Job Description
In 2022, CAMH was announced as the lead for the coordination and administration of 9-8-8, the new national three-digit number for suicide prevention in Canada that launched November 30, 2023. 9-8-8 is Canada’s official three-digit national helpline for suicide prevention and emotional distress. This ground-breaking new service is available 24/7/365 and accessible to everyone from coast to coast to coast. CAMH is working closely with the federal government and key partners from different groups and communities, provinces, territories and building on our work on Talk Suicide Canada, to bring this high quality, evidence-based, equitable suicide prevention service to Canada.
9-8-8 is currently seeking a highly motivated and experienced full-time, contract (12 months) Intake Coordinator to join our team in transforming the way people in Canada access support for suicide prevention and emotional distress. Reporting to the Manager, Service Operations, the Intake Coordinator will will play a key role in maintaining the front end administration of 9-8-8 service relations at CAMH. The Coordinator will be responsible for core administrative tasks, including opening, closing and maintaining case files in our internal tracking system and communicating with stakeholders regarding questions and concerns. The Coordinator will also draft correspondence to stakeholders ensuring communications are addressed promptly and effectively aligned with 9-8-8’s high quality service standards.
The Intake Coordinator will be responsible for:
- Ensuring that CAMH complies with expectations under the Excellent Care for All Act (ECFAA) that requires hospitals to “have in place processes for receiving, reviewing and attempting to resolve expeditiously complaints from patients and caregivers of patients”
- Developing policies, procedures and guidelines to ensure continued compliance and quality improvement
- Responding to inquiries from public agencies
- Tracking feedback and reporting trends to leadership
- Supporting the implementation of new technology solutions to enhance service relations operations
- Participating in cross-functional team dedicated to compliance and quality assurance of the 9-8-8 service
Activities include:
- Responding to emails and phone calls
- Opening and closing files in our internal tracking system
- Completing service relations intake process with callers / texters and other stakeholders
- Contacting relevant leadership to notify of concerns
- Assisting in case management as required (e.g. providing responses back to callers / texters and other stakeholders regarding their concerns where appropriate).
- Participate in training sessions for staff as directed/assigned
- Assist with internal reporting
Job Requirements
The successful candidate must have a Bachelor’s Degree or Diploma in a related field combined with two (2) years of related experience in either patient relations, health care, front end office management, crisis and distress lines, and/or customer experience. Conflict management training or Alternative Dispute Resolution certification an asset. The candidate will have proficiency with word processing, Outlook, Microsoft Office (Word, Excel, PowerPoint), and ability to learn new computer software systems. Excellent interpersonal, written and verbal communication, organization skills and the ability to work effectively in a fast-paced dynamic team environment with minimal supervision are required. You will have sound analytical and problem-solving skills and must demonstrate sound judgment and the ability to interpret and apply policies and procedures. You will be detail-oriented, flexible, adaptable and customer-service oriented. The candidate will possess the ability to work with individuals of diverse ethno racial and cultural backgrounds. Bilingualism (French/English) is an asset.
