Position: Crisis Line Specialist Level 3/Coordinator
Program/ Department: Victim Services
Reports to: Manager of Victim Services and Volunteer Programs
Full Time: 35hrs/week, 4 days/week – Evenings and Weekends
Pay rate: $29.20/hr
This is a U6 Step 1 rate as per the salary scale as stated in the Collective Agreement between Salal Sexual Violence Support Centre and MoveUP (COPE, Local 378).
- Union: This is a Unionized position. Salal Sexual Violence Support Centre’s Union Representation is with MoveUP, (COPE, Local 378).
- Remote Work: The Crisis Line Specialist Level 3/Coordinator will work a combination of in-person and remote shifts, dependent on program needs, and under the direction of management.
Benefits: While salary is an important part of our total compensation, Salal Sexual Violence Support Centre also provides employees with many other valuable elements starting on their first day of employment, including:
- Medical, Dental, Vision and Life & Disability Coverage
- Wellness Program
- Paid Time Off
- Flexible scheduling
- Supportive culture
Salal Sexual Violence Support Centre encourages Indigenous people, racialized people, people with disabilities, and people of marginalized genders to apply. We encourage, but do not require, members of these communities to self-identify in their cover letters.
Crisis Line Specialist Level 3/Coordinator is responsible for delivery of support in the 24hr Provincial Crisis Line to survivors of sexual assault from a feminist, anti-oppression, intersectional, anti-colonial perspective. Services will include emotional support, practical assistance, advocacy, outreach, information, and referrals. They will also actively participate in community outreach, public education and social change initiatives on behalf of Salal Sexual Violence Support Centre . As a coordinator, they are expected to provide indirect supervision to team members and volunteers within their program area. As a member of the team the Crisis Line Coordinator will actively engage in events, social justice activities and other related community work.
Salal Sexual Violence Support Centre is a feminist, anti-oppressive, decolonizing not-for-profit organization who changes society through advocacy, outreach and education. Operating on unceded Coast Salish Territories, Salal Sexual Violence Support Centre advocates for and provides counselling and victim services support to survivors of all marginalized genders who have experienced violence in intimate relationships, sexual assault, and/or childhood sexual abuse. Committed to being aware of and mitigating the power dynamics informed by intersectional identities, Salal Sexual Violence Support Centre staff are called to enhance connections and collaboration and promote an atmosphere of safety in all aspects of their work. Salal Sexual Violence Support Centre staff believe in and model the values of capacity building, connection and relational competence through empathy, compassion, curiosity and assertive communication.
- Lead and monitor service delivery in the 24hr Provincial Crisis Line
- Identify service needs of team members; maintain up-to-date inventory of service supplies
- Ensure required policies, procedures, and standards are being upheld
- Ensure team member safety when working with clients by applying and educating on appropriate policies, procedures, and practices and by monitoring adherence to same
- Maintain a working knowledge of service contract deliverables and ensure these are being met in a timely and consistent manner through implementation of program goals and objectives
- Ensure program policies, procedures, forms, etc. are up to date
- Respond to client concerns and complaints regarding service delivery, as per policy guidelines
- Track, follow up and communicate to the Manager of Victim Services and Volunteer Programs on Critical Incident Reports
- Provide leadership and support to team members as needed
- Engage team members in program development, service delivery, and service improvement
- Ensure quality service delivery and effective and efficient service flow scheduling the 24hr Provincial crisis line/Salal Sexual Violence Support Centre Connect and ensuring callers are referred to appropriate community partners and local resources
- Working in collaboration with the Victim Services Coordinator and Volunteer Coordinator for the full range of crisis line support and scheduling
- Full cycle recruitment and hiring recommendations as required
- Orient new team members; conduct probationary period goal setting and performance review(s)
- Listen and interpret needs in order to provide emotional support, crisis response, safety planning, and required information for crisis line callers in accordance with program standards and practices
- Conduct client intakes (e.g. obtain demographic information, provide information regarding victim service worker’s role, services offered by the organization and explaining issues related to confidentiality) as required
- Provide crisis response and intervention as necessary
- Liaise with Police, Crown Counsel, court staff, hospital staff and other agencies to obtain applicable case information in support of clients’ interests and provide clients with updates as applicable
- Provide services in accordance with Salal Sexual Violence Support Centre’s policies/procedures and guidelines for the delivery of services
- Liaise with and provide referrals to applicable community agencies
- Work cooperatively and collaboratively with the Manager, Victim Services & Volunteer Programs to ensure quality service delivery
Education & Outreach
- Consult and liaise with community service agencies to develop community relationships and maintain up-to-date information on available resources
