CLCR Systems, Screening and Dispatch Navigator- Casual call

at  AVI Health Community Services

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.

JOB SUMMARY:

The CLCR 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.

QUALIFICATIONS:

1. Minimum 3 years relevant experience, including mental health services, de-escalation and crisis response, and case management.
2. Undergraduate Degree in the mental health field (counselling, social work, psychiatric nursing).
3. Crisis Intervention Skills, including extensive experiencing with situational awareness, mental health assessments and suicide intervention.
4. Able to respectfully engage and support Indigenous relationships, with a trauma informed and decolonial lens.
5. Demonstrated skills, experience, and knowledge of harm reductio and health promotion practices.
6. Demonstrated practice of social justice, cultural humility, and trauma-informed approaches to care.

o 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 skill

Screening and Dispatch

• Manage the central call line for the CLCR 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 CLCR team in responding to crisis calls.
• Gather and share vital and relevant information, liaising between caller and CLCR team, updating CLCR 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 CLCR 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 CLCR 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 Victoria resources, their interrelationships, and their function in delivering care in the community i.e., Mental health & substance use responsive services.

Crisis Response
CLCR 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:

• 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
CLCR 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:

o All kinds of weather
o For extended periods
o Within and around diverse types of substance use
o Within and around respiratory illnesses
o Within potentially hazardous dwellings

o 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,
• Adhere to all CLCR Program Policies and Practices
• Adhere to AVIs Code of Ethics