  • Staff are exposed to various climates and attend at times locations which are unknown to them

CMHA Peel Dufferin is an Equal Opportunity Employer.

We are committed to diversity and inclusiveness at our workplace and recognize the unique contribution every individual makes to the community.

We acknowledge that removing and reducing existing barriers and preventing new barriers is required in providing opportunities that foster independence, inclusion, and dignity for people of all ages, genders, cultures, and abilities. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. We encourage applications from members of groups that have been historically disadvantaged and marginalized, including but not limited to Aboriginal, Indigenous, Metis and Inuit peoples, racialized groups/persons of color, people with varying abilities, members of visible minority groups, LGBTQ2S+, those who identify as women, and other equity-seeking groups.

CMHA Peel Dufferin is committed to pay equity and right to equal treatment without discrimination in accordance with the Ontario Human Rights Code in all aspects of the workplace environment and employment relationship.

We are committed to inclusive, barrier-free recruitment, selection processes, and work environments. When contacted for a job opportunity, please advise the HR Department of any accommodations needed in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code to ensure you have access to a fair and equitable process. We request that you provide your accommodation request as soon as reasonably practicable. Any information received relating to accommodation will be addressed confidentially. We thank all those who apply, but only those selected for further consideration will be contacted. We retain all applications submitted for one (1) year after the closing date of the posting for consideration in future career opportunities.