Midnight Crisis Line Worker

Midnight Crisis Line Worker

Starting Wage: $24.70 plus overnight shift premium

We are hiring for the following positions:

• Part Time Wednesday-Friday
• Part Time Thursday-Saturday
• Part Time Friday-Sunday

This role operates within a 24/7 contact centre environment. The shifts listed above reflect current hiring needs.

Relief Staff

• Work ad hoc shifts as required and depending on availability. Actual shifts per month will vary, but we aim to provide each relief staff up to 4 shifts per month, which include statutory holidays, and weekend shifts.

Part-Time Staff

• Work an average of 11 shifts per month, which include statutory holidays, based on rotation and availability.

Location & Hours of Work

Work location: On-site at 999 8th Street SW

What we Offer

• Vacation starting at 3 weeks
• RRSP matching and Health Spending Account
• Extended health and dental benefits
• Access to on-site gym
• Paid development days and a staff development fund
• A supportive, mission-driven workplace making a real community impact.

Who We Are

For over 50 years, Distress Centre has served Calgary and Southern Alberta by providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective.

What to Expect

The Midnight Crisis Line Worker (MCLW) provides overnight crisis support to individuals contacting Distress Centre through our crisis line and partner lines.

In this role, you will answer incoming calls, assess safety and risk using established frameworks, and provide emotional support, information, and referrals. You will work with callers to understand their concerns, support de-escalation, and develop practical next steps, including safety planning when needed. You will document each interaction and, in some cases, complete follow-up calls to check on a caller’s safety and connection to resources.

Midnight Crisis Line Workers report to a Crisis and 211 Team Lead.

We provide structured training, clear procedures, and access to supervisory support during all shifts.

What You’ll Do

• Answer incoming calls on crisis and partner lines
• Provide compassionate, empathetic, and non-judgmental crisis support to service users.
• Follow established frameworks to:

• assess suicide risk and other safety concerns
• support de-escalation and emotional stabilization
• develop safety plans when appropriate

• Provide information about community resources and support callers in identifying next steps
• Complete follow-up calls when required to check on safety of service users
• Notify the Contact Centre Coordinator (CCC) of high-risk situations and follow direction provided
• Document all interactions clearly and accurately according to organizational procedures
• Provide coaching, guidance and practical support to new responders during training when assigned
• General Contact Centre maintenance including light housekeeping such as emptying the dishwasher and cleaning workstations.
• Attend regularly scheduled training sessions, meetings, and workshops to stay updated on best practices in crisis intervention and related areas.

What You Bring

Qualifications & Experience

• High School Diploma is required.
• Experience volunteering with Distress Centre or another crisis service is an asset.
• Experience supporting diverse and vulnerable populations.
• Additional coursework in a post-secondary human services program (such as social work, psychology, etc.) is preferred.
• Certification or willingness to obtain within the probationary period:
  • Naloxone Administration Training
  • Gender-Based Analysis Plus (GBA+)
  • First Aid and CPR certification

Skills & Abilities

• Use established guidelines and critical thinking to assess situations and determine level of risk
• Work independently during shifts and consult with the Contact Centre Coordinator when guidance or escalation is needed
• Set and maintain clear boundaries with service users, including communicating assigned caller limits.
• Communicate clearly and professionally, both by phone and in written documentation
• Use computer systems to enter information, access resources, and navigate multiple programs at the same time
• Ability to sit for long periods of time

Key Capabilities for Success

• Demonstrated emotional resilience and the ability to stay grounded, compassionate, and professional when supporting individuals facing complex challenges such as housing instability, mental health and addictions, and financial hardship.
• Strong interpersonal and de-escalation skills, with a readiness to engage respectfully with diverse communities, including newcomers and individuals experiencing crisis, while managing stress and maintaining healthy boundaries

How to Apply

Please submit your resume and cover letter through ADP.

Distress Centre is an inclusive workplace. If you require accommodation at any stage of the application or interview process, please contact [email protected] – we’re happy to support you. We thank all applicants for their interest; only those selected for an interview will be contacted.