Relief Crisis Counsellor

Victim Services Toronto (VST) provides trauma-informed support and advocacy in the moment for any person in Toronto who has experienced crime or sudden tragedy. We also work to prevent violence through community engagement.

VST is an equal opportunity employer that values the importance of antiracism work and is committed to integrating antiracism, diversity, equity, and inclusion throughout VST operations, policies, culture, and hiring practices. We are dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Persons identifying as visible minorities, indigenous, with disabilities, of any sexual orientation, of any gender identity, or from any other equity-deserving group strongly are encouraged to apply. To read VST’s full equity statement, please refer to: https://www.victimservicestoronto.com/anti-oppressive-equity-statement

The Relief Crisis Counselor provides short-term intensive crisis counseling and intervention services to vulnerable victims of crimes and sudden tragedies. This specialized role involves working with individuals affected by a range of traumatic events, including but not limited to homicide, attempted homicide, human trafficking, domestic violence, sexual assault, gun violence, and robbery. Additionally, the counselor supports those impacted by sudden tragedies such as suicide, motor vehicle or workplace accidents, and sudden death.

Services are delivered in a client-centered and trauma-informed manner, ensuring that everyone’s unique needs and circumstances are prioritized. The Crisis Counselor meets clients in locations of their choice, including the VST office, their homes, or other safe locations, offering flexibility and accessibility to those in need. The focus is on providing immediate emotional support, stabilization, and resource linkage to help clients navigate the aftermath of traumatic events.

This position involves 24/7 rotating shifts (7:00 a.m.–3:00 p.m. and 11:00 p.m.–7:00 a.m., Monday through Sunday), with a minimum commitment of three shifts per month. Please note that successful completion of the 4-month probationary period requires incumbents to work a minimum of five shifts per month during this time.

Key Responsibilities:

Crisis Intervention and Victim Support

• Receive referrals from internal programs, community agencies, law enforcement
• Receive referrals from Toronto Police Service, Clients and Community Partners promptly and action the referral based on presenting needs
• Provide on-scene assistance, virtually and over the phone support to victims and survivors
• Provide community debriefing as requested for traumatic events
• Conduct comprehensive needs assessments resulting from a crime and sudden tragedy
• Provide immediate emotional support and arrange for practical support for victims of crime and sudden tragedy, aiding help manage crisis situations
• Work collaboratively with clients in developing and implementing a personalized safety plan, urgent advocacy or travel letters and keep confidential case note documentation
• Offer compassionate, non-judgmental, culturally responsive, client-centered, and trauma-informed therapeutic interventions
• Meet with clients in person or virtually to collect necessary documentation for VQRP; upload documentation to file and submit with referral
• Submit proof of payment or service to on call afterhours and Director for billing purposes
• Advocate and connect clients to appropriate internal case management programs as well as external health, social service, community and justice systems
• Link clients to appropriate community resources and services that meet their ongoing needs, including counseling, housing, or financial support
• Work within a client-centered approach, emphasizing the autonomy and empowerment of individuals in their journey toward recovery
• Effectively manage high volume of cases while ensuring timely responses to incoming calls from clients and law enforcement
• Prioritize cases based on immediate need and urgency, maintaining a focus on client well-being
• Apply an Anti-Oppression Framework (AOP) to all interactions, ensuring equity and inclusion in service delivery

Eligibility Assessment & VQRP+ Funded Services

• Assess victims' eligibility for VQRP+ funded services and make referral for case management where applicable
• Ensure immediate needs for food, shelter, and safety are met after hours, and provide ongoing practical support during the crisis
• Ensure documentation is received and uploaded to the file in an ethical and timely manner

Police Collaboration and On-Scene Assistance

• Respond promptly to requests from law enforcement for assistance at crime scenes or in emergency situations
• Offer direct support to victims and witnesses in collaboration with police officers, ensuring safety and coordination of services

Suicide Risk Assessment and Support

• Complete thorough Suicide Risk Assessments for individuals in crisis and at risk
• Provide appropriate referrals and connect clients to mental health supports or intervention services

Interagency Communication and Collaboration

• Actively communicate and collaborate with key service providers, including police, emergency medical services (EMS), fire departments, hospitals, and CAS
• Coordinate and facilitate support for clients from various agencies to meet comprehensive needs 24/7
• Provide immediate and on scene support in cases of mass victimization events and engage in mass victimization response protocol

Supervision and Guidance

• Provide supervision, guidance, and direction to agency volunteers and students
• Foster a supportive learning environment to enhance their skills and knowledge

Training and Meetings and Team Culture

• Participate in quarterly training sessions to remain informed of best practices and updates in crisis intervention
• Attend team meetings to discuss case management, share insights, and collaborate on client care strategies
• Promote and cultivate an inclusive, respectful, and supportive work environment that values diversity and encourages open communication
• Actively contribute to creating a positive organizational culture by modeling inclusive behaviors, promoting mutual respect, and ensuring all team members feel valued, heard, and empowered to contribute
• Support initiatives and practices that enhance team cohesion, inclusivity, and a sense of belonging, fostering a healthy and productive workplace

