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Crisis Line Manager

  • Posted:Sep 24, 2021
  • Apply by:Oct 09, 2021
  • Job Type
  • Full Time
  • Job Level
  • Other
  • Location
  • Toronto, ON
  • Impact Area
  • Other
  • Impact Category
  • Other
  • Company Type
  • Other

About this position

Title: Crisis Line Manager

Hours of Work: 35hrs/week, including evening and weekend work.

Position: Permanent, Full Time; This position is part of the leadership team.

Location: West End Toronto; TTC accessible; This position works on-site

Job Summary

The Crisis Line Manager is responsible for overseeing the day-to-day operations of the crisis counselling programs and services and the Seniors Safety Line. This includes, but is not limited to, ensuring high-quality delivery of all crisis line services, including the maintenance of service standards and the implementation of program monitoring and evaluation. This role directly supports a multi-disciplinary team of seasoned counsellors delivering a model of support that is trauma-informed and client-centred.  The Crisis Line Manager will collaboratively support the leadership team and report directly to the Executive Director or her designee.

Organizational Summary

The Assaulted Women’s Helpline (AWHL) is a dynamic community-based organization providing 24-hour, 7-day-a-week telephone and online crisis counselling and referral service for all women in the province of Ontario experiencing abuse. AWHL works from an integrated feminist, anti-racist, and anti-oppressive framework. AWHL’s team of trained counsellors provide crisis counselling, safety planning, emotional support, information and referrals.

We are a multi-disciplinary team of women committed to providing exceptional, respectful and appropriate service to women who have and are experiencing violence or the effects of violence, crisis and abuse. We are a diverse, dedicated group, striving to be part of the solution to eradicate all forms of violence against women, first and foremost through the provision of the crisis line service. AWHL staff team is also committed to working in a coordinated way with community partners and sister agencies towards bridging gaps in service and identifying emerging issues or trends relevant to the women we work with.


Program Planning, Development and Implementation:

  • Provide leadership and oversight to the 24-hour telephone and online crisis counselling program, the Senior’s Safety Line, and any other programs and services as assigned.
  • Ensure that AWHL’s standard of programs and services is consistent with legislative and regulatory requirements, organizational policy and directives, anti-racist and anti-oppressive framework, and other best practices
  • Create an environment among staff teams that promotes trust, open communication, creative and analytical thinking, and a cohesive team effort
  • Ensure staff and teams work effectively and efficiently towards meeting annual operational planning goals and overall strategic planning goals
  • Support new program development, using a community development model that engages staff and service users in the process
  • Support the development of annual program plans that are in alignment with AWHL’s vision, mission, values, and strategic priorities
  • In partnership with the leadership team, identify and implement training and professional development opportunities for crisis line counsellors
  • Ensure service user complaints processes are followed and documented

Human Resources:

  • Supervise a unionized workforce within the context of the Collective Agreement
  • Direct and interpret AWHL’s policies and procedures to all Crisis Line Staff and volunteers
  • In partnership with the leadership team, participate in staff onboarding and orientation of crisis line counsellors
  • Ensure that staff are utilized effectively, well trained, supported, and have opportunities to operate with high job satisfaction and at optimal performance levels
  • Work in collaboration with the Manager of Client Service and Quality Assurance to manage employee performance and evaluation
  • Perform necessary administrative duties such as vacation planning, timekeeping, performance reviews, etc.
  • Provide supervision and support to program staff on a regular basis in accordance with AWHL’s policies and procedures
  • Ensure the staff are attending clinical consultation with the clinal consultants
  • Resolve union complaint(s) and grievance processes consistent with the collective agreement
  • Foster a culture that encourages and nurtures participation, continuous learning and improvement, creativity, and innovation

Monitoring and Evaluation:

  • Coordinate the systematic collection, analysis, and interpretation of appropriate monitoring and evaluation data
  • Ensure that services and programs consistently meet client needs
  • Review current data collection tools and work to improve data collection and analysis
  • Monitor and evaluate progress towards meeting annual work plan objectives and expected outputs and outcomes
  • Monitor service and program evaluations to ensure goals and objectives are being met

Community Relations:

  • Establish and maintain good working relationships and collaborative arrangements with community groups to help achieve the goals of the organization
  • In partnership with the leadership team, coordinate and participate in awareness raising, advocacy and education initiatives and activities in relation to issues of gender-based violence, woman abuse, violence against women and women’s equality rights, and elder abuse 
  • Represent AWHL on appropriate community committees as requested by the Executive Director
  • Participate in public events and networking that promote and build awareness of AWHL services as requested by the Executive Director

Strategic Leadership:

  • Promote and demonstrate mission, values, and standards of the organization through example and consistent behavior  
  • Define the values in ways that provide guidance to staff on how to perform their work
  • Foster a culture that encourages and nurtures participation, continuous learning and improvement, creativity, and innovation
  • Support the development of Service Standards that are aligned with the organization’s values to support a consistent, client-focused approach to service delivery  
  • Ensure that AWHL’s values are reflected in organization-wide program systems and processes
  • Participate in the development of organization planning and policy creation
  • Participate in the development or implementation of improvements in key areas of organization activities

Finance and Administration:

  • Monitor annual program budgets and work plans, and assess progress against these on a regular basis
  • Ensure that the Administration and Support Services Coordinator receives appropriate purchase orders, cheque requisition forms and petty cash receipts
  • Support the program and service-related budget submissions and/or recommendations


  • Possess a solid understanding of the collective agreement and enforce all policies, procedures and guidelines, routines, and requirements as per AWHL policy.
  • Maintain a positive, healthy, and safe work environment in accordance with all appropriate legislation and regulations
  • Maintain co-operative working relationships and participate in the general operation of the organization.
  • Work on the crisis line/Seniors Safety Line when requested by the Executive Director and/or her designee.
  • Other duties as assigned.


  • Post-secondary degree or diploma in social services (MSW preferred), or an equivalent mix of post-secondary education and work experience
  • At least five (5) years of related program planning and development, monitoring and evaluation, quality assurance implementation, processes and practice; experience within the following sectors will be considered an asset: violence against women, mental health and addictions, homelessness and housing, HIV/AIDS and/or the criminal justice/legal system
  • At least three (3) years of supervisory/managerial experience (preferably in a unionized environment), with demonstrated skills in leading, motivating, supervising and developing diverse and multi-disciplinary 24/7 staff teams
  • Demonstrable understanding of safety assessment and risk management, crisis intervention and crisis support as it relates to older adults, women, and trans and gender diverse people experiencing gender-based violence
  • Strong political instincts and sound judgment, with a history of managing diverse groups of internal and external stakeholders
  • Demonstrated competency in program planning, implementation, monitoring, and evaluation
  • Proven leadership and relationship-building skills, with strengths in strategic communication, problem solving and the ability to mediate conflict
  • Understanding of and commitment to preventing and ending elder abuse and gender-based violence
  • Demonstrated commitment to trauma-informed, feminist, anti-racist and anti-oppressive practices
  • Commitment to providing leadership in reducing barriers to social support services experienced by marginalized communities
  • Self-motivated with the ability to shift priorities with ease and resiliency
  • Proficiency in computer hardware, software and database applications
  • Satisfactory Vulnerable Sector Checks (PVSC) with future checks every three (3) years
  • Required to work occasional weekends and/or evenings, when required
  • Ability to speak languages other than English an asset.

How to Apply:

Please include a cover letter with your resume. Your cover letter should outline your essential skills and contextualize why you are interested in this role. Resumes received without a cover letter will not be considered.

Email your application to the hiring committee at mdang@awhl.orgClosing date: October 8, 2021

As part of the Assaulted Women’s Helpline commitment to the development of a staff team, we strive to represent the diverse communities that we service and to foster an inclusive, barrier-free and accessible environment. Individuals who are First Nations, Metis, immigrant, refugee, LGBTQ2, individuals with disAbilities, and from racialized communities are encouraged to apply.

If you are an individual with a disAbility, accommodations are available on request for candidates taking part in all aspects of the selection process.

No telephone inquiries please. AWHL thanks all applicants for their interest, only those applicants selected for an interview will be contacted.

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