Systems, Screening and Dispatch Navigators- Part Time

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 TEAM (CLCR) provides immediate low-barrier, harm reduction, trauma-informed support services to community members experiencing mental health, substance use and related crises.   

The team is comprised of experiential responders and mental health professionals supported by a supervisory and management structure. All crisis calls are 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 also facilitates follow-up support to specialised services, case management, primary health care, housing support, mental health and substance use services.  

This team is expanding its hours and days of service, resulting in the multiple shifts this posting is advertising.

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.

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.

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 including assessment screening and triage, while initiating Community Care Plans and resourcing community supports.

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, client follow-up 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.


  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 and/or homicidally, 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 lifesaving First-Aid, etc.) 
  14. Maintain confidential client case files, including Community Care Plans, safety and wellness assessments.
  15. Maintain familiarity with Victoria resources, their interrelationships, and their function in delivering care in the community i.e., Mental health & substance use responsive services. 
  16. Use exceptional trauma informed support skills while remaining calm and focused on high pressure situations, adapting quickly to dynamic environments and developing situations while keeping in mind the scope and practice of the CLCR team. 
  17. Listen for what is ‘not being said,’ provide clear and direct empathetic communication. 
  18. Participate as a member of an inter-disciplinary team in formal and informal client case management.  
  19. 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 crisis.
  20. Provide First aid and overdose response including rescue breathing, oxygen and naloxone when necessary.
  21. Engage in later leadership practices, including open communication, mutual support and collective accountability.
  22. Engage in Critical Practice Reflection and Community Accountability Processes.  
  23. 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: $33.00/hour to start with stepped increases based on your seniority with AVI. (Pay for this role is based on the BCGEU pay grid 38) 

Hiring Multiple Candidates to Cover Multiple Shifts: We are hiring multiple shifts to cover our 7 day per week program. Candidates can list which shifts/lines they would like to work, and the details of the schedule can be worked out with the successful candidates.

Afternoon and Night Shift Premium for Some Shifts: Afternoon Shift Premium of an additional $0.25/hour applies to any shifts that have at least 50% of their time scheduled between 4 pm and midnight and $2.50/hour applies to any shifts that have at least 50% of their time scheduled between 12am and 8am. As such, some of the shifts of this ad qualify for an additional $0.25/hour premium and $2.50/hour.

Available Shifts/lines:

  • 30 hours: Thursday, Friday, Saturday, and Sunday- 5:00pm to 1:00am
  • 22.5 hours: Saturday, Sunday, Monday – 7:00am to 3:00pm
  • Hours of Work, Days Off and Work Area may be subject to change.

Location: AVI Victoria and in the community, including in people's homes, shelter and supportive housing sites, community centers, parks, and encampments, as well as in health and social care settings, etc.

Union: AVI is a union environment under the Collective Agreement: HEABC & Health Services & Support Community Subsector Association 2022-2025 and this role is a BCGEU union position.

Position Type: Regular, Part Time

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.  At this time, AVI contributes an additional 9.31% towards your pension account.  If you are not already a member of the Municipal Pension Plan, part time staff may become eligible after 2 years with AVI.

Other Perks: This position gets 6% vacation (equivalent to 3 weeks), receives Stat in Lieu payments of 5% on each paycheque and has a Sick Bank of 6.9%.  Sick and Vacation are both accessible after your first 488 hours at AVI.

Proof of Vaccination Required: AVI is under BC's Health Services Order and continues to require proof of vaccination.


To apply, please send your resume and cover letter to This posting for multiple positions is open until October 9, 2023, by 5 pm.

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.

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