The Role
Provide telephone and web chat crisis screening, risk assessment, supportive counselling, de-escalation, short-term case management and referrals for seniors and caregivers. Maintain documentation, collaborate with hospitals and community partners, use electronic referral systems, support team functioning, follow privacy protocols, and participate in training and service improvement.
Summary Generated by Built In
Competition # (2026-303-CC)Crisis & Resource Counsellor (2026-303-CC)Employment Type:(6-month) Contract Hourly, Bargaining Unit (1 Vacancy)Work Hours:35 hours/weekWork Setting:HybridSalary:$31.85/hourApplication Deadline:August 05, 2026 by 11:59 pm
Who We Are
WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity.
Visit www.woodgreen.org to learn more about who we are and to review our Equity Statement.
Program Overview – Toronto Seniors Helpline, Community Care
Toronto Seniors Helpline aims to provide access and navigation to services and supports for seniors (and those caring for them) in Toronto through telephone calls and electronic systems. Toronto Seniors Helpline assists with smooth transfers, improved coordination and access between the Community Service Sector, the Home Care sector, hospitals, primary care and other parts of the health care system. Toronto Seniors Helpline is also a coordinated point of access for seniors’ mental health and addictions crisis. Toronto Seniors Helpline staff screen and assess crisis calls in order to provide appropriate de-escalation and support as well as triaging to in-person crisis intervention/short-term crisis management or other appropriate referrals. Toronto Seniors Helpline also offers supportive counseling for seniors and caregivers to address isolation and mental health challenges. Toronto Seniors Helpline is integrated with the Crisis Outreach Service for Seniors (COSS), the Community Behaviour Support Outreach Team, Les Centres d’Acceuil Heritage and Home and Community Support Services.
What You Will Do
Who We Are
WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity.
Visit www.woodgreen.org to learn more about who we are and to review our Equity Statement.
We are committed to building an inclusive and diverse workforce, representative of the communities we serve. We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons/persons of colour, women/women identifying, persons with disabilities, 2SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.
Program Overview – Toronto Seniors Helpline, Community Care
Toronto Seniors Helpline aims to provide access and navigation to services and supports for seniors (and those caring for them) in Toronto through telephone calls and electronic systems. Toronto Seniors Helpline assists with smooth transfers, improved coordination and access between the Community Service Sector, the Home Care sector, hospitals, primary care and other parts of the health care system. Toronto Seniors Helpline is also a coordinated point of access for seniors’ mental health and addictions crisis. Toronto Seniors Helpline staff screen and assess crisis calls in order to provide appropriate de-escalation and support as well as triaging to in-person crisis intervention/short-term crisis management or other appropriate referrals. Toronto Seniors Helpline also offers supportive counseling for seniors and caregivers to address isolation and mental health challenges. Toronto Seniors Helpline is integrated with the Crisis Outreach Service for Seniors (COSS), the Community Behaviour Support Outreach Team, Les Centres d’Acceuil Heritage and Home and Community Support Services.
What You Will Do
- Respond to telephone and web chat referrals/requests for service and information
- Conduct initial screening using standardized assessment tools and implementing protocols to determine the most appropriate response to the call/referral.
- Assess risk and safety to determine the caller’s level of risk to self or others.
- Provide supportive counselling, crisis de-escalation and telephone-based short-term case management services as appropriate.
- Utilize electronic systems to make referrals to agencies.
- Work collaboratively with hospitals, other primary care agents, and community service providers to maintain a client-centred approach.
- Maintain appropriate documentation/case notes and client files.
- Keep accurate up-to-date statistical data for analysis and evaluation purpose and report data in a timely manner.
- Contribute to the development, improvement and evaluation of the service when required.
- Keep up to date on resources and search tools that can assist in supporting callers.
- Work closely and co-operatively with all partners.
- Follow agency protocols and procedures related to privacy and confidentiality.
- Work flexible hours, including weekends, based on the needs of the clients and the Service.
- Support peers
- Ensure that anti-oppression, community development, and harm reduction principles are achieved in the program.
- Participate in team and unit meetings and promote the healthy functioning of the team and unit.
- Participate in ongoing training and education as required.
- Participate in regular supervisory sessions and annual performance appraisals with the program manager.
- Perform other related duties as required.
- Bachelor Degree in Social Work or related degree
- Registration with the Ontario College of Social Workers and Social Service Workers or a respective regulatory body
- Demonstrated experience working with older adults and caregivers
- 2 years related experience in telephone counseling/support and crisis intervention experience.
- Demonstrated intake/triage experience and strong assessment skills.
- Self-directed and independent, but also experienced in working collaboratively with others
- Demonstrated customer service and interpersonal skills.
- Demonstrated experience in crisis response/intervention, supporting people with mental health/substance use and commitment to a harm reduction approach
- Demonstrated knowledge and experience in supporting older adults with geriatric issues such as dementia/responsive behaviours
- Strong ability to build relationships with a variety of individuals.
- Excellent oral and written English fluency.
- Excellent communication skills (verbal and written)
- Cultural competency with ability to community clearly with individuals from diverse ethno-cultural backgrounds and levels of abilities.
- Thorough knowledge and skills in the use of community resources.
- Strong administrative, organizational skills.
- Applied computer skills (MS word, Excel, databases and Internet).
- Experience in outreach, public presentations and workshops.
- Demonstrated ability to exercise good judgment, flexibility and contribute to the effective functioning of a team
- Effective problem-solving and conflict management skills
- Demonstrated ability to follow policies, procedures and adherence to legislation
- Ability to communicate in a second language is an asset.
Skills Required
- Bachelor Degree in Social Work or related degree
- Registration with the Ontario College of Social Workers and Social Service Workers or respective regulatory body
- Demonstrated experience working with older adults and caregivers
- 2 years related experience in telephone counseling/support and crisis intervention
- Demonstrated intake/triage experience and strong assessment skills
- Demonstrated experience in crisis response/intervention and supporting people with mental health/substance use with a harm reduction approach
- Knowledge and experience supporting older adults with geriatric issues such as dementia/responsive behaviours
- Demonstrated customer service and interpersonal skills
- Excellent oral and written English fluency
- Ability to communicate in a second language
- Applied computer skills (MS Word, Excel, databases and Internet)
- Experience in outreach, public presentations and workshops
- Strong administrative and organizational skills
- Effective problem-solving and conflict management skills
- Demonstrated ability to follow policies, procedures and adherence to legislation
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The Company
What We Do
WoodGreen Community Services is one of the largest social service agencies in Toronto, dedicated to enhancing self-sufficiency, promoting well-being, and reducing poverty through innovative solutions to critical needs. Serving over 40,000 residents annually, the organization provides a comprehensive range of integrated community services, including affordable housing, employment support, financial counselling, child care, and mental health services to help vulnerable individuals and families thrive.
