Role Title: Operations Manager (People), Distress Services
Reports To: Director, Distress Services

The Crisis Centre of BC
The Crisis Centre of BC is dedicated to providing help and hope to individuals, organizations, and
communities. Our offices are located on the unceded territories of the Musqueam, Squamish, and Tsleil-Waututh nations. We
have been in operation since 1969. Spanning the spectrum of crisis support, suicide prevention, and postvention, we offer:

• Immediate access to barrier-free, non-judgemental, confidential support and follow-up through 24/7
  phone lines and online services.
• Education and training programs that promote mental wellness and equip schools, organizations and
  communities to assist people at risk of suicide.

Our programs work to ensure timely access to support, destigmatize suicide and mental health concerns, and increase awareness and skills for mental health. We foster and create compassionate, connected, suicide-safer communities.

About the Role
The Operations Manager (People), Distress Services works closely with the Director, Distress Services to accomplish program objectives by managing staff, planning and evaluating Distress Services (DS) activities, and collaborating with internal stakeholders. The primary purpose of this role is to ensure frontline staff are supported and relevant internal stakeholders have the information and structure they need to carry out their mandates.

Details

• Hours per Week: 35 hours
• Salary: $75,000 per year
• Benefits Offered:
  • 3 weeks of vacation accrued at 6% of earnings with increases as per Personnel Handbook
  • 10 days of wellness leave
  • Access to our EAP, Humanacare
  • Access to Crisis Centre workshops
  • Extended Health Benefits following 3 months of continuous employment
  • RRSP following one year of continuous employment in this role

What You’ll Do
Supervision and HR

• Oversee day-to-day direct client service delivery along with documentation & feedback for staff and volunteers
• Manage Crisis Line Responders (CSR) and monitor CSR weekly workflow in order to inform human resource/budgetary needs
• Work together with Admin to maintain onboarding and offboarding of staff by recruiting, interviewing, selecting, orienting, training, and supporting employees
• Work together with HR to deal with emerging HR concerns
• Ensure a safe, secure, and legal work environment in regards to adherence to the Crisis Centre Policy and Personnel Handbook, as well as higher level HR protocol and procedures
• Succession planning in management (with Director) and supporting other parts of DS in this (e.g., help identify which CSRs could become DSRS and train them – work together with clinical and training on this)
• Participate in the Distress Services Room supervision and upkeep

Collaboration and Communication

• Workforce and capacity planning for Operational needs of 24/7 service provision, working closely with Scheduling
• Work closely with Volunteer Manager to help understand and guide volunteer recruitment/ scheduling needs to maintain 24/7 schedule for 2 Networks
• Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results
• Ensure a harmonious and effective work culture in a staff/volunteer human resources model
• Work to create avenues for communication to enable an interface between training, quality assurance and service delivery
• Contribute to team effort by accomplishing related results as needed Development, Quality and Reporting
• Oversee, coordinate and implement short and long term projects aimed at improving infrastructure and efficiencies for DS
• Help to develop, coordinate, and maintain systems, policies, procedures, and productivity standards
• Report on department objectives by gathering and analyzing pertinent service and operations information
• Maintain quality service by ensuring compliance with quality and client service standards, analyzing and communicating quality and client service problems, and recommending system improvements
• Support the implementation and ongoing evaluation of the QA process across the DS program in collaboration with the QA Team

About You

Skills and Abilities

• Demonstrated leadership skills
• Demonstrated maturity and reliability
• Excellent interpersonal skills, organization skills, and supervisory skills
• Demonstrated critical decision-making abilities
• Ability to work with a minimum of supervision and willingness to work flexible hours
• Experience and ability in statistical data gathering and analysis
• Experience in workforce planning
• Experience with workforce management tools, scheduling software and CRM systems is a plus
• Experience in human resources

Qualifications

• Excellent crisis intervention and suicide risk assessment skills
• Demonstrable 5+ years of operational management experience, preferably in an emergency services, 24/7 or crisis-oriented environment
• A diploma in business management or non-profit management preferred

Working Conditions
The Operations Manager is a 35-hour position. This position requires a high level of team collaboration and transparency, yet also requires significant autonomy and ability to move forward effectively on decisions. The work can involve exposure to some disagreeable conditions (e.g., exposure to difficult subject matter and requirement for personal sacrifice).

This position requires consistent evening and weekend availability. Taking this into consideration, the work pattern is negotiable. The expectation is that most work will be conducted onsite, though there is flexibility for some remote working.

Application Process
This position is vacant and will be filled as soon as a qualified applicant is found. We want to be transparent with what’s next.

Please submit your PDF cover letter and resume named “Cover Letter & Resume - (Your Name)” as a single PDF attachment to with the job title in the subject line. In your cover letter, please be specific about what skills and talents you will bring to the position. What do you want us to know about you that we can’t find in your resume which makes you the best candidate?

We will review applications as they are submitted and have a rolling interview process. Shortlisted candidates will be contacted by email to arrange an interview. The interview process will consist of one 30-minute phone screening, followed by two in person interviews at the Crisis Centre (763 E. Broadway, Vancouver). The successful candidate will have to complete a Vulnerable Sector Criminal Records Check.

We appreciate all those who submit an application.