CRCL Dispatcher

As the first of its kind in Kelowna, CRCL represents a bold shift in how we respond to mental health and substance use crises through mobile, non-police, consent-based and culturally safe response to individuals aged 13+ experiencing mental health or substance use crises. We are seeking a CRCL Dispatcher to support the team with dispatch, assessment and acuity triage as the first point of contact in the CRCL response. This is a rare opportunity for passionate, values-driven people with extensive experience in crisis response, dispatch and team communication to help bring this vision to life. Learn more about the provincial CRCL initiative at https://www.crisiscentre.bc.ca/crcl.

CMHA Kelowna & District is hiring a full-time CRCL Dispatcher for the Crisis Response, Community-Led (CRCL) program. This position offers 40 paid hours per week from Monday to Thursday (11am-9pm), which requires on call support and flexibility to attend community meetings as needed.

WHO IS A CRCL DISPATCHER?

The CRCL Dispatcher is the initial point of contact for individuals accessing the Crisis Response, Community-Led (CRCL) Team. This role provides telephone and text-based support, consultation, and assessment for individuals (ages 13+) experiencing mental health and/or substance use crises. The Dispatcher offers de-escalation support, conducts safety assessments, coordinates dispatching of crisis response resources, and provides operational support to the CRCL team. All CRCL employees will be cross trained for dispatch and to provide community-based crisis response on a daily/weekly basis, or as needed for shift coverage. This role also supports the broader system by collaborating with emergency services and community partners to ensure person-centered care.

WHAT DOES A CRCL DISPATCHER DO?

• Respond to incoming crisis calls and texts, offering immediate support and de-escalation
• Conduct assessments including suicidal ideation, self-harm risk, homicidal ideation, and overdose risks
• Use trauma-informed and harm reduction frameworks to provide emotional and situational support
• Attend community-based crisis responses on a daily/weekly basis, including administering first aid and overdose response (rescue breathing, oxygen, and naloxone)
• Engage in post-crisis follow-up and safety/wellness check-ins
• Triages and assesses urgency of incoming communications using standardized tools
• Initiates Community Care Plans and engages appropriate CRCL or emergency services as required
• Liaise with internal and external service providers, maintaining up-to-date knowledge of local resources
• Maintain real-time updates on team location, availability, and caseload to support effective triage and dispatch
• Input and manage sensitive client data and system information in line with privacy regulations
• Participate in daily debriefs, staff meetings, and interdisciplinary case management
• Build and sustain relationships with community stakeholders, health authorities, and emergency services
• Provide systems-level consultation to ensure client-centered, culturally responsive support
• Refer clients to other community services where appropriate and maintain collaborative communication
• Performs other related duties as assigned

QUALIFICATIONS & EXPERIENCE:

• Degree in the mental health field (i.e. counselling, social work, psychiatric nursing or a related field)
• Reliable vehicle and ability to travel between facilities and other locations on a frequent/occasional basis
• Valid Class 5 driver’s license with a Driver’s Abstract & ICBC Claims & Insurance History Record
• Criminal Record Check clearance in the Vulnerable Sector
• Minimum 3-5 years’ experience in crisis response, case management, or harm reduction
• Experience supporting 2SLGBTQIA+ people, Indigenous individuals, racialized communities, sex workers, and those impacted by substance use, poverty, trauma, and criminalization
• Certificates in ASIST, First Aid, CPR-C with AED, Mental Health First Aid and Naloxone considered an asset
• Experience working in the non-profit sector considered an asset
• Strong verbal and written communication skills
• Demonstrated cultural humility with the ability to build trust with marginalized populations
• Ability to navigate emotionally charged and high-risk scenarios with empathy and professionalism
• Commitment to team-based care, mutual accountability, and respectful collaboration
• Understanding of and commitment to trauma-informed and harm-reduction principles
• Alignment with organizational protocols, Public Health Orders, and legal mandates
• Ability to maintain confidentiality, ethical practice, ethics of crisis care, and appropriate documentation
• Ability to maintain consistent professional boundaries
• Proficient in Microsoft Outlook, Word and Excel
• Proficient in other digital tools including communication platforms, mapping apps and data entry systems
• Strong assessment, triage, and risk management skills
• Familiarity with BC Mental Health Act, Child, Family and Community Services Act, and related legislation
• Knowledge of local service networks, emergency protocols, and geographic familiarity with Kelowna, BC
• Quick decision-making, critical thinking, and real-time problem solving in complex crisis scenarios
• Strong conflict resolution and non-violent communication skills
• Ability to manage multiple concurrent priorities with fluctuating urgency
• Ability to remain calm, emotionally regulated, and task-focused under pressure
• Ability to be regularly exposed to individuals who are struggling with and/or recovering from trauma, drug/alcohol use, homelessness, mental health challenges and/or mental illness
• This position will be regularly exposed to occupational hazards including but not limited to: direct contact with dust, dirt, germs and human bio-products ; varying weather conditions

WHO IS CMHA KELOWNA & DISTRICT?

At CMHA Kelowna & District, we are dedicated to Mental Health in our community. No matter how old or how young, we provide support for families and individuals through programs that promote positive mental health and support recovery, while championing the elimination of barriers that can prevent people from thriving. We are a dynamic, innovative and visionary organization. We are looking for someone who shares our vision of a mentally healthy Kelowna and are passionate about making a difference in our community by bringing their particular expertise to our organization. To learn more, check out our website at www.cmhakelowna.org

CMHA KELOWNA & DISTRICT OFFERS YOU:

• A competitive hourly wage of $33.93

• Dental, Health & EAP Benefits

• Wellness Spending Account

• RRSP matching program

• Vacation & Personal Health Days

• Workplace culture that fosters learning, transparency, trust and teamwork

As an employer, CMHA Kelowna & District strives to create a workplace that respects and values all individuals, minimizes bias, and promotes the equity, diversity, and inclusion of different perspectives and ideas. At CMHA Kelowna & District that means welcoming diversity in mental health, race, ethnicity, and culture. It also means diverse abilities, age, religion, sexual orientation, socio-economic status, gender identities, education, marital status, language, and physical self expression. These values are embedded in the work CMHA Kelowna & District does every day.

We appreciate and thank all applicants for their interest, however only short-listed candidates and those legally eligible to work in Canada will be contacted.