Position Title: Crisis Line and Intake Program Co-ordinator

Posting Date: November 1, 2023

Closing Date: Until position is filled Hours of Work: 40 hours per week

Reports to: Manager of Community-Based Victim Services Program

Organizational Overview
At BWSS, we believe that safety changes everything. BWSS provides a matrix of services for advocacy and supports centering survivors, all while working towards legal and systemic change. Since 1979, with committed staff, volunteers, and a strong community of supporters, we have supported thousands of survivors. With the ongoing growth and development of the organization, through innovation, passion, and commitment our ultimate goal is to end gender-based violence.

Highlight
The Crisis Line and Intake Program Co-ordinator promotes the mission, vision, values, and analysis of BWSS. The Co-ordinator is committed to ending gender-based violence with a deep understanding and application of an intersectional feminism that is grounded in a decolonial and anti-oppression framework, especially in leadership and in their support of survivors of sexual and domestic violence.

Summary:
This position is responsible for effectively coordinating all aspects of the Crisis Line and Intake Program, which includes overseeing day-to-day operations and crisis volunteers’ assignments to ensure that the mandate and goals of the direct services program at BWSS are met. The Crisis Line and Intake Program Co-ordinator is a member of the community-based victim services team and will actively participate in, lead, and facilitate continuous quality improvement initiatives across the organization.

 

Key Duties and Responsibilities:

• The Crisis Line and Intake Program Co-ordinator works within a multidisciplinary team to ensure an effective response for survivors who are dealing with the impacts of violence and abuse in collaboration with our matrix of support services and external resources.
• The Crisis Line and Intake Program Co-ordinator provides emotional support, information, and referrals to survivors of violence in relationships, sexual assault, physical and sexual childhood abuse, criminal harassment, elder abuse, dating violence as well as other forms of violence against women and gender-based violence.
• Along with strong crisis intervention skills and expertise, the Crisis Line and Intake Program Co- ordinator provides safety and lethality assessment, safety planning, information, and referral.

 

Program Coordination:

• Adhere to the policies and standards of BWSS, as established in policy and program manuals, job descriptions, written email communication, and verbal agreements.
• Oversees the day-to-day operation of the crisis line, intake emails, and volunteer development programs.
• Develops, implements, monitors, and evaluates all facets of the Intake and Crisis Line services to ensure that survivors/crisis volunteers’ needs are met and that contractual obligations are fulfilled.
• Ensures a culture of care and well-being exists for all survivors who access BWSS, staff, and crisis volunteers who are involved in the programs.
• Ensures scheduling of crisis volunteers and crisis line support workers. Ensures that the crisis lines are always answered.
• Determines annual program goals and objectives. Evaluates and implements program changes, in consultation with the Manager of Community-Based Victim Services, Director of Clinical Practice, and Executive Director.
• Coordinates the preparation and provision of monthly statistical and narrative reports to the organization and funder.
• Develops and sustains respectful and accountable relationships with all survivors who access BWSS, service providers, stakeholders, including funders.
• Maintain a high level of sector knowledge, ensure best practices are followed, develop, and implement annual program objectives, identify areas for continuous improvement and develop new systems.
• Ensure effective program/service delivery that is consistent with BWSS’ mission, vision, values, and philosophy, as well as with all policies, legal, contractual, and budgetary.
• Represent the organization and program professionally in the community. Participate, as appropriate, in interagency committees, meetings, workshops, etc.
• Facilitate, foster, and nurture collaborative relationships and links to outside agencies, government ministries and groups. As requested, conduct public relations work relative to job responsibilities and the program.
• Address crisis volunteers’ performance issues, provide feedback and performance plans/evaluations on a regular basis.
• All other duties as requested.

 

Training and Crisis Line Coordination:

• Recruit and train volunteers, including interviewing and selecting candidates for the Violence Prevention and Intervention Training Program.
• Provide supervision, leadership, and guidance to volunteers using effective management techniques such as coaching, mentoring, and skill development.
• Schedule and plan for the Violence Prevention Training Program, including scheduling presenters and organizing agenda sessions.
• Support crisis volunteers responding to high-risk situations.
• Develop and implement volunteer debriefing processes that support well-being.
• Navigate and manage day-to-day volunteer interactions.
• Develop curriculum for VPI training, interview protocols, and onboarding of new volunteers selection.

 

Qualifications and Experience:

• A bachelor’s degree in a related field (equivalent education and experience will be considered).
• A minimum of three years of practical experience within the fields of crisis intervention and volunteer management.
• Three years of progressively more responsible program coordination experience, preferably in the anti-violence sector.
• Previous Crisis Line experience.

 

Skills and Abilities:

• Excellent oral, written, and interpersonal communication skills.
• Demonstrated teamwork, leadership, and supervisory skills.
• Well-developed planning, organizing, and administrative skills.
• A thorough knowledge of gender-based violence, safety assessment, lethality assessment, responding to high-risk situations, suicide risk assessment and intervention.
• Demonstrated maturity and reliability. Ability to multitask and function under pressure.
• Demonstrated ability to de-escalate crisis situations.
• Good understanding of technology and navigating technical systems.
• Knowledge of community resources.
• Ability to identify sensitive issues and maintain confidentiality.
• Represent the organization in a positive and professional manner when in contact with outside agencies, professionals, or the community.
• At BWSS, all services and initiatives apply a trauma and violence informed approach to respond to survivors living with complex trauma. Therefore, you take into consideration the impact of trauma and gender socialization on mental wellness, including, but not limited to eating “disorders”, substance use, and understand harm reduction on the continuum with abstinence.
• Exercise Sound Judgement
• This position requires judgment, discretion, consistency, and steadfastness. Failure to provide support services that meet these standards may negatively impact access to services, jeopardize the well-being of the folks we serve, and result in increased risk to the organization. Lack of sound judgment could result in direct costs, lost opportunities and/or damage to the organization’s reputation and compromise the effectiveness of the work of BWSS.

Classification

• This is a permanent unionized position.
• 40 hours per week, $29.85 per hour
• Monday to Friday 9-5 p.m. Some evenings may be required.
• Work Location: In person

Preferential and limited hiring assists BWSS in achieving diverse and equitable representation in the workplace and in recruiting employees whose identities enrich the ways in which we accomplish our mission and serve the community. As a result, preference will be given to Indigenous women, Black women, racialized women, women who are disabled, femmes, trans people, and women from other equity-seeking groups.

Send a cover letter and resume detailing how you meet or exceed these qualifications to Battered Women’s Support Services at jobs@bwss.org.

No phone calls or messages through social media, including LinkedIn, please.

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