Message about our hiring and operating practices during the COVID-19 pandemic

The Canadian Mental Health York Region and South Simcoe branch (CMHA-YRSS) is continuing to provide much-needed mental health services. As an organization, we are protecting our staff through supporting either working from home, or physical distancing, and other public health directives for essential services staff working on-site. Rest assured that your well-being is our top priority and we have appropriate health and safety measures in place at each stage of the recruiting process and throughout our operations.

We are hiring BounceBack Coaches for the BounceBack Ontario Program!

The role of the BounceBack Coach is to assist people ages 15 years and over to manage low mood, mild to moderate depression and anxiety, stress or worry. This is a priority position with multiple openings, therefore, if you are a qualified candidate, we encourage you to apply as soon as possible.

This position is responsible for providing telephone-based coaching to support clients through a structured, self-help program designed to treat mild to moderate symptoms of depression and anxiety. Coaches will undergo a paid, multi-week training program to help them learn and deliver our structured, and scripted coaching program.

For more information about the BounceBack program, see

Nine (9) Permanent : Full-time positions 35 hours a week with the possibility of 40 hours per week. Evenings and weekends will be required based on client scheduling needs.

Comprehensive Health Benefits: Excellent Benefits Package: Full Extended Health & Dental, Life Insurance, EAP, STD, LTD, & Pension Plan. Generous paid time off including vacation, sick, personal days provided after waiting period.

Salary: The starting salary is $41,179.

Location: In accordance with current public health directives, training will be available remotely for staff (i.e., via teleconference and videoconferencing technologies) and work can be delivered from home. Once public health directives are lifted, Coaches will be working primarily in our Vaughan office (8271 Keele Street, Vaughan, ON L4K 1Y2) with possibility of remote work after successful completion of the probationary period and performance review.

Job Profile

This position is responsible for providing telephone support to clients experiencing mild to moderate anxiety and depression, using a structured and scripted coaching program. This position reports to the Manager, People and Teams within the BounceBack Program, with clinical oversight provided by staff Clinical Psychologists. The Coach will support the BounceBack guided, self-help program where clients use workbooks, concepts and activities to improve their health and well-being. On their 20-25 minute coaching calls, Coaches will administer questionnaires to measure the client’s quality of life and symptoms of anxiety and depression, support client learning, problem-solve barriers to engagement, and help clients make plans to use learned skills in their lives. The coaching program is delivered in a series of sessions over approximately 2-3 months for each participant. In collaboration and consultation with staff Clinical Psychologists, the Coach will liaise and report any client concerns or safety issues to the client’s primary health care provider (using structured protocols and templates). They will also maintain patient records, and document client progress through the program. The Coach will also receive regular clinical consultation from staff Clinical Psychologists and will be required to adhere to clinical directives. The Coach is also required to perform other related duties as assigned.

Mandatory Minimum Requirements:
Preference will be given to post-secondary education in a Health or Human Services related field such as Social Work, Psychology, Occupational Therapy or other associated discipline at a College or University level.

Minimum two years of demonstrated customer service experience.

Strong English language verbal, written and reading comprehension skills.

Excellent ability to demonstrate a caring and compassionate demeanor while verbally communicating with clients on the phone.

Ability to interpret written materials quickly and accurately, and relaying information to clients on the phone.

Ability to apply Recovery principles/empowerment-oriented philosophies/practices in work with clients.

Exceptional interpersonal and organizational skills.

Preference will be provided to those who can excel in highly structured environments.

Strong administrative skills including experience with general data entry.

Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).

Private office space and high-speed internet (all equipment will be provided to employees).

Flexibility in work schedule (days, evenings and weekends).

A satisfactory Vulnerable Sector Screening (Police Check). Should there be any delays in the processing of this background check, candidates can be offered employment contingent upon the outcome of the screening result.

Other qualifications that are assets to this position:
Knowledge of the Ontario Mental Health Act, Mental Health Reform Principles, the Substitute Decisions Act, the Health Care Consent Act and PHIPA requirements.

Previous training or experience in Coaching and/or a Call Centre environment.

Experience working with individuals experiencing mental illness.

Experience and knowledge of client information systems (i.e., LOBUS).

Additional languages with strong verbal, written and reading comprehension skills in any of the following: Arabic, French, Mandarin, Spanish.

This position reports to, and is supervised, by the Manager, People and Teams, BounceBack.

At CMHA-YRSS we encourage career development and provide comprehensive training for all of our BounceBack Coaches. Due to the nature of training within the BounceBack Program, successful candidates are required to remain in this position for a minimum of 12 months before exploring other career opportunities within our CMHA family.

Working Conditions: Office work. Sitting at a desk and communicating over the phone for long periods of time i.e. a tele-agent environment. Day, evening and weekend hours are required based on client scheduling needs.

Disclaimer: In keeping with Mental Health reform, best practices, funding and direction, this position may later require knowledge, skills, abilities and working conditions not noted here.

Why work for CMHA-York Region and South Simcoe?

We are a team committed to our vision of mental health support for all. That means we respect that our clients are the experts in their recovery journey and that our role is to provide support, resources and opportunities based on their hopes and dreams. It means that we foster and encourage an entrepreneurial spirit to create, implement, and sustain innovative, evidence based and transformational impact. We seek out and build partnerships, collaborate and share knowledge to be the most culturally competent team and fully integrated service delivery partner.

Our team cares for each other. We have our own team values of trust, respect, teamwork and communication. We have been a National Non-Profit Employer of Choice for six consecutive years as well as a recipient of Canada’s Most Admired Corporate Cultures & Forbes “Canada’s Best Employers 2021”.

Application Procedures:
If you are interested in this opportunity, follow the link below and click on the “Apply Now” button in the top right corner of the page to proceed to upload your cover letter and resume:

Complete the application form and submit the following:
Cover letter: Tell us why you would like this role and why you should be considered for the position (PDF or Word)

Curriculum vitae (PDF or Word)

CMHA-YRSS supports the recovery of people with mental illness and promotes diversity in the workplace. We welcome all applicants including persons with lived experience, women, aboriginal people, people with disabilities, and members of the 2SLGBTQ+, visible minority and immigrant communities to apply.

While we thank all candidates for their interest, only those selected for an interview will be contacted.

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