Systems, Screening and Dispatch Navigator - ROI

Systems, Screening and Dispatch Navigator - ROI

• Systems, Screening and Dispatch Navigator - ROI

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. For more info see www.avi.org

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.

AVI Crisis Response Community Led (CRCL)

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 is an alternate approach to responding to someone in crisis that focuses on health, well‑being and community support. Utilizing a community‑based, client centered, trauma‑informed response, a peer‑assisted model of care has been proven to help 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 and create a comprehensive and culturally safe service initiative. KFN provides guidance through the CRCL program development to ensure Indigenous preceptive is woven throughout and supports Indigenous peoples accessing this service.

The CRCL team provides services on the territories of the K'ómoks First Nation.

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 is responsible for determining the level of risk, deciding the most appropriate response, and dispatching / maintaining communication with teams attending to crisis.

Alongside the team, this role is grounded in person‑centered, harm reduction and trauma informed approaches to care, which center the needs and agency of the service user.

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 community including assessment screening and triage, while initiating Community Care Plans and resourcing community supports.

Develops support and safety plans for persons in crisis, and / or for Third Party Callers

Consults with community resources, family members and peers, as directed by and appropriate to the caller's needs, as well as participating in trainings, case management, daily debriefing, client follow‑up and staff check‑ins.

Where appropriate redirect callers to access pertinent resources, including 911 and / or the crisis line.

Quickly and accurately engages in assessments and obtains all information needed to assist CRCL team in responding to crisis calls.

Gather and share vital and relevant information, liaising between caller and CRCL team, updating CRCL team of status / status change of person in crisis.

Provides non‑judgmental emotional telephone and text support and crisis intervention, including assessment, problem solving and community resourcing.

Completes a thorough assessment of suicidal ideation and / or homicidally, including planning or attempt in progress.

Uses assessment and screening tools to determine urgency and involves CRCL Team or other emergency services, depending on severity and needs of individual and care provider(s) onsite.

Assess needs and risk of callers, referring to appropriate services and providing short term follow‑up during wait times, and until CRCL support can be arranged.

Supports behind the scenes systems, including communication with internal AVI programs, staff scheduling, payroll and leave management.

Consults with community members and resources, as appropriate to client care.

Quickly prioritizes multiple competing tasks using a methodological approach to problem solve, make decisions, and communicate clearly.

Assess, identify, plan, intervene and evaluate bio‑psycho / social / spiritual care needs in accordance with best practices and documents.

Monitor team workload and location and input / evaluate and triage according to capacity.

Implement active ‘rescue’ when an intervention is required (I.e., call 911, advise use of lifesaving First‑Aid, etc.)

Maintain confidential client case files, including Community Care Plans, safety and wellness assessments.

Maintain familiarity with Comox Valley resources, their interrelationships, and their function in delivering care in the community i.e., Mental health & substance use responsive services.

Crisis Response

CRCL is an emergency response team, supporting persons and their community / family experiencing mental health and substance use related crises.

At all times, the Systems, Screening and Dispatch Navigator is expected to be :

Model a high degree of cultural competency, including ensuring services are culturally sensitive and incorporate Indigenous knowledge, practices, and approaches to healing and wellness

Ready and able to respond to mental health and substance use related crises,

Triage, assess and adjust responses depending on call acuity, severing and other incoming calls,

Think critically and respond quickly, especially in critical situations and when deciding the next course of action,

Respond to / answer back‑to‑back calls,

Communicate effectively with all teams attending calls, including collaborative and directive styles of communication,

Remain responsive to incoming calls up until the end of shift, and / or when Mandatory Emergency Overtime is in effect,

Demonstrate emotional resilience, including and especially within complex situations,

Work effectively as a team, including respectful communication throughout and following an emergency crisis response,

Continuously center the needs of the person experiencing crisis

Effectively and professionally engage other care providers, including when advocating for a person in crisis, and / or when critically assessing and determining the next course of action,

Develop comprehensive safety plans and establish post crisis follow‑up care, centering the needs of the person in crisis.

Situational Awareness, Scene Safety and Unpredictable Working Conditions

CRCL works in environments and conditions that many change quickly, including with persons who may be or become escalated.

At all times, the Systems, Screening and Dispatch Navigator is expected to :

Utilize a trauma informed approach, including with persons who are escalated and who use language or express beliefs that could be offensive or triggering for staff,

Decenter themselves to provide care to all persons accessing our services,

Utilize situational awareness, assessment, de‑escalation, and mental health training to work safely within changing and unpredictable environments,

Be prepared for and able to adapt to changing work environments, including :

All kinds of weather

For extended periods

Within and around diverse types of substance use

Within and around respiratory illnesses

Within potentially hazardous dwellings

Within unknown and unpredictable environments

Perform over the phone and in‑person assessment to critically assess and determine the next course of action, including in cases where Dispatch was unable to provide detailed information,

Remain on scene and able to critically assess, including when a situation escalates and / or requires a higher level of care,

Professionally engage service providers, including police, ambulance, fire, and healthcare providers, etc.

