Identifying Information

Job Title:Peer Intake Lead

Program Area: Individual and Family Supports Program (IFSP)

Job Level:Program Team Lead

Reports to:Manager, Support Services

Organization Summary

CMHA-Edmonton is a non-profit organization that envisions mentally healthy people in caring communities. We increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer connections; suicide grief and family support; advocacy and wayfinding; and providing opportunities to improve your wellness.

Job Summary

Reporting to the Manager, Support Services, the Peer Intake Lead will receive and assign referrals from CMHA-ER Programs including Housing Diversion Program, housing tenants, 211/DL programs and external partnerships to Peer Support Workers. The Peer Intake Lead will support the development of the Peer Support Workers through mentoring, coaching on system navigation and information, and supervision.

Peer Support Workers are people with lived experience of a mental health challenge and/or addictions concern and will work alongside community members to encourage growth and development of skills that support independent living. Activities will focus on improving housing stability and connecting to the appropriate community-based services tailored to meet the specific needs of the individual.

The Peer Intake Lead acts as a point of contact for clients and family members, will support risk management and quality assurance initiatives, and fill in for Peer Support Workers, as needed, on a limited basis.

Core Competencies

• Client Assessment and Service Planning:Ability to conduct client assessments to evaluate needs, financial stability, and support requirements. Skilled in developing personalized action plans and setting achievable goals with clients.
• Effective Communication:Proficiency in communicating complex processes to diverse audiences in a clear manner. Communicates using recovery language that emphasizes strength of their peers.
• Relationship Management and Client Engagement:Skilled in building trust and maintaining strong working relationships with clients, colleagues, and community partners. Ability to engage with diverse populations empathetically and without judgment.
• Service Coordination and Resource Navigation:Proficient in navigating complex social service systems. Demonstrates organizational skills in coordinating multiple services to address comprehensive client needs.
• Problem Solving and Crisis Management:Skilled in addressing crises with a calm and solution-oriented approach. Demonstrates the ability to assess risks and implement safety plans as needed. Demonstrates good judgement in respecting the limits and boundaries of their role.

Key Responsibilities:

• Perform a needs assessment and assign support requests to existing team of PSWs
• Oversee the shift scheduling and administration tasks of PSW
• Fills in for Peer Support Workers, as needed, providing support virtually, in the community, or in-home.
• Monitor and communicate progress to housing diversion team, and Manager of Support Services, as needed
• Perform end of service evaluations with program participants
• Attend, participate and facilitate team meetings, supervision meetings, and staff connection meetings
• Oversee the supervision and staff performance of the PSWs to foster and maintain program effectiveness. Tasks include hiring, leading, administering standards and expectations, and management of performance
• Support the creation and implementation of the Service Delivery Plan for PSW peer support services delivered to clients in the home or the community.
• Support and provide mentorship and coaching to the PSWs on complex cases. Acts as a resource to the PSWs concerning information and referral services
• Identify and support quality improvement initiatives through data, observation and feedback received from staff and program participants.
• Utilize trauma-informed approaches to identify client strengths and areas requiring support.
• Support clients in their advocacy in accessing services and support with landlords, housing authorities, and service providers
• Review and triage incoming CMHA-ER Helplines requests for peer services delivered to people with lived experience PSW clients who will benefit from up to 3 months of peer support services from PSWs.
• Assign the PSW client caseloads and support the PSWs in working with their clients to meet the client identified recovery goals and objectives. Ensures PSWs are provided with guidance regarding effective resource navigation to support service users to overcome challenges related to mental health, mental illness, housing instability recovery and social barriers (e.g. poverty).
• Educate clients on tenant rights, housing and community resources, and program eligibility requirements.
• Establish trusting relationships with clients to facilitate engagement.
• Collaborate effectively with external service providers to connect clients with resources such as employment support, mental health services, and substance use treatment.
• Coordinate referrals to appropriate programs and services, ensuring all necessary documentation and eligibility requirements are met.
• Respond to client crises promptly, utilizing de-escalation techniques and connecting clients to emergency resources.

Qualifications/Experience

• Personal lived experience of mental health challenge and/or addiction concern.
• Minimum of 1-3 years of recent experience in navigation support or housing support
• Peer support experience, preferably working with individuals with lived experience of mental health challenge and/or addiction concern.
• Minimum 1-3 years of recent experience in supervision
• Experience working with vulnerable populations
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check.

Skills/Abilities

• Strong interpersonal, verbal and written communication skills
• Ability to set boundaries with clients, deal with difficult situations and respond in a composed manner
• Positive, helpful attitude towards assisting peers
• Demonstrated understanding of mental health, mental illness and recovery
• Knowledge and skills of advocacy, empowerment, and strength-based principles
• Knowledge of and abilities to access and utilize community resources/navigation and networks.
• Knowledge of and abilities to access and utilize social support systems and networks
• Embody and demonstrate peer support core values of empathy, connection, hope, inclusion, and respect.
• Demonstrated understanding of mental health; mental illness and recovery; and information and referral services
• Ability to work independently in a challenging environment, set priorities, meet deadlines and allocate time and resources effectively
• Organizational and problem-solving skills
• Ability to effectively use Microsoft Office
• Ability to deal effectively with the public and community agencies and maintain good public relations

Required Training for the Position

Within the first 3 months of employment:

Indigenous Cultural Awareness Training

Discrimination and Harassment Training

Diversity and Cross-Cultural Training

Trauma Informed Care

RMHPS

Within the first 6 months of employment:

First Aid

Mental Health First Aid

ASIST