Dispatch, Systems and Screening Navigator – CRCL Casual

Overview

AVI Health & Community Services (AVI) is a multi-disciplinary community-based organisation providing HIV, hepatitis C and harm reduction services out of 5 locations across Vancouver Island. AVI provides services to people living with HIV and hepatitis C and harm reduction clients. We take evidence-based action to prevent infection, provide support, and reduce stigma. We work within a social justice and health promotion framework to ensure equity and access to services for all. At the core of what we do is our ability, and commitment to, creating meaningful connections. Every day, we strive to create meaningful connections between clients and staff, between peers, between staff members, between organizations, between communities, and between funders and impactful programs. Join our supportive, dedicated and client-centred team in promoting the health, dignity and well-being of all people affected by HIV, HCV and substance use by delivering sex-positive and harm reduction-based education, prevention and / or support services.

The AVI Crisis Response, Community Led (CRCL) is funded by the Province of British Columbia and the Canadian Mental Health Association. CRCL is a peer-assisted care program and a mobile crisis response team, led by persons with lived / living experience and mental health professionals who are able to de-escalate crises and develop community care plans with persons experiencing crisis. The CRCL team focuses on health, well-being and community support using a community-based, client-centered, trauma-informed response. A peer-assisted model of care helps individuals navigate mental and social care services and reduce engagement with the justice system and emergency services. In the spirit of reconciliation and community empowerment, K\'ómoks First Nation and AVI Health and Community Services have joined hands to support a comprehensive and culturally safe service initiative. KFN provides guidance to ensure Indigenous perspectives are woven throughout and support Indigenous peoples accessing this service. The CRCL team provides services on the territories of the K\'ómoks First Nation.

The CRCL program is designed to be an emergency response team that supports persons and their community / family experiencing mental health and substance use related crises, with a focus on cultural competency, trauma-informed care and client-centered approaches.

Job Summary

The CRCL team will provide acute mobile crisis support and de-escalation services for persons 13 years of age and older experiencing mental health and / or substance use related crises. Working in collaboration with all team members, the Systems, Screening and Dispatch Navigator is the first point of contact via the phone and is responsible for assessment and acuity triage and team dispatch. This role determines the level of risk, decides the most appropriate response, and dispatches / maintains communication with teams attending to crisis. The role is grounded in person-centered, harm reduction and trauma informed approaches to care, which center the needs and agency of the service user.

Key Duties And Responsibilities

• Screening and Dispatch : Manage the central call line for the CRCL team, including phone lines and through text.
• Assess and triage calls and text messages from the community including assessment screening and triage, while initiating Community Care Plans and resourcing community supports.
• Develop support and safety plans for persons in crisis, and / or for Third Party Callers.
• Consult with community resources, family members and peers, as directed by and appropriate to the caller's needs, participate in trainings, case management, daily debriefing, client follow-up and staff check-ins.
• Redirect callers to access pertinent resources, including 911 and / or the crisis line where appropriate.
• Engage in assessments, gather information, and liaise between caller and CRCL team, updating team on status changes.
• Provide non-judgmental emotional telephone and text support and crisis intervention, including assessment, problem solving and community resourcing.
• Complete thorough assessments of suicidal ideation and / or homicidal intent, including planning or attempts in progress.
• Use assessment tools to determine urgency and involve CRCL Team or other emergency services as needed.
• Assess needs and risk of callers, refer to appropriate services and provide short-term follow-up during wait times and until CRCL support can be arranged.
• Support behind-the-scenes systems and communicate with internal AVI programs, staff scheduling, payroll and leave management.
• Consult with community members and resources as appropriate to client care.
• Prioritize multiple tasks using a methodical approach to problem solving, decision making and clear communication.
• Assess, identify, plan, intervene and evaluate bio-psycho-social-spiritual care needs per best practices and documentation.
• Monitor team workload and location and triage according to capacity.
• Implement active rescue when required (call 911, lifesaving First Aid, etc.).
• Maintain confidential client case files, including Community Care Plans and safety / wellness assessments.
• Maintain familiarity with local resources and their function in delivering care in the community.

Crisis Response

CRCL is an emergency response team supporting persons and their community / family experiencing mental health and substance use related crises. The Navigator is expected to model cultural competency, respond to crises, triage and adjust responses based on call acuity, communicate effectively with all teams, and remain responsive to calls up to the end of shift or mandatory overtime. The role requires emotional resilience, teamwork, and a person-centered approach to care, including developing comprehensive safety plans and post-crisis follow-up.

Situational Awareness, Scene Safety and Unpredictable Working Conditions

CRCL operates in changing environments and may involve escalated individuals. The Navigator uses trauma-informed approaches, maintains cultural humility, and adapts to changing work environments, including varying weather, extended periods, different substance use contexts, respiratory illnesses, hazardous dwellings, and unknown environments. The role involves conducting over-the-phone and in-person assessments, on-scene engagement with care providers when needed, and maintaining universal precautions and rapport-building.

Program Development and Accountability

Community-led responses to mental health and substance use crises are evolving approaches to care. The Navigator is expected to be open to feedback, practice accountability, be self-directed, and engage in collaborative relationship building with K\'ómoks First Nation and the community. The role may involve program development, public relations and events to promote CRCL in the Comox Valley, and adherence to CRCL Program Policies, Practices and AVI Code of Ethics.

Qualifications

Strong understanding of colonialism and its impact on Indigenous peoples. Minimum 3-5 years relevant experience, including mobile crisis response, crisis de-escalation, dispatch or crisis line experience is an asset. Degree in the mental health field (counselling, social work, psychiatric nursing). Crisis intervention skills with situational awareness, mental health assessments and suicide intervention. Ability to respectfully engage Indigenous relationships with a trauma-informed and decolonial lens. Demonstrated skills and knowledge of harm reduction and health promotion practices. Demonstrated practice of social justice, cultural humility, and trauma-informed approaches to care.

Key Characteristics

Position Details

We thank all applicants; only those selected for an interview will be contacted.

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