[Hiring] Telephone Service Assistant @Nisa Foundation

Role Description

The Telephone Service Assistant will provide first-point engagement for Nisa Foundation’s Centralized Nisa Line, a triage-based 18-hour support and referral line for women and families in crisis. The intern will receive structured training in active listening, trauma-informed communication, confidentiality, and crisis de-escalation, followed by guided shifts alongside trained volunteers or staff. This role is ideal for students in social work, psychology, counselling, community services, or related disciplines who want direct experience in frontline crisis and referral work.

Key Responsibilities

• Tier 1 Support & Client Engagement
  • Answer incoming calls, chats, or text messages during scheduled Tier 1 shifts (evenings, weekends, or overnights).
  • Conduct brief triage using approved scripts to assess needs and identify risk levels.
  • Route callers to Tier 2 support as needed, based on safety indicators and escalation protocols.
  • Provide callers with accurate information, emotional support, and resource referrals.
  • Offer multilingual support in English plus one additional language (Urdu, Arabic, or French).
• Documentation & Confidentiality
  • Record non-identifiable call summaries, triage notes, and referral details in the CRM system.
  • Maintain strict confidentiality and uphold trauma-informed communication standards.
  • Ensure all interactions follow organizational policies, safeguarding, and ethical guidelines.
• Team Collaboration & Continuous Improvement
  • Participate in weekly debrief sessions and reflective supervision meetings.
  • Assist with scheduling coordination and coverage planning for Tier 1 shifts.
  • Provide feedback to support ongoing enhancement of scripts, workflows, and service quality.

Qualifications

• Current student or recent graduate in social work, psychology, counselling, community services, or related fields.
• Strong interpersonal and communication skills, with comfort engaging in sensitive conversations.
• Ability to remain calm, empathetic, and professional during high-stress situations.
• Demonstrated ability to follow scripts, protocols, and safety procedures.
• Multilingual ability (English + Urdu, Arabic, or French) is a strong asset.
• Familiarity with online communication platforms and Microsoft Office/Google Workspace is preferred.
• Must be a self-starter who can work independently and manage shift responsibilities reliably.

Requirements

• This position is part of the Canadian government’s summer job program.
• Candidate must be legally eligible to work in Canada (Canadian citizen, permanent resident of Canada, or a protected person within the meaning of the Immigration and Refugee Protection Act).
• Able to provide a valid Social Insurance Number (SIN).
• Must be between 15 and 30 years of age at the start of the employment.
• Must have a valid Social Insurance Number at the start of employment and be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations.

Benefits

• Nisa Foundation is an equal opportunity employer and is committed to complying with both the Ontario Human Rights Code and the AODA.