Bilingual Crisis Response Worker – ANCHOR

# Summary 

# About the organization 

 We are a nonprofit, multi-service community health centre that has played an active role in the community since 1969.

We offer a full range of community services delivered by a diverse team of professionals.  Our team includes doctors, nurses, social workers, counsellors, dietitians, community developers, health promoters, and outreach workers.

# About the position 

 Summary

The ANCHOR Team is an innovative pilot project that provides a community-based, non-police response and follow-up for individuals experiencing crises in the Centretown and Somerset West catchment areas, and beginning in June 2026, the Byward Market, Sandy Hill, Lowertown, Vanier and Overbrook neighbourhoods. The project is a collaborative initiative. Partners include Centretown and Somerset West Community Health Centre, the City of Ottawa, the Ottawa Guiding Council on Mental Health and Addictions, Community Navigation of Eastern Ontario (CNEO) and other community interest holders.

Reporting to the Manager, ANCHOR Team, and under the supervision of Team Leads, the Crisis Response Workers are responsible for direct response to calls for service as assessed and triaged by operators at 911 and 211. 

The ANCHOR pilot will bring staff from two community health centres together as one team. Both CHCs are committed to working together in an integrated fashion to ensure seamless coordinated supervision of and support to staff, and care to clients.  This position will require evening, overnight and weekend shifts.

The Crisis Response workers (CRWs) will work directly with individuals who either self-identify or whose behaviours indicate they are experiencing a crisis related to their mental health, substance use or both. The CRWs will use anti-racist, anti-oppressive and harm reduction frameworks in assessing, de-escalating and responding to situations they encounter. Exercising sound clinical judgement, coupled with a high level of mental health and substance use experience and de-escalation skills, the CRW ensures excellent client care and community responsiveness. 

The CRW’s primary responsibility is to provide an urgent, compassionate response to people facing multiple barriers to care due to inequities related to social determinants of health, who would benefit from a community-based response and are not in need of intervention from police or paramedics. The CRW engages individuals and assesses the appropriate level of intervention and support required. The CRW- ANCHOR is skilled at systems navigation and has a high level of knowledge of the key resources and services available to support the needs and goals of clients. They are skilled at advocating with and for clients to ensure equitable access to care and support. Excellent collaborative and relationship building skills ensure the ability to engage program partners, stakeholders and community resources to support and stabilise the individual in crisis. Crisis Response Workers will be based out of Centretown and/ or Somerset West Community Health Centre main locations but will spend the majority of their time in the community. The abilities to drive a Centre vehicle and provide a clean driving abstract are required.

# Qualifications

 Here’s what we are looking for in our ideal candidate:

• Bilingualism in English and French essential- must be able to fulfill above expectations of service delivery in both official languages

• Ability to work evenings, overnights and weekends 

• Driver’s License (G class) and private insurance required to operate motor vehicle

• Post-secondary degree in health care, social sciences or a related field, or equivalent combination of training, lived and professional experience.

• 3-5 years relevant experience in assertive engagement, crisis intervention, working with people who are living with mental health and substance use concerns.

• Additional training in areas relevant to the position, including

  • trauma-informed care

  • best practices related to concurrent disorders

  • harm reduction principles

  • recovery principles within mental health

  • LGBT2SQ+ issues / Trans Health services 

  • Refugee and immigration issues, settlement services

  • Issues relating to gender-based and intimate partner violence; safety planning

• Demonstrated understanding of and experience with de-escalation and Motivational Interviewing

• Extensive experience, skills and knowledge in working with individuals living with complex mental health, substance use health and chronic health issues. 

• High level of knowledge related to trauma, mental health and substance use health disorders

• Experience in providing outreach and crisis response services within a substance use health framework

• Thorough knowledge of social and health service resources within Ottawa

• Thorough knowledge of rapid access to community resources related to mental health, substance use health and basic needs, including opioid management programs; harm reduction services; Consumption and Treatment Sites; counselling services; drop ins and food banks; shelters and housing resources; domestic violence resources; newcomer and cultural services.

• Demonstrated ability to provide crisis intervention and support

• Experience working with equity deserving populations including: youth, LGBT2SQ+ individuals, newcomers; individuals who are unhoused or precariously housed; individuals with concurrent disorders; seniors

• Demonstrated ability to work collaboratively across multidisciplinary teams 

• Demonstrated ability to work with marginalized populations within a trauma-informed, anti-racist and anti-oppressive lens

• Excellent verbal and written communication skills

• Flexibility, clinical judgement, initiative and ability to work in a fast-paced environment

• Demonstrated effective relational skills, including the use of de-escalation, motivational interviewing, cognitive behaviour therapy and other communication and relational tools, to engage with clients and determine goals of care.

• Knowledge of required provincial, federal and municipal programs relevant to populations served, e.g. housing, ID, immigration status, social assistance, etc.

• Ability to work well independently and as part of multidisciplinary team

• Demonstrated flexibility and effectiveness within a rapidly changing environment, short deadlines and multiple priorities 

• Exceptional attention to detail

• Knowledge of acute symptoms related to serious mental illness and/or substance use; and residual effects of major mental illness 

• Demonstrated ability to deal effectively with challenging situations, maintain healthy boundaries and exhibit sound judgement for personal, team and client safety

• Proficient with Windows-based computer systems and mobile applications, including email and database programs and Electronic Medical Records. 

Strongly preferred (please clearly self-identify on your application): 

• Identifies as member of Indigenous, Black and/ or racialized communities

• Lived experience related to mental health, substance use and/ or homelessness

• Ability to communicate in any other language commonly spoken in catchment areas

Language designation:

• English: Spoken & Written 

• French: Spoken & Written