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Canadian Mental Health Association Thames Valley Addiction & Mental Health Services (24/7 Support Line – Supportive Response Program)

Organization Name: Canadian Mental Health Association Thames Valley Addiction & Mental Health Services
Opportunity Title: 24/7 Support Line – Supportive Response Program
Category: Health / Medical
Commitment: 6 months to 1 year
Start Date: March 1, 2023
End Date: January 1, 2024

  • Background/police check required
  • Appropriate for volunteers aged between 18 and 55
  • Appropriate for volunteers aged 55 and over
  • Training or orientation required
Opportunity Description:

Section: Crisis Services, Supportive Response Position Location: VIRTUAL Role Description and Primary Responsibilities: • Ensure reliable and consistent access to a working computer, internet connection and quiet space to provide confidential supportive listening and information as necessary to individuals calling the Support Line. • Assess and triage crisis calls when needed to link callers to the Reach Out Line when necessary. • Utilize a database and other resources to provide community referral information to callers. • Maintain accurate data collection and enter relevant information into the database. • Attend all scheduled training sessions for the Support Line Volunteer role, inclusive of self-directed virtual training modules. Role Specifications and Required Qualifications: • Current Vulnerable Person’s Sector Check. • Sensitivity to the variety of issues that callers will be presenting with, including mental health and/or addictions. • Some knowledge of mental health and/or addictions, CMHA TV AMHS Programs & Services and community resources. • Experience working with individuals from diverse backgrounds. • Fluency in French, or another second language, would be an asset to this position. Physical and Mental Requirements: • Must be able to sit for a few hours at a time. • Must be able to maintain a calm demeanor and stay focused in a changing environment; • Must be able to steer conversations to remain appropriate, welcoming, safe, and non-judgmental Commitment: Individuals will volunteer for a minimum of 12 consecutive months, providing 11 hours per month (3 hours to be completed overnight between 12am-6am). Reporting Relationship: The Support Line Volunteer will receive supervision, direction and support from both the Team Lead and Manager of Supportive Response Programs. Summary of Role: Support Line Volunteers are an important part of the core services offered within the full range of Crises Services at the agency. They provide supportive, phone-based listening services to individuals across the Thames Valley region. In the event that a caller is in crisis, the volunteer will connect the caller with appropriate crisis or Emergency services. Support Line Volunteers can provide support with individuals when they are experiencing distress, which is a personal and unique experience. All volunteers will participate in an online self-directed training program along with 3 live virtual group sessions that will consist of core information about mental health and addictions, as well as supportive listening techniques. Volunteers will also be trained on specific policies and procedures that are relevant to this role. Two training shifts with a Volunteer Mentor will follow the training program before engaging with callers.

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