9-8-8 Responder (Part-Time, Term)

The Distress Centre of Ottawa and Region (DCOR) is a community-based, non-profit organization providing confidential, non-judgmental emotional support to individuals experiencing distress or crisis. Available 24 hours a day, 7 days a week, the Centre’s trained crisis line responders offer active listening, crisis intervention, suicide prevention, and information about community resources to those reaching out for help.

Through the dedication of trained volunteers and staff, DCOR responds to tens of thousands of calls and interactions each year, providing an integral and vital service to individuals and communities across Ottawa and surrounding regions.

The 9-8-8 Suicide Crisis Helpline is a free, nationwide suicide crisis helpline that people can call or text to receive immediate, confidential mental health support from trained responders, available 24/7. The service is delivered through a network of nearly 40 local, provincial, territorial, and national crisis lines across the country, coordinated by the Centre for Addiction and Mental Health, allowing callers to be connected with responders in communities across Canada. DCOR is a proud partner of 9-8-8.

Position Description

The 9-8-8 Responder role, through DCOR’s partnership with 9-8-8, is a paid, part-time role. The 9-8-8 Responder is responsible for providing crisis intervention, emotional support, suicide risk assessment, and offering resources on the 9-8-8 national suicide prevention service.

Support includes completing risk assessments, safety planning and de-escalation, working collaboratively and compassionately with those reaching out for help, offering and scheduling follow-up calls as required, establishing safety, documentation, and offering resources, maintaining strict confidentiality policies and upholding ethical and legal standards of 9-8-8 Canada and DCOR, and attending responder meetings and additional training sessions as required.

Remote Responders will need to have their own desktop or laptop computer that meets DCOR technology requirements, as described below. On-Site Responders may work in Ottawa at our Call Centre using DCOR equipment with pre-planning required.

Primary Responsibilities

• Answer interactions using 9-8-8’s soft phone system
• Provide non-judgmental emotional support and crisis intervention following 9-8-8’s defined policies and practices, including risk and safety assessment, problem solving, de-escalation, safety planning, and exploring resources with service users
• Work collaboratively and compassionately with those reaching out
• Offer and schedule follow-up calls
• Use the least intrusive steps necessary to establish safety; this may involve contacting emergency services through supervisors, with or without agreement, when no other avenue to ensure safety is possible
• Consult and take direction from supervisors as issues arise on shift
• Maintain accurate, timely, and detailed reports, documenting all required and identified data points using 9-8-8’s client relationship management platform
• Complete legally required reporting
• Maintain familiarity with essential national resources and provide them as needed to callers and texters
• Maintain strict confidentiality and uphold the ethical and legal standards of 9-8-8
• Attend responder and staff meetings and additional training sessions when required
• Participate in regular quality assurance assessment of skills
• Participate in mentoring new responders as needed
• Other duties as required or assigned

Required Skills, Knowledge, and Characteristics

• Ability to work flexible hours, including weekends and overnights
• Demonstrated ability to work well independently and in a team environment
• Excellent English language skills, both written and spoken
• Reliable, non-judgmental, and empathic approach to work
• Demonstrated respect for diverse values, identities, and beliefs, and the ability to approach all callers with non-judgment, openness, and cultural humility
• Ability to handle stressful situations and make quick decisions
• Ability to pass a recent police record check that includes vulnerable sector screening
• Completion of, or currently completing, a college or university program in a related field, or related crisis work experience
• Computer literacy

Standard Technology Requirements for Working Remotely

• Private space in Ottawa or the surrounding region to take interactions while ensuring confidentiality
• PC desktop or laptop with a reliable internet connection that meets the minimum speed requirement of 50 Mbps download and 10 Mbps upload

Assets

• Completion of the Applied Suicide Intervention Skills Training (ASIST) workshop or equivalent suicide intervention training
• Crisis line experience

Working Conditions

• Commitment of 24–32 hours bi-weekly
• Consistent hours, which may include weekend and overnight shifts
• Need to be available for a variety of shifts, including weekends
• Working primarily from a home office environment
• Involves significant computer use

Preferred Availability

• Weekdays between 13:00 and 23:00
• Weekends between 19:00 and 07:00
• Shifts are typically 4 hours in length

Please indicate your availability in your cover letter

Compensation

$22/hour for daytime shifts

$26/hour for overnight shifts

Statutory and select holidays are paid at time and a half

The Distress Centre of Ottawa and Region is committed to achieving an organization representative of the communities it serves. DCOR encourages applications from all qualified individuals, including racialized individuals, especially those who identify as Black or Indigenous (First Nations, Métis, or Inuit), as well as people who identify as 2SLGBTQIA+ and persons with a disability. When you apply, we invite you to indicate, voluntarily, if you belong to one of these groups.

Please let us know if you require accommodation during the recruitment process.

This posting is for an existing vacancy.

To apply, please submit your resume and cover letter through CharityVillage.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.