Program Manager, Crisis Services

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
Canadian Mental Health Association-Peel Dufferin Branch
  • Crisis Intervention
  • Healthcare: Mental Health, Psychiatry, Psychology, Clinical Therapy
  • Management / Executive
Full Time
  • Ontario - Peel Region - Brampton
Manager (Supervisor of Staff)$78,400 - 88,4002019-09-102019-09-22

The Canadian Mental Health Association/Peel Dufferin Branch (CMHA/Peel Dufferin) is pleased to announce that we are currently recruiting for the position of Manager, Crisis Services. This is a permanent position (37.5 hours per week), reporting to the Director- Crisis Services, based in Brampton. 

The primary responsibility of the Manager, Crisis Services is to provide leadership and support to the Staff of the Crisis Services team, and to provide clinical supervision and operational support to Team Leads and direct support staff. This position is dependent on funding approval and may be appointed to the Mobile Crisis Rapid Response Team (MCRRT). 

Summary of Service

Canadian Mental Health Association Peel Dufferin Branch Crisis Services Program provides telephone and outreach services to people with mental illness who are in crisis.

Mental health workers (nurses, social workers, occupational therapists) will triage calls on the crisis line and provide support and develop a plan for intervention. Clients may be provided with support and intervention on the telephone. Outreach Service consists of both, teams of health care workers as well as teams of health care workers paired with police officers who have been trained in mental health and crisis intervention, responding to individuals/families experiencing crisis in the community. 

The team provides crisis intervention, support, assessment and assistance developing follow-up plans to clients in the community who are in crisis. Follow-up may include brief monitoring/support, referral to appropriate community organizations/support networks or collaboration with existing supportive organizations. Prevention of ongoing or future crisis is a goal of the program. Model of service is mental health outreach and crisis intervention partnered with police services.  

Crisis Support Workers will respond to adults who are seriously mentally ill and are in crisis. This includes going mobile in the community and responding to telephone crisis calls as required. The Crisis Support Worker works in collaboration with other members of the crisis services team including police officers. This includes a systemic approach for the assessment of adults in crisis to stabilize and manage the current crisis situation. The Mental Health Worker conducts risk and safety assessments, gives support and accesses support from many sources in the community

Salary Band: $78,400- $88,400

CMHA Peel Dufferin offers a competitive overall compensation package which includes: 

Four weeks paid vacation (accrued), Eighteen Paid personal days per year (accrued), Two Flexible Days annually, HOOPP pension plan, Professional development opportunities within the agency, Excellent benefits including Heath and Dental coverage, Employee Family Assistance Program and access to a wellness fund benefit.

Key Responsibilities:

  • Manage day to day operational issues of program
  • Schedule full-time and relief staff to meet 24/7 program needs
  • Ensures that clinical records and program data are maintained in accordance with the policies and procedures of CMHA Peel Dufferin, including scheduling regular chart audits
  • Develop, review, and revise policies/procedures/guidelines for the Program and in accordance with the agency’s policy development protocol
  • Responsible for program planning and development in consultation with Director
  • Maintains knowledge of Risk standards and Health & Safety practices in the field and communicates the same to staff
  • Monitors yearly program budgets and utilizes appropriate financial processes
  • Responds to client complaints and consults with Senior Management, as per program policy
  • Maintains current knowledge of community resources and mental health field
  • Establish and maintain linkages with other mental health programs, consumer/survivor initiatives and community resources in the LHIN’s and others
  • Participates on agency and community committees and workgroups as requested
  • Participates in organizational strategic planning, implementation and evaluation
  • Actively participate as a team member of the Direct Service Management Team as well as in organizational management meetings and collaborates effectively with the rest of the management team 
  • Initiate any hiring of staff for the program and co-ordinate with HR Manager during the hiring process
  • Responsible for program orientation and training of new staff
  • Recommends further training for staff in clinical matters
  • Monitors staff travel, educational and client contingency expenses
  • Provide daily leadership to staff– coaching, modeling, mentoring, motivating and leading staff, ensuring effective service delivery and follow-through
  • Implements monthly supervision meetings and annual performance development plan for individual staff members
  • Lead and organize clinical and administrative meetings of the program
  • Initiates program planning and development in conjunction with Team
  • Attends clinical team meetings and case reviews according to the policies and procedures of the program
  • Demonstrate a positive professional attitude when representing the organization in the community 
  • Encourage the involvement and empowerment of clients
  • Follow the direction of the Joint Health & Safety Committee in complying with the Ontario Health & Safety Act
  • To adhere to the policies and procedures of the CMHA and your programs
  • Contribute to the mission, vision and values of CMHA Peel
  • Follow the organizational Code of Ethics and professional standards of your certification and/or your position in the organization
  • Stay current on relevant legislation and best practices, current research, policies and procedures 
  • Evaluate performance of staff and suggests performance development ideas
  • Participate in ongoing professional development and mandatory training
  • Ensures that the orientation program for new clinical staff is adequate
  • Actively engage and participate in supervisory process
  • Participate in the establishment of program goals and objectives and set service priorities based on it
  • Contribute in a positive way to the overall success of the program and organization
  • Participate in activities designed to promote the Branch, as directed
  • Participate actively in Board activities and Staff development activities organized internally and externally such as Staff Development Days, Staff Recognition, Annual General Meeting and Board Dinners
  • Attend and participate in team meetings as required
  • Participate in agency quality improvement activities, e.g. Information Systems Support and Privacy and Security committees, special events, etc.
  • Participate in quality improvement activities at the team/program level
  • Participate in external committees as required
  • Undertake other duties as assigned from time to time