Professional Development 

• Participate in ongoing training, committees, clinical consultation, supervision, and professional development activities to stay current with best practices in victim services, crisis intervention, trauma-informed care, and other relevant fields

Documentation and Reporting

• Maintain accurate, timely, and ethical case notes, ensuring that documentation is completed and submitted in accordance with agency policies and professional social work standards after each client interaction
• Assist with any additional administrative duties or responsibilities as assigned for the program related to the role

Qualifications and Skills  

Must-Haves (You’ll Need These to Succeed in this Role!)

• Diploma or degree in Social Work, Social Services, Psychology, or a related field
• Must be registered or eligible for registration with the Ontario College of Social Workers and Social Service Workers (OCSWSSW)
• A minimum of 1 year of direct crisis intervention or case management experience working with victims or related vulnerable populations
• A full, valid G-level driver’s license in good standing, and comfortable driving in urban areas, city streets, and on highways
• Strong understanding of trauma-informed care, gender-based violence, and the unique needs of survivors of human trafficking
• Proven ability to conduct comprehensive needs assessments, crisis intervention, advocacy and assistance to clients in a fast-paced environment
• Demonstrated ability to work independently and as part of a multidisciplinary team, collaborating effectively with law enforcement, service providers, community organizations, and diverse stakeholders, including equity-deserving populations
• Commitment, knowledge, training and experience in intersectionality, anti-racism, anti-oppression, discrimination, and decolonizing practices
• Ability to contribute to the diversity of Victim Service Toronto's workforce and its inclusive, anti-racist and anti-oppressive practices
• Proven ability to quickly establish rapport and build trust with diverse individuals in crisis, community partners, and law enforcement, demonstrating empathy and respect in all interactions
• Excellent organizational skills and time management, with the ability to manage competing priorities and meet deadlines
• Demonstrated understanding of best practices, legal, and ethical requirements for case note documentation
• Independently manages a high volume of calls by effectively prioritizing tasks, proactively following up with clients and partner agencies, and demonstrating persistence in navigating systems to ensure timely and comprehensive support

Nice-to-Haves

• Thorough understanding of harm reduction and sex-positive practices
• Demonstrated ability to identify, access, and connect clients with relevant community resources, including those specific to 2SLGBTQ+ and mental health supports, with the capacity to develop a strong understanding of local resources
• Lived experience
• Fluency in a second language (other than English) is considered an asset, particularly for engaging with diverse communities and providing culturally responsive support

Our Location:

The position is in person and currently located at Toronto Police Services’ Headquarters. We recognize that applicants, particularly those from Black, Indigenous, racialized communities, with lived experiences and other equity-deserving communities, may have varied, complex, and historical experiences with law enforcement.

The final stage of recruitment also includes a police background check for facilities access purposes. We recognize this information may affect applicants differently and share it to support informed decision-making throughout the application process. 

What We Offer: 

At Victim Services Toronto, we offer competitive salaries and a comprehensive benefits package but we know a job is more than a pay cheque. Here, you’ll be part of a team that works together to make a real difference. At the end of the day, our staff go home knowing they’ve helped provide immediate, confidential support to people experiencing crime or sudden tragedy.

While you’re here, you’ll also have access to a wide range of benefits and opportunities designed to support your health, growth, and overall wellbeing:

Perks and Benefits

• Eligibility to enroll in medical and dental benefits following completion of the probation period, including access to mental health tools and resources.
• OMERS pension plan with enrollment on your first day.
• Access to the Employee and Family Assistance Program, including counselling and wellness resources for employees and their immediate family members.
• Access to Toronto Police Service gym facilities (based on employment status).
• Professional development funds to support continuing education and career growth.
• Agency-sponsored social events and opportunities to participate in community and charitable events.
• In-house and external training opportunities related to current roles or future advancement.

Staff Wellbeing Matters

Thanks to the generosity of The Janis Rotman Fund for Staff Wellbeing, our team benefits from meaningful, built-in support to sustain their energy and care. This includes every 10th working day off, and access to paid clinical supervision with trained clinicians. We recognize the toll of trauma exposure and are committed to supporting the wellbeing of those who support others.

How To Apply:

If you are passionate about making a difference in the lives of those affected by crime and sudden tragedy and meet the qualifications outlined above, we encourage you to apply with your resume and cover letter by email to careers@vstoronto.com. Please ensure the subject line of your email includes “Application for Relief Crisis Counsellor”.  

VST recognizes and values a diversity of experience, including but not limited to work experience and education- but lived and life experience as well. Please ensure this is clearly indicated in your cover letter and resume.

Victim Services Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request by emailing careers@vstoronto.com.