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

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 serviceproviders, 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 cooperative 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 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
- 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

📌 CRCL Dispatcher (Kelowna)
🏢 Canadian Mental Health Association
📍 Kelowna