CMHA Kelowna& District is hiring a full-time CRCL Team Lead for the Crisis Response, Community-Led (CRCL) program. This position offers a work schedule of 40 hours a week with a typical work week of Thursday - Sunday, 11:00am- 9:00pm, with a biweekly rotational Thursday schedule of 9am-7pm.

WHO IS A CRCL TEAM LEAD?

The CRCL Team Lead provides leadership, operational oversight, and supervisory support for the Crisis Response, Community-Led (CRCL) Team, which offers immediate crisis and de-escalation services for individuals aged 13+ experiencing mental health and/or substance use-related crises. Reporting to the CRCL Manager, the Team Lead ensures the delivery of high-quality, trauma-informed, and harm-reduction-based services through compassionate team supervision, system coordination, and operational management. The CRCL Team Lead fosters a collaborative, equitable, and supportive team environment that centers staff wellness, transparency, and accountability, while also maintaining strong relationships with community service providers, emergency services, and clients.

WHAT DOES A CRCL TEAM LEAD DO?

• Oversee day-to-day operations of the CRCL team, including team scheduling, coverage, and resource allocation
• Manage staff schedules, timesheet approvals, and leave requests to ensure continuous, equitable service delivery
• Ensure quality control and compliance with operational protocols; report regularly to the CRCL Manager
• Oversee the management of outreach supplies and resources (e.g., harm reduction supplies, food, clothing)
• Support ongoing planning, evaluation, and improvement of CRCL systems and protocols
• Participate in internal and external reporting and help develop program frameworks aligned with community needs and organizational values
• Provide clinical and peer-based supervision for CRCL staff
• Conduct daily check-ins, debriefings, and 1:1 staff supervision to support team mental health and performance
• Supervise documentation ensuring confidentiality, safety, and data accuracy
• Support recruitment and onboarding of new team members in collaboration with the CRCL Manager
• Ensure the team is equipped with appropriate tools and knowledge to work effectively and safely in the field
• Provide ongoing staff development, including training, coaching, and mentoring
• Provide program coverage during staff absences
• Support the delivery of trauma-informed, community-based crisis services grounded in harm reduction, cultural humility, and anti-oppressive practice
• Provide direct service support and emergency interventions (e.g., First Aid, Naloxone) when required
• Foster and maintain effective working relationships with community partners and emergency services personnel
• Performs other related duties as assigned

QUALIFICATIONS & EXPERIENCE:

• Degree in Health or Social Services (e.g., Public Health, Social Work), or an equivalent combination of education and experience
• Minimum 3-5 years' relevant experience working in mental health, substance use, crisis response, or harm reduction service environments
• Minimum 1-3 years' experience in supervisory or coordination roles
• Reliable vehicle with ability to travel between facilities and other locations on a frequent 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
• Certificates in ASIST, CBT, DBT, 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\
• Skilled in cultivating respectful, collaborative relationships with staff, peers, community partners, Indigenous communities, and law enforcement (e.g., RCMP, bylaw, etc.)
• Demonstrated leadership experience in supervising and supporting a diverse, trauma-exposed team
• Ability to maintain confidentiality, clinical standards, ethical practice, ethics in crisis care, and appropriate documentation
• Ability to maintain consistent professional boundaries
• Proficient in Microsoft Outlook, Word and Excel
• Proficient in scheduling tools, case management systems, supply management systems, and reporting protocol
• Familiarity with dispatch tracking software and client case management platforms
• Strong knowledge of crisis intervention, suicide prevention, mental health assessments, and case management practices
• Proficiency with trauma-informed, harm reduction-based, and peer-informed approaches
• Deep understanding of the social determinants of health, particularly for people who use substances, 2SLGBTQIA+ individuals, people with lived experience, and people living outdoors or unhoused
• Strong assessment, triage, and risk management skills
• Familiarity with BC Mental Health Act, Child, Family and Community Services Act, and related legislation
• Strong understanding of compliance with health privacy legislation and data protection standards
• Understanding of overdose response tools and medical crisis interventions
• Knowledge of local service networks, emergency protocols, and geographic familiarity with Kelowna, BC
• Quick decision-making, critical thinking, and real-time problem solving in complex crisis scenarios
• Strong conflict resolution and non-violent communication skills
• Ability to remain calm, emotionally regulated, and task-focused under pressure
• Ability to multitask between operational management, team supervision and direct crisis response support
• Ability to be regularly exposed to individuals who are struggling with and/or recovering from trauma, drug/alcohol use, homelessness, mental health challenges and/or mental illness
• This position will be regularly exposed to occupational hazards including but not limited to: direct contact with dust, dirt, germs and human bio-products ; varying weather conditions

CMHA KELOWNA & DISTRICT OFFERS YOU:

• A competitive salary wage of $81,494.40
• Dental, Health & EAP Benefits
• Wellness Spending Account
• RRSP matching program
• Vacation & Personal Health Days
• Workplace culture that fosters learning, transparency, trust and teamwork