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 wo…

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