Position Summary

Join our team as a Crisis Line Quality Assurance Assistant and play a vital role in ensuring high-quality interactions with service users within the Central Okanagan and beyond. This role involves reviewing service user interactions, providing feedback, and supporting responders and volunteers as part of a national, provincial, regional, and local network system.

Reporting Structure:

Crisis Line Manager

Prime Functions:

Quality Assurance & Documentation:

• Review reports, text transcripts, and call recordings to assess the quality of interactions.
• Provide timely and constructive feedback to responders to promote continuous improvement.
• Ensure the accuracy and completeness of responder documentation for both talk and text interactions.
• Maintain detailed and accurate records of quality assurance activities.

Training & Support:

• Assist in the training and onboarding of new responders as directed.
• Offer supervisory support, including after-hours assistance, to crisis line responders and trainees.
• Participate in ongoing training sessions to stay updated with best practices in crisis intervention.

Policy & Compliance:

• Regularly review and update policies, procedures, and training manuals to reflect current standards.
• Uphold confidentiality and adhere to ethical and legal standards as outlined in organizational policies.

Team & Organizational Involvement:

• Provide constructive feedback to the Manager, Coordinator, or Facilitators as needed.
• Actively participate in organizational activities, including staff meetings, social events, and supervision meetings.
• Occasionally provide call or text service shift coverage as required.
• Perform other related duties as assigned.

Qualifications:

• Post-secondary education in a relevant field, with a degree preferred
• Relevant experience in crisis intervention, mental health support, or a related field, gained through volunteer work, practicums, training, or employment. Experience on a crisis line is an asset.
• Proficiency in computer applications and data entry, with strong typing skills required.
• Strong written and verbal communication skills with the ability to provide clear and constructive feedback.
• Strong interpersonal skills.
• Ability to handle confidential information with professionalism.
• Clear criminal record check (including a vulnerable sector check).
• Previous crisis or suicide intervention training (e.g., ASIST, Mental Health First Aid) is an asset.

Benefits:

• 3 weeks vacation
• Paid sick leave
• Group benefits including extended health, dental, and paramedical
• Health spending account
• Pension contribution

Application Process:

We are committed to diversity and inclusion and encourage candidates from all backgrounds to apply. If you require accommodation during the application process, please contact People and Culture at our main office at 250-763-8008.

About KCR Community Resources:

KCR is a not-for-profit agency fostering diversity, collaboration, and resourcefulness by tailoring services to meet community, family, and individual needs. We believe in a community where individuals and families are supported in leading healthy, productive, and fulfilling lives. We value inclusion and relationships built on mutual trust, recognizing each other's contributions, expertise, and opinions. We strive to create a safe and welcoming work environment where collaboration and valuing people's strengths are at the core of our day-to-day interactions.