- Work effectively with other community agencies, Province wide, particularly IRSSS and BC211/VictimLink
- Be a resource and answer questions regarding the 24hr Provincial Crisis Line Program to Salal Sexual Violence Support Centre team members in other programs
- Support the learning of Shadowing Volunteers and Practicum Students in the 24hr Provincial Crisis Line Program
- Provide public education to promote social change and raise awareness regarding sexual assault
- Participate in the volunteer training program
- Participate in making Salal Sexual Violence Support Centre’s internal culture and services more affirming and inclusive for all marginalized genders
- Attend all required Salal Sexual Violence Support Centre team meetings (e.g. staff meetings, individual and group clinical supervision, case consultations, and trainings) as well as Quarterly Relief Staff and Community of Practice meetings
- Maintain and provide statistics and reports regarding service delivery to the Manager, Victim Services & Volunteer Programs as required
- Engage in research and gap analysis to support development of direct services, enhanced service options, best practices, and service coordination protocols
- Participate in supervised settings with Manager, Victim Services & Volunteer Programs as required
- Participate in yearly performance appraisal
- Adhere to all Salal Sexual Violence Support Centre policies and procedures
- Ensure responsible use of Salal Sexual Violence Support Centre resources; manage and monitor program budget, expenditures and reimbursements
- Perform other related duties as required by the Manager, Victim Services & Volunteer Programs
Salal Sexual Violence Support Centre acknowledges that our work environment is directly impacted by all forms of oppression and the impact of colonialism. In this role, the Victim Service Coordinator will almost always witness the impact that violence has on Salal Sexual Violence Support Centre’s service users and, by extension, the staff.
The pace of work for the Crisis Line Coordinator is not always controlled by the employee. This position is almost always faced with multiple demands/tasks with time pressures to finish.
Consequences of Error/Judgement
This position requires judgment, tact, discretion, and initiative. Errors may result in significant cost, loss of time and/or may directly impact the effectiveness and ability to continue operation of certain programs which could damage the reputation of the organization. Poor judgement or ineffective communications with relevant institutions, community partners, and clients could result in strained relations that compromise the effectiveness and credibility of Salal Sexual Violence Support Centre.
- Bachelor’s Degree in a relevant field (e.g. women’s or gender Studies, Sociology, Psychology, Criminology), or equivalent combination of experience and education
- 3-5 years of recent related experience
- Ability to support survivors across Provincial and Territorial jurisdictions
- Experience working in Crisis Line settings and Victim Service Worker training completed through Justice Institute of B.C.
- Experience using a feminist, anti-oppression, intersectional, decolonizing approach in providing direct services to survivors of gender-based violence
- Previous experience in community development initiatives
- Demonstrated success in working effectively with individuals from diverse backgrounds (e.g. cultural, religious, age, sexual orientation, etc.)
- Satisfactory completion of a criminal record check with vulnerable populations. Salal Sexual Violence Support Centre recognizes that there can be stigma surrounding people’s criminal history. To avoid perpetuating shame, Salal Sexual Violence Support Centre will not consider crimes around drug offences, sex work, property offences, or poverty-related offences as relevant in determining a candidate’s suitability for a role.
- Proficiency in operating digital phone systems
- Skills & Knowledge
- Committed to the ongoing development of feminist, anti-oppressive, decolonizing practice
- Knowledge of the social, emotional, health, and justice-related issues encountered by women, Trans, Gender Diverse, and Two-Spirit survivors
- Able to take initiative and work independently with minimal supervision
- Able to identify problems and demonstrate resourcefulness and creativity in solving them
- Able to set goals, create and implement action plans, monitor progress towards goals and the process and results
- Able to work under pressure and multi-task ensuring deadlines and objectives are met
- Excellent communicator (both verbal and written)
- Committed to leading and supporting those on their team with a fair and consistent approach
- Computer literate with strong organization skills
- Confidence in utilizing and offering translation services via CanTalk
- Recognizes the risks and vulnerabilities associated with front-line work and takes responsibility for their own mental and physical health through an ongoing commitment to personal and professional development
- Champions positive working relationships with a diverse set of colleagues, volunteers and external stakeholders
- Excellent listening skills and encourages open exchange of information and ideas using appropriate communication
- Promotes and contributes to a respectful, open and honest work environment
Please apply by submitting your resume and cover letter by end of day (5pm) on January 18th, 2024
Apply by following this link: https://salalsvsc.bamboohr.com/careers/73
Or email to firstname.lastname@example.org
Please, note that only those short-listed will be contacted for an interview.