Experiential Community Crisis Responder

CMHA Kelowna is proud to introduce several new and exciting roles within the Crisis Response, Community-Led (CRCL) initiative. 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 two (2) Experiential Community Crisis Responders to provide immediate support and de-escalation to individuals experiencing crisis, alongside a Community Crisis Responder. This is a rare opportunity for passionate, values-driven people with lived experience to support in crisis response to help bring this vision to life. Learn more about the provincial CRCL initiative at https://www.crisiscentre.bc.ca/crcl.

CMHA Kelowna is hiring two full-time Experiential Community Crisis Responders for the Crisis Response, Community-Led (CRCL) program. This position offers two options for work schedules which require on call support and flexibility to attend community meetings as needed:

1. 40 hours a week with a typical work week of Monday – Thursday 11:00am – 9:00pm.

2. 30 hours a week with a typical work week of Friday-Sunday 11:00am-9:00pm

WHO IS AN EXPERIENTIAL COMMUNITY CRISIS RESPONDER? 

The Experiential Community Crisis Responder (ECCR) plays a vital frontline role on the Crisis Response, Community-Led (CRCL)Team in delivering immediate, compassionate, and trauma-informed crisis intervention to individuals (ages 13+) experiencing acute mental health and/or substance use-related distress. Grounded in harm reduction and trauma-informed care, the ECCR provides de-escalation, safety and wellness assessments, peer-based counselling, and practical support directly in community settings—including encampments, parks, shelters, and people’s homes. This role is rooted in lived/living experience and centers dignity, respect, and person-led decision-making.
 

WHAT DOES AN EXPERIENTIAL COMMUNITY CRISIS RESPONDER DO? 

• Deliver immediate crisis response, including emotional regulation, psychological first aid, and de-escalation
• Conduct situational assessments, suicide risk evaluations, and safety planning
• Co-create Care Plans and Safety/Wellness Plans in partnership with service users
• Respond to overdoses and medical emergencies using First Aid and Naloxone
• Refer and triage to emergency services when appropriate following safety protocols in high-risk or volatile environments
• Provide peer-informed, trauma-responsive counselling and support services
• Advocate for and support individuals facing stigma, marginalization, and systemic barriers
• Share lived/living expertise in a professional and boundary-conscious manner
• Offer mobile outreach services in diverse community environments (e.g., shelters, drop-in centres, parks, streets)
• Provide supplies including food, shelter gear, harm reduction supplies, and hygiene kits
• Work alongside Community Crisis Responders and other team members to provide coordinated care
• Participate in case planning, team debriefs, reporting, evaluations, and program development
• Support follow-up care, referrals, and wellness checks
• Maintain accurate and confidential client case notes, assessments, and care plans
• Performs other related duties as assigned

QUALIFICATIONS & EXPERIENCE:

•  Minimum 3 years’ experience in crisis intervention, peer-based support, harm reduction, or community mental health service delivery     Lived experience of systemic oppression, mental health and/or substance use challenges, and/or criminalization
• Valid Class 5 driver’s license with a Driver’s Abstract
• Reliable vehicle and ability to travel between facilities and other locations on a frequent/occasional basis
• Criminal Record Check clearance in the Vulnerable Sector
• Grade 12 or equivalent education required; Diploma in Human Services or related field considered an asset
• Peer support work certification is an asset
• Certificates in ASIST, First Aid, CPR-C with AED, Mental Health First Aid and Naloxone considered an asset
• Experience with de-escalation and harm reduction
• Experience working in the non-profit sector considered an asset
• Strong verbal and written communication skills
• Demonstrated cultural humility with the ability to build trust with marginalized populations
• Ability to navigate emotionally charged and high-risk scenarios with empathy and professionalism
• Commitment to team-based care, mutual accountability, and respectful collaboration
• Understanding of and commitment to trauma-informed and harm-reduction principles
• Commitment to Indigenous cultural safety, reconciliation, and learning about colonial harm and healing
• Alignment with organizational protocols, Public Health Orders, and legal mandates
• Ability to maintain confidentiality, ethical practice, ethics of crisis care, and appropriate documentation
• Ability to maintain consistent professional boundaries
• Proficient in Microsoft Outlook, Word and Excel
• Extensive knowledge of harm reduction, mental health, addiction, and public health practices
• Familiarity with peer-based counselling approaches, safety planning frameworks, and documentation protocols
• Strong assessment, triage, and risk management skills
• Familiarity with BC Mental Health Act, Child, Family and Community Services Act, and related legislation
• Understanding of overdose response tools and medical crisis interventions
• Knowledge of local service networks, emergency protocols, and geographic familiarity with Kelowna, BC
• Quick decision-making, critical thinking, and real-time problem solving in complex crisis scenarios
• Strong conflict resolution and non-violent communication skills
• Ability to manage multiple concurrent priorities with fluctuating urgency
• Ability to remain calm, emotionally regulated, and task-focused under pressure
• Ability to be regularly exposed to individuals who are struggling with and/or recovering from trauma, drug/alcohol use, homelessness, mental health challenges and/or mental illness
• This position will be regularly exposed to occupational hazards including but not limited to: direct contact with dust, dirt, germs and human bio-products ; varying weather conditions   

WHO IS CMHA KELOWNA?

At CMHA Kelowna, we are dedicated to Mental Health in our community. No matter how old or how young, we provide support for families and individuals through programs that promote positive mental health and support recovery, while championing the elimination of barriers that can prevent people from thriving. We are a dynamic, innovative and visionary organization. We are looking for someone who shares our vision of a mentally healthy Kelowna and are passionate about making a difference in our community by bringing their particular expertise to our organization. To learn more, check out our website at www.cmhakelowna.org

CMHA KELOWNA OFFERS YOU:

•         A competitive hourly wage of $32.68-37.58

•         Dental, Health & EAP Benefits

•         Wellness Spending Account

•         RRSP matching program

•         Vacation & Personal Health Days

•         Workplace culture that fosters learning, transparency, trust and teamwork

As an employer, CMHA Kelowna strives to create a workplace that respects and values all individuals, minimizes bias, and promotes the equity, diversity, and inclusion of different perspectives and ideas. At CMHA Kelowna that means welcoming diversity in mental health, race, ethnicity, and culture. It also means diverse abilities, age, religion, sexual orientation, socio-economic status, gender identities, education, marital status, language, and physical self-expression. These values are embedded in the work CMHA Kelowna does every day.

We appreciate and thank all applicants for their interest, however only short-listed candidates and those legally eligible to work in Canada will be contacted.

Please visit our careers page to see more job opportunities.