Overview / General Purpose:

The Mental Health Support Worker role is instrumental in a “Mental Health Wellness Program.” The Program includes navigation to remote mental health services and support. There is 24/7 concierge case management, follow-up and check-in support, 24/7 access to a confidential crisis line, access to experienced mental health clinicians throughout the Province of Ontario (with access to clinicians across Canada as needed) for counselling, streamlined access to psychological assessments and psychiatric consultation services, streamlined access to residential care programs with a lifetime of aftercare supports, as well as information and resources (e.g., peer support groups, self-assessment tools, etc.).

Primary Duties and Responsibilities:

· With a high degree of knowledge, follow the Standard Operating Procedures for the Program;

· Empathetically, courteously, and efficiently respond to and act upon all telephone calls and emails that come in for this Program;

· Provide immediate triage and warm transfer to the Crisis Line as needed (with follow-up to both client and Crisis Worker). Follow-up post-crisis with ongoing telephone support or as well as connecting with the client to ensure connection to longer-term/sustainable support services;

· Assess a client’s eligibility for the Program and services, and streamline them to alternate services should they not be eligible – with a mind that every caller requires some support;

· Assess clients’ mental health and wellness needs utilizing the triage and interviewing tools provided while remaining empathetic, supportive, and attuned to the needs of the client;

· Participate in meetings, as appropriate, with clients (e.g., discharge meetings when graduating from a residential treatment program, or feedback meeting post psychological assessment);

· Evaluate medical and mental health information provided, and determine if key elements are present;

· Seek internal guidance and support by the Team Leads and Clinical Supervisor, as required;

· Maintain regular communication with the client, in a frequency and manner in which they have specified (e.g., telephone or email), providing them updates on their services and ensuring they remain satisfied;

· Ensure thorough and accurate documentation is completed in a timely manner and that all care plans and reported comments are up to date;

· Continue to build knowledge on clinical case management, crisis intervention, and de-escalation, etc.;

· Produce or assist in producing monthly reports reflective of key performance metrics,

Required Competencies:

· Applied Suicide Intervention Skills Training Course

· Crisis Intervention Training

· Compassion and understanding for people dealing with potentially life-threatening situations and the ability to assess serious concerns

· Excellent Customer Service and communication skills

· Ability to work within set procedure and policy to ensure the privacy protocols and standard operating procedures are adhered to at all times

Work Hours:

The Program is staffed 24 hours a day, 7 days a week, 365 days a year. Employees are required to work varied shift hours, including weekends and statutory holidays, as part of the shift rotation.

Job Types: Full-time, Permanent

Job Type: Full-time

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Work from home

Schedule:

• 8 hour shift

Work Location: Remote

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