CLCR Systems, Screening and Dispatch Navigator

AVI HEALTH & COMMUNITY SERVICES (AVI) is a multi-disciplinary community-based organisation providing HIV, hepatitis C and harm reduction services out of 5 locations across Vancouver Island. AVI provides services to people living with HIV and hepatitis C and harm reduction clients. We take evidence-based action to prevent infection, provide support, and reduce stigma. We work within a social justice and health promotion framework to ensure equity and access to services for all. 

At the core of what we do is our ability, and commitment to, creating meaningful connections. Every day, we strive to create meaningful connections between clients and staff, between peers, between staff members, between organizations, between communities, and between funders and impactful programs. For more info see    

THE AVI COMMUNITY-LED CRISIS RESPONSE (CLCR) TEAM will provide immediate low-barrier, harm reduction, trauma- informed support services to community members experiencing mental health, substance use and related crises.   

The team will be comprised of experiential responders and mental health professionals supported by a supervisory and management structure. All crisis calls will be attended by two team members who are trained in a range of trauma informed crisis management and de-escalation, suicide intervention and advanced first aid techniques. The team will also facilitate follow-up support to specialised services, case management, primary health care, housing support, mental health and substance use services.  

Our CLCR team provides services on the territories of the Ləkʷəŋən peoples (Esquimalt and Songhees nations).


The CLCR Systems, Screening and Dispatch Navigator is the first point of contact for calls directed to the Victoria Community-Led Crisis Response (CLCR) Team and will provide support, consultation, and assessment via telephone (and text) for crisis situations. The Systems, Screening and Dispatch Navigator will be responsible for managing the central call line for the CLCR team, assessing and triaging calls and text messages from community. The Systems, Screening and Dispatch Navigator will assess, screen and triage incoming calls and text messages from persons in crisis, while initiating Community Care Plans and resourcing community supports. The Systems, Screening and Dispatch Navigator will also participate in follow-up care, for persons accessing services. To support the CLCR team in the development of support and safety plans for persons in crisis, the Systems, Screening and Dispatch Navigator will consult with community resources, family members and peers, as directed by and appropriate to the caller's needs, as well as participating in trainings, case management, daily debriefing, and staff check‐ins. Where appropriate the Systems, Screening and Dispatch Navigator will redirect callers to access pertinent resources, including 911 and/or the crisis line.

The Systems, Screening and Dispatch Navigator will provide support to the CLCR Coordinator overseeing operations, including schedules, payroll, leave management, etc., and will oversee these tasks in the absence of the team Coordinator. In addition, the Systems, Screening and Dispatch Navigator will be able to attend Crisis events in community alongside and as a member of the CLCR Team. As a member of the CLCR team, the Systems, Screening and Dispatch Navigator will provide direct crisis and de-escalation support for persons 13 years of age and older experiencing mental health and/or substance use crises, including First aid and overdose response when necessary.


  1. Receives requests over the phone or through text for crisis assistance and contacts CLCR team to respond as appropriate 
  2. Quickly and accurately engages in assessments and obtains all information needed to assist CLCR team in responding to crisis calls 
  3. Gather and share vital and relevant information, liaising between caller and CLCR team, updating CLCR Team of status/status change of person in crisis  
  4. Provides non-judgmental emotional telephone and text support and crisis intervention, including assessment, problem solving and community resourcing 
  5. Completes a thorough assessment of suicidal ideation, including planning or attempt in progress 
  6. Uses assessment and screening tools to determine urgency and involves CLCR Team or other emergency services, depending on severity and needs of individual and care provider(s) onsite
  7. Assess needs and risk of callers, referring to appropriate services and providing short term follow-up during wait times, and until CLCR support can be arranged 
  8. Supports behind the scenes systems, including communication with internal AVI programs, staff scheduling, payroll and leave management.
  9. Consults with community members and resources, as appropriate to client care
  10. Quickly prioritizes multiple competing tasks using a methodological approach to problem solve, make decisions, and communicate clearly 
  11. Assess, identify, plan, intervene and evaluate bio-psycho/social/spiritual care needs in accordance with best practices and documents
  12. Monitor team workload and location and input/evaluate and triage according to capacity 
  13. Implement active ‘rescue’ when an intervention is required (I.e. call 911, advise use of life-saving First-Aid, etc.) 
  14. Maintain familiarity with Victoria resources, their interrelationships, and their function in delivering care in the community i.e., Mental health & substance use responsive services 
  15. Use exceptional trauma informed support skills while remaining calm and focused in high pressure situations, adapting quickly to dynamic environments and developing situations while keeping in mind the scope and practice of the CLCR team. 
  16. Listen for what is ‘not being said,’ provide clear and direct empathetic communication 
  17. Participate as a member of an inter-disciplinary team in formal and informal client case management  
  18. Support the CLCR team in provide direct crisis support and de‐escalation services for persons 13 years of age and older experiencing mental health and/or substance use crises
  19. Provide First aid and overdose response including rescue breathing, oxygen and naloxone when necessary
  20. Performs other duties as assigned.

