Helpline Counsellor
On-siteCalgary, Alberta, Canada
Job Summary
Answer the four main phone lines, including the main Helpline, YW Crisis Line, Men's resource line, and Men's Counselling line, while providing telephone crisis counselling, risk assessments, and support to individuals fleeing domestic violence. Respond to AskforHelp emails, Clare's Law referrals, and online chat requests, collaborating with Calgary Women's Emergency Shelter and YW Calgary teams to manage client referrals and shelter occupancy updates. Manage risk by identifying threats to self, others, or children, consulting supervisors as needed, and completing all required documentation, call logs, and case consultations before shift end. Monitor electronic security systems for shelter entrances and exits, and ensure compliance with accreditation standards and agency policies.
Required Qualifications
- Diploma in Human Services or related field
- Minimum 2 years of related experience
- First Aid certification
- ASIST certification
- Current registration with a professional body (if eligible)
- Current police record check
- Current intervention record check
- Canadian citizenship or permanent resident status
Desired Qualifications
- Degree in Human Services or related field
- 2 or more years of experience directly supporting people in crisis from domestic violence and abuse
- Knowledge of community resources available to individuals experiencing domestic violence and abuse
- Knowledge of general community resources for mental health, housing, financial resources and legal support
- Knowledge of resources available concerning men's wellness
- Previous experience with administrative duties
- Experience working with men in crisis
- Second language ability
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