Responder - 988 Hub

CAMH is the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada, that launched on November 30, 2023. 9-8-8 is Canada’s official three-digit national helpline for suicide prevention and emotional distress. This ground-breaking service is available 24/7/365 and accessible to everyone from coast to coast to coast.

The 9-8-8 National Hub plays a pivotal role in providing front-line service for the 9-8-8 Suicide Crisis Helpline. The 9-8-8 National Hub provides 24/7 service via phone and text modalities.

The 9-8-8 Suicide Crisis Helpline is currently seeking sixteen (16) full-time, permanent Responders. The Responder role supports the National Hub within 9-8-8: Suicide Crisis Helpline and provides crisis intervention support to individuals reaching out. Responders use an intervention model with core components that include actively engaging with callers and texters, listening to understand their experience, conducting suicide risk and strengths assessments, instilling hope and exploring reasons for living, collaborative problem solving and safety planning and connecting to other resources and services if required.

Key Accountabilities

• Provide crisis intervention support via phone and text following 9-8-8 and CAMH defined policies and practices.
• Apply suicide prevention techniques and protocols to effectively assess the individual’s risk of suicide, provide appropriate intervention, and provide additional resources when appropriate
• Work alongside a cohesive team while on shift that consists of shift supervisors and other Responders.
• Work collaboratively and compassionately with those reaching out.
• Schedule and complete follow-up calls as required in alignment with standard operating procedures.
• Establish safety using the least intrusive means necessary. This may involve contacting emergency services to ensure safety of callers/texters.
• Consult and take direction from supervisors for challenges that arise.
• Maintain accurate, timely, and detailed reports, documenting all required/identified data points.
• Complete legally required reporting.
• Maintain familiarity with 9-8-8 database of essential national resources and provide as needed to callers and texters.
• Maintain strict confidentiality and uphold the ethical and legal standards of 9-8-8: Suicide Crisis Helpline.
• Attend responder/staff meetings and additional training sessions when required.
• Participate in regular quality assurance assessment of skills.
• Participate in mentoring new responders as needed.
• Other duties as required/assigned.

The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. The position is remote within Canada. This role works remotely from a home office set up. Responders are required to have a dedicated, private, workspace within their home, equipped with essential tools and resources to answer interactions effectively. A computer with secure internet access, a telephone headset or hands-free device is required.

Successful candidates will go through a thorough interactive training program focused on building the necessary skills for 9-8-8 interactions.

Training Requirements:

Successful candidates must be available to participate in our 7-week virtual training program, beginning January 18, 2027, and concluding March 5, 2027.

As part of the training program, attendance at all seven live virtual training sessions is mandatory. These sessions are scheduled as follows:

• Wednesday, January 20, 2027
• Friday, January 22, 2027
• Wednesday, January 27, 2027
• Friday, January 29, 2027
• Wednesday, February 3, 2027
• Friday, February 5, 2027
• Wednesday, February 10, 2027

All sessions take place virtually from 1:00 PM to 4:00 PM Eastern Time (ET).

In addition to attending the mandatory live sessions, candidates must complete independent learning modules, role plays, and supervised mentoring shifts within the established training timelines.

Candidates must be able to commit to the full training schedule as a condition of participation in the program.

The successful candidate must possess a high school diploma. The successful candidate must have the ability to remain calm under pressure, demonstrate empathy, flexibility, and adaptability in varying situations, and possess excellent listening and communication skills in English. The successful candidate will support a healthy workplace that embraces diversity, encourages teamwork and complies with all applicable regulatory and legislative requirements. The position is remote within Canada. This role works remotely from a home office setup. Responders are required to have a dedicated, private, workspace within their home, equipped with essential tools and resources to answer interactions effectively. A computer with secure internet access. The candidate should have strong interpersonal skills, and adhere strictly to confidentiality policies as outlined by 9-8-8 Suicide Crisis Helpline and CAMH.

Mandatory training will begin on September 14 and must be completed over a 9-week period. During this time, candidates must be available to attend all required live training sessions.

Please Note: Applicants who are residents of the GTA (City of Toronto or the City of Mississauga) are not eligible for this posting but may apply to Posting 2180

Salary Range: $24.59 – $25.62 per hour

If you are interested in this position, please ensure that you apply before 5pm EST of the closing date. If your application is received past 5pm EST of the closing date, your application will not be accepted.

CAMH is a fully affiliated teaching hospital and research institute of the University of Toronto. As a CAMH employee, you will contribute to our mission by supporting teaching, research, and clinical care across the hospital.

CAMH is dedicated to equity, diversity, and inclusion. Our commitment is to foster a workplace, teaching, and learning environment that is inclusive, respectful, and free from discrimination or harassment.

CAMH strongly encourages applications from candidates who reflect the diversity of the communities we serve, including First Nations, Métis, and Inuit Peoples; Black and other racialized communities; LGBTQ2S+ communities; women; and people with disabilities, including those with lived experience of mental health and substance use challenges.