Provides support to the CLCR Coordinator to:

  1. Oversee daily operations, including the development and support of operations and team systems  
  2. Schedule staff to ensure appropriate staffing levels, and manages payroll approval (Inclusion) and leave management    
  3. Develop and maintain effective working relationships with community care providers  
  4. Develop and maintain effective communication with Emergency Services Personnel, where appropriate  
  5. Participate in trainings, case management, daily debriefing and staff check‐ins


  • Minimum 3 years’ relevant experience. Experience with crisis de-escalation, case management and harm reduction preferred
  • Degree in mental health, Counselling or Social Work. 
  • Adept with situational and mental health assessment, including safety and wellness assessment, de-escalation and crisis intervention skills 
  • Crisis intervention/risk assessment education 
  • ASIST Training, an asset.
  • Strong critical thinking skills and attention to detail and the ability to remain calm and decisive in crisis situations
  • Ability to handle stressful situations and make decisions quickly, while remaining emotionally regulated
  • Adept with situational and mental health assessment, including safety and wellness assessment, de‐escalation, and crisis intervention skills  
  • Ability to tolerate stress and deal with a wide range of medical, mental health, substance related and emotional issues 
  • Demonstrated ability to deal effectively with internal and external contacts including community and facility contacts, staff, physicians, clients, families, agencies, emergency services etc. 
  • Excellent English language skills written and spoken other languages an asset 
  • Strong computer literacy skills including data entry, social media, tracking and mapping apps  
  • Knowledge of local geography in Victoria 
  • Knowledge of applicable legislation (i.e. mental health act; child, family & community services act; related assessment, referral and screening tools)
  • Knowledge of available programs and services, their interrelationships, and their function in delivering care in the community 
  • Demonstrated working relationships with local service care providers, including local non‐profit and Health Authority Services  
  • Demonstrated capacity to effectively communicate with Emergency Services Personnel
  • Extensive experience providing supportive counselling in the field
  • Attended Suicide Intervention and Assessment Training  
  • Mental Health First Aid Training  
  • Experience and capacity for incident debriefing, including with service users and teammates.  
  • Skills and capacity to assess and triage to emergency services, where appropriate 
  • Demonstrated practice of social justice, cultural humility, trauma-informed and public health approaches and models of social support and health care.  
  • Demonstrated ability to establish respectful rapport, provide support and advocate for a diverse range of individuals who are actively using substances and living with significant barriers to their health and well‐being.  
  •  Demonstrated empathic observer invested in respectful relationship‐building.
  • Demonstrated skills, experience, and knowledge in the areas of harm reduction/health promotion practices, safer sex and safer drug use practices, addictions, safer sex, sex work, HIV/AIDS, Hepatitis C, poverty, trauma and mental health.  
  •  Demonstrated practice of social justice, cultural humility, trauma‐informed and public health approaches and models of social support and health care.  
  • Experience managing hostile interactions, utilizing non‐violent communication and diffusing techniques.
  • First aid and CPR level C  
  • To comply with current BC Public Health Orders, must be fully vaccinated for COVID-19 or have an approved medical exemption. Proof of vaccination status will be required for successful applicants for positions covered by the order.


  • Pay: $28.56/hour to start with stepped increases based on your seniority with AVI. (Pay for this role is based on the BCGEU paygrid 38.
  • Hours and Schedule: Monday to Friday from 1 pm to 9 pm.  This schedule may change after April 2023 as the program matures. This is a Full Time position.
  • Note: Hours of Work, Days Off and Work Area may be subject to change.
  • Term: This position runs until October 31, 2023.
  • Location: AVI Victoria and in the community as needed.
  • Union: AVI is a union environment under the Collective Agreement: HEABC & Health Services & Support Community Subsector Association 2019-2022 and this role is a BCGEU union position.
  • Benefits: This position will be eligible for extended health, life and AD&D coverage after 488 hours with AVI.  AVI pays for the entire cost of the plan on behalf of its staff.
  • Pension: If you are already a member of the Municipal Pension Plan (MPP), you can continue with them at AVI immediately.  If not, after 488 hours, you will be eligible to join the Municipal Pension Plan. At this time, AVI contributes an additional 9.31% towards your pension account.
  • Other Perks: This position gets 6% vacation (equivalent to 3 weeks), receives a paid day off for every Stat Holiday and Easter Monday and accrues a Sick Bank of 6.9%.  Sick and Vacation Days are both available to be used after your first 488 hours at AVI.


To apply, please send your resume and cover letter to by 5 pm on February 8, 2023.

AVI is committed to equity and diversity and we strongly encourage applications from, but not limited to, folks who identify as Indigenous Persons, persons of colour, racialized, persons living with a disability, persons who use/d drugs, persons with experience of sex work, persons who live with HIV and/or hepatitis C, and persons representing diverse genders and sexualities.

It is beneficial to identify in the cover letter if you are Indigenous and/or have lived/living expertise relevant to the position.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

As AVI is a union environment, internal staff will be prioritized in the hiring process.

We would like to thank all those that apply but only those selected for an interview will be contacted.