Crisis & Resource Counsellor (2026-336-CC)

• Respond to telephone and web chat referrals/requests for service and information
• Conduct initial screening using standardized assessment tools and implementing protocols to determine the most appropriate response to the call/referral.
• Assess risk and safety to determine the caller’s level of risk to self or others.
• Provide supportive counselling, crisis de-escalation and telephone-based short-term case management services as appropriate.
• Utilize electronic systems to make referrals to agencies.
• Work collaboratively with hospitals, other primary care agents, and community service providers to maintain a client-centred approach.
• Maintain appropriate documentation/case notes and client files.
• Keep accurate up-to-date statistical data for analysis and evaluation purpose and report data in a timely manner.
• Contribute to the development, improvement and evaluation of the service when required.
• Keep up to date on resources and search tools that can assist in supporting callers.
• Work closely and co-operatively with all partners.
• Follow agency protocols and procedures related to privacy and confidentiality.
• Work flexible hours, including weekends, based on the needs of the clients and the Service.
• Support peers
• Ensure that anti-oppression, community development, and harm reduction principles are achieved in the program.
• Participate in team and unit meetings and promote the healthy functioning of the team and unit.
• Participate in ongoing training and education as required.
• Participate in regular supervisory sessions and annual performance appraisals with the program manager.
• Perform other related duties as required.

• Bachelor Degree in Social Work or related degree
• Registration with the Ontario College of Social Workers and Social Service Workers or a respective regulatory body
• Demonstrated experience working with older adults and caregivers
• 2 years related experience in telephone counseling/support and crisis intervention experience.

• Demonstrated intake/triage experience and strong assessment skills.
• Self-directed and independent, but also experienced in working collaboratively with others
• Demonstrated customer service and interpersonal skills.
• Demonstrated experience in crisis response/intervention, supporting people with mental health/substance use and commitment to a harm reduction approach
• Demonstrated knowledge and experience in supporting older adults with geriatric issues such as dementia/responsive behaviours
• Strong ability to build relationships with a variety of individuals.
• Excellent oral and written English fluency.
• Excellent communication skills (verbal and written)
• Cultural competency with ability to community clearly with individuals from diverse ethno-cultural backgrounds and levels of abilities.
• Thorough knowledge and skills in the use of community resources.
• Strong administrative, organizational skills.
• Applied computer skills (MS word, Excel, databases and Internet).
• Experience in outreach, public presentations and workshops.
• Demonstrated ability to exercise good judgment, flexibility and contribute to the effective functioning of a team
• Effective problem-solving and conflict management skills
• Demonstrated ability to follow policies, procedures and adherence to legislation
• Ability to communicate in a second language is an asset.

WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at careers@woodgreen.org of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.

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