Skills and Qualifications:

  • Regulated Health Professional designation is required.
  • Must possess a master’s degree in Social Work/ Occupational Therapy/Related Health Discipline or BSc. Nursing.
  • At least 7 or more years of experience within the community mental health field.
  • Proven leadership experience of 3 or more years, including supervision and leadership of a multidisciplinary team of professionals, extensive program development and project experience, organizational and community development experience.
  • Previous experience working with Police services is an asset
  • Experience managing 24/7 services is an asset
  • Strong organizational and analytical skills. Evidence of initiative, adaptability, sound judgement, tact, diplomacy, strong sense of ownership, collaboration, attention to detail and creativity. 
  • Understanding of current heath regulations in the Province
  • Demonstrated ability to be flexible and cope with ambiguity in the system
  • A strong, visionary leader with experience developing, managing and supervising programs/services within the mental health sector.
  • Ability to communicate with professionals from a variety of disciplines and sectors such as hospitals, Courts, Police etc.   
  • Ability to deliver clinical supervision and teaching to staff.
  • Proven cultural competence and ability to effectively work with diversity.
  • Evidence of promoting client centered, and recovery practices.
  • Knowledge of mental health reform and the Mental Health Act and relevant legislation.
  • Proficient computer skills including knowledge of CRMS or similar client record databases.
  • Knowledge of family and social systems
  • Ability to develop and deliver services that are sensitive to cultural diversity and inclusion
  • Ability to be resourceful, flexible and successful in a fast-paced working environment. 
  • Proficient using Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Demonstrated ability to work collaboratively with management and front-line staff
  • Able to manage system ambiguity in a professional manner
  • Ability to work well in a fast paced; constantly shifting and changing healthcare landscape
  • Well-developed and demonstrated knowledge of mental health, mental illness, stress management, anti-stigma, workplace wellness, mental health system issues and health promotion principles (Knowledge of concurrent disorder, addictions, and dual diagnosis would be an asset) 
  • Knowledge of or experience in the fundamentals of philanthropy
  • Strong communication skills – both oral and written – with interpersonal and leadership abilities
  • Valid Ontario driver’s license, relevant vehicle insurance and access to a reliable vehicle.
  • Satisfactory police records search and vulnerable sector screening
  • Satisfactory references

Working Conditions:

  • Work in contact with individuals living with serious mental illness, issues of poverty and substance use
  • Some overnight work may be required since this is a 24/7 Service.
  • The manager spends most of their time in their office doing clinical supervision and computer work
  • They may be required to attend court or accompany staff to a client meetings or crisis situations in the community setting

Qualified candidates are welcome to submit their cover letter and resume using the following link:

CMHA/Peel Dufferin is an Equal Opportunity Employer.

CMHA/Peel will make every effort to accommodate any needs of candidates through the hiring process, under the Human rights Code. Please inform us if you require any accommodation through the hiring process.