CRCL Dispatcher

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CRCL Dispatcher

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CMHA Kelowna is proud to introduce several new and
exciting roles within the Crisis Response, Community-Led (CRCL) initiative. As
the first of its kind in Kelowna, CRCL represents a bold shift in how we
respond to mental health and substance use crises through mobile, non-police,
consent-based and culturally safe response to individuals aged 13+ experiencing
mental health or substance use crises. We are seeking a CRCL Dispatcher to
support the team with dispatch, assessment and acuity triage as the first point
of contact in the CRCL response. This is a rare opportunity for passionate,
values-driven people with extensive experience in crisis response, dispatch and
team communication to help bring this vision to life. Learn more about the
provincial CRCL initiative at https://www.crisiscentre.bc.ca/crcl.

CMHA Kelowna is hiring a full-time CRCL
Dispatcher for the Crisis Response, Community-Led (CRCL) program. This position
offers 30 hours per week with a work schedule of Friday-Sunday 11:00am-9:00pm, which
requires on call support and flexibility to attend community
meetings as needed.

WHO IS A CRCL DISPATCHER?

The CRCL Dispatcher is the initial
point of contact for individuals accessing the Crisis Response, Community-Led (CRCL)
Team. This role provides telephone and text-based support, consultation, and
assessment for individuals (ages 13+) experiencing mental health and/or
substance use crises. The Dispatcher offers de-escalation support, conducts
safety assessments, coordinates dispatching of crisis response resources, and
provides operational support to the CLCR team. All CRCL employees will be cross
trained for dispatch and to provide community-based crisis response on a
daily/weekly basis, or as needed for shift coverage. This role also supports
the broader system by collaborating with emergency services and community
partners to ensure person-centered care.

WHAT DOES A CRCL DISPATCHER DO?

• Respond to incoming crisis calls and texts,

offering immediate support and de-escalation

• Conduct assessments including suicidal ideation,

self-harm risk, homicidal ideation, and overdose risks

• Use trauma-informed and harm reduction

frameworks to provide emotional and situational support

• Attend community-based crisis responses on a

daily/weekly basis, including administering first aid and overdose response
(rescue breathing, oxygen, and naloxone)

• Engage in post-crisis follow-up and

safety/wellness check-ins

• Triages and assesses urgency of incoming

communications using standardized tools

• Initiates Community Care Plans and engages

appropriate CRCL or emergency services as required

• Liaise with internal and external service

providers, maintaining up-to-date knowledge of local resources

• Maintain real-time updates on team location,

availability, and caseload to support effective triage and dispatch

• Input and manage sensitive client data and

system information in line with privacy regulations

• Participate in daily debriefs, staff meetings,

and interdisciplinary case management

• Build and sustain relationships with community

stakeholders, health authorities, and emergency services

• Provide systems-level consultation to ensure

client-centered, culturally responsive support

• Refer clients to other community services where

appropriate and maintain collaborative communication

• Performs other related duties as

assigned

QUALIFICATIONS & EXPERIENCE:

• Degree in the mental health field

(i.e. counselling, social work, psychiatric nursing or a related field)

• Reliable vehicle and ability to travel between

facilities and other locations on a frequent/occasional basis

• Valid Class 5 BC driver’s license with a Driver’s

Abstract

• Criminal Record Check clearance in the

Vulnerable Sector

• Minimum 3-5 years’ experience in crisis

response, case management, or harm reduction

• Experience supporting 2SLGBTQIA+ people,

Indigenous individuals, racialized communities, sex workers, and those impacted
by substance use, poverty, trauma, and criminalization

• Certificates in ASIST, First Aid, CPR-C with

AED, Mental Health First Aid and Naloxone considered an asset

• Experience working in the non-profit sector

considered an asset

• Strong verbal and written communication skills
• Demonstrated cultural humility with the ability

to build trust with marginalized populations

• Ability to navigate emotionally charged and

high-risk scenarios with empathy and professionalism

• Commitment to team-based care, mutual

accountability, and respectful collaboration

• Understanding of and commitment to trauma-informed

and harm-reduction principles

• Alignment with organizational protocols, Public

Health Orders, and legal mandates

• Ability to maintain confidentiality, ethical

practice, ethics of crisis care, and appropriate documentation

• Ability to maintain consistent professional

boundaries

• Proficient in Microsoft Outlook, Word and Excel
• Proficient in other digital tools including

communication platforms, mapping apps and data entry systems

• Strong assessment, triage, and risk management

skills

• Familiarity with BC Mental Health Act, Child,

Family and Community Services Act, and related legislation

• Knowledge of local service networks, emergency

protocols, and geographic familiarity with Kelowna, BC

• Quick decision-making, critical thinking, and

real-time problem solving in complex crisis scenarios

• Strong conflict resolution and non-violent

communication skills

• Ability to manage multiple concurrent priorities

with fluctuating urgency

• Ability to remain calm, emotionally regulated,

and task-focused under pressure

• Ability to be regularly exposed to individuals

who are struggling with and/or recovering from trauma, drug/alcohol use,
homelessness, mental health challenges and/or mental illness

• This position will be regularly

exposed to occupational hazards including but not limited to: direct contact
with dust, dirt, germs and human bio-products; varying weather conditions

WHO IS CMHA KELOWNA?

At CMHA Kelowna, we are dedicated to Mental Health in our community. No
matter how old or how young, we provide support for families and individuals
through programs that promote positive mental health and support recovery,
while championing the elimination of barriers that can prevent people from
thriving. We are a dynamic, innovative and visionary organization. We are
looking for someone who shares our vision of a mentally healthy Kelowna and are
passionate about making a difference in our community by bringing their
particular expertise to our organization. To learn more, check out our website
at www.cmhakelowna.org

CMHA KELOWNA OFFERS YOU:

• A competitive hourly wage of $32.68-$37.58
• Dental, Health & EAP Benefits
• Wellness Spending Account
• RRSP matching program
• Vacation & Personal Health Days
• Workplace culture that fosters

learning, transparency, trust and teamwork

As an employer, CMHA Kelowna strives to create a workplace that respects
and values all individuals, minimizes bias, and promotes the equity, diversity,
and inclusion of different perspectives and ideas. At CMHA Kelowna that means
welcoming diversity in mental health, race, ethnicity, and culture. It also
means diverse abilities, age, religion, sexual orientation, socio-economic
status, gender identities, education, marital status, language, and physical
self expression. These values are embedded in the work CMHA Kelowna does every
day.

We appreciate and thank all applicants for their interest, however
only short-listed candidates and those legally eligible to work in Canada will
be contacted.

Please visit our careers page to see more job opportunities.