ConnexOntario, London, ON
Call Centre Agent for a Mental Health & Addictions Services Information Centre
Terms: Relief/Casual Position
Wages: $28/hour

Essential Duties & Responsibilities:

• Reporting to the Manager of System Navigation and Information Services, the successful candidate will be responsible for:
• Provide compassionate, client-centered support & navigation services to individuals seeking support for mental health, addiction, and problem gambling.
• Respond to contacts via phone, chat, and text, ensuring accurate information and referrals are provided in a timely and professional manner.
• Identify client needs and recommend appropriate community-based resources using ConnexOntario’s database.
• Provide supportive listening and brief interventions using approaches such as motivational interviewing, brief focused counselling, trauma-informed care, ASIST, and DEI-informed practices.
• Provide distress and crisis de-escalation as needed
• Document all contacts accurately and consistently in ConnexCentral, following established policies and quality standards.
• Participate in organization initiatives, team huddles, training sessions, and ongoing performance and quality improvement activities.
• Brings a positive outlook and flexibility to changing situations
• Adhere to organizational policies, confidentiality standards, and ethical guidelines.

Requirements and Specifications:

• Must be able to work varied hours, including holidays, weekends and overnight shifts.
• Availability for weekday training is an asset.
• University Degree or College Diploma in the health and/or social sciences field.
• Experience in mental health and/or addiction systems is preferred.
• Proficient in verbal and written communication.
• Ability to communicate effectively with dignity and respect.
• Experience in telephone risk management, safety assessment and crisis intervention would be an asset.
• Experience or training in the following would be an asset:
  • Motivational Interviewing
  • ASIST Training
  • Brief Focused Counselling
  • Trauma Informed Care
  • Diversity
• Call Centre experience is an asset
• Bilingual in English and French or any other language would be an asset.

We also offer the opportunity to join a team whose vision is a province where all people in Ontario are connected to mental health and addictions support, where, when, and how they need it. We genuinely believe in our ability to make a positive difference in the lives of the people who contact us.

If this resonates with you, please send your resume and cover letter to hr@connexontario.ca and let us know why you would be a great fit for this role. If you have relevant experience but are unsure whether you meet every qualification, please still apply. We value diverse perspectives and skills.

ConnexOntario Health Services Information is an employment equity employer that embraces diversityand is committed to creating an inclusive workplace. Our goal is to attract, develop, and retain talented employees from a wide range of backgrounds, reflecting the varied experiences of the communities we serve.

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and our internal policies, accommodations are available at any stage of the hiring process. If you require accommodation during the application or selection process, please indicate this in your cover letter and/or contact our People & Culture team at hr@connexontario.ca using “ACCOMMODATION” in the subject line.

We leverage AI in parts of our recruitment process to streamline tasks such as scheduling interviews and organizing applications. All tools comply with human rights and privacy legislation. While AI supports our efficiency, all final hiring decisions are made by our people.

A satisfactory Police Criminal Records Check/Vulnerable Sector Check will be required prior to hiring.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.