Utilize ongoing assessment, rapport building and universal precautions,

Utilize direct questions (open and closed ended), direct feedback and motivational interviewing skills,

Program Development and Accountability

Community‑Led responses to mental health and substance use related crises are a new and evolving approach to care, grounded in living knowledge and accountability to communities and individuals who use the service.

As such, the Systems, Screening and Dispatch Navigator is required to :

Be open to feedback, engage in self‑reflective practices and humility,

Understand and practice both collective and personal accountability,

Be self‑directed and able to perform all duties and professional obligations, without prompting or reminding,

Demonstrate and engage in collaborative support and relationship building with K'ómoks First Nation Community, and its members

Adhere to all CRCL Program Policies and Practices

Adhere to AVIs Code of Ethics

QUALIFICATIONS

Strong understanding of colonialism and the ways in which historical and ongoing colonization impacts Indigenous People

Minimum 3-5 years relevant experience, including dispatch or crisis line work, crisis de‑escalation, mobile crisis response and acute mental health services.

Degree in the mental health field (counselling, social work, psychiatric nursing).

Crisis Intervention Skills, including extensive experiencing with situational awareness, mental health assessments and suicide intervention.

Able to respectfully engage and support Indigenous relationships, with a trauma informed and decolonial lens.

Demonstrated skills, experience, and knowledge of harm reductio and health promotion practices.

Demonstrated practice of social justice, cultural humility, and trauma‑informed approaches to care.

Relevant or applicable training / experience in anti‑racism and an analysis of colonialism and the ways in which historical and ongoing colonization impacts Indigenous People.

Successful Completion of the CRCL / PACT Training Curriculum.

Able to carry 25lbs.

First aid and CPR level C.

Valid Class 5 BC Driver’s License with “Normal” Drivers Status.

Driver’s Abstract (AVI will review the past year’s driving record. Drivers will need to have no suspensions or prohibitions or 1 passenger only restrictions or a Driver's Factor of 1.1 or lower).

Employment subject to criminal record check for working with vulnerable populations.

KEY CHARACTERISTICS

Ability to manage hostile interactions, utilizing non‑violent communication, situational awareness, and diffusing techniques.

Humility, flexibility and self‑directed.

When attending a call- emotional resilience and ability to center the needs of the person in crisis, including persons who are angry, hostile, expressing values and beliefs that are opposed to yours / the teams.

Ability to conduct initial assessments, critically assess and determine the most appropriate response, while remaining calm responsive to change.

Ability to critically assess and remain grounded in complex, changing situations.

Ability to work mandatory overtime, to continue to provide emergency responses, where and as needed.

POSITION DETAILS

Term : Dec 1 st ,2025- March 31 st , 2026. Position contract will be extended upon further funding. Return of Incumbent.

Pay : $33.99 / hour to start with stepped increases based on your seniority with AVI. (Pay for this role is based on the BCGEU pay grid 38)

Hours and Schedule : 37.5 hours per week.

Shifts : Monday-Friday 2 : 30pm-10 : 30pm

Subject to change based on operation needs of program.

Afternoon Shift Premium for Some Shifts : Afternoon Shift Premium of an additional $0.25 / hour applies to any shifts that have at least 50% of their time scheduled between 4 pm and midnight. As such, some of the shifts of this ad qualify for an additional $0.25 / hour premium.

Weekend Shift Premium for Some Shifts : Weekend Shift Premium of an additional $0.50 / hour applies to each hour worked between 00 : 01 hours Saturday and 24 : 00 hours Sunday. As such, some of the shifts of this ad may qualify for an additional $0.50 / hour premium.

Location : CRCL office and throughout Comox Valley responding to crisis and in the community and where as needed, including in people’s homes, community centers and outside / with folks surviving outside.

Union : AVI is a union environment under the Collective Agreement : HEABC & Health Services & Support Community Subsector Association 2022-2025 and this role is a BCGEU union position.

Benefits : This position will be eligible for extended health, life and AD&D coverage after 488 hours with AVI. AVI pays for the entire cost of the plan on behalf of its staff.

Pension : If you are already a member of the Municipal Pension Plan (MPP), you can continue with them at AVI immediately. AVI contributes an additional 9.31% towards your pension account. If you are not already a member of the Municipal Pension Plan, part time staff may become eligible after 2 years with AVI.

Other Perks : This position gets 6.4% vacation (equivalent to 3 weeks), receives a paid day off for every Stat Holiday and Easter Monday and accrues a Sick Bank of 6.9%. Sick and Vacation Days are both available to be used after your first 488 hours at AVI.

TO APPLY

If you are interested in this position, please apply or submit your expression of interest before 5 p.m. November 17th, 2025.

AVI is committed to equity and diversity and we strongly encourage applications from, but not limited to, folks who identify as Indigenous Persons, persons of colour, racialized, persons living with a disability, persons who use / d drugs, persons with experience of sex work, persons who live with HIV and / or hepatitis C, and persons representing diverse genders and sexualities.

Accommodation is available on request for candidates taking part in all aspects of the selection process.

As AVI is a union environment, internal staff will be prioritized in the hiring process.

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