Distress Centres of Greater Toronto – Language Lines Program

Year 2 Practicum

September 2025- April 2026

Name of Practicum Site, Unit or Program:

Distress Centres of Greater Toronto (DCGT), Language Lines Program

Location:

Remote, with 1 in-person outreach component day per month (but we are flexible if students are seeking a fully remote practicum)

Description of the practicum site and student activities:

MISSION

We provide support for those in crisis, at risk for suicide and those experiencing emotional distress through 24/7 multi- lingual inbound, outbound and in-person programs.

VISION

We are the leader in providing resilience and hope through innovative crisis and mental health support.

DISTRESS CENTRE CORE VALUES

These values are our fundamental beliefs: they act as cornerstones, guiding our decision-making, how we relate to each

other, and how we act. DCGT’s core values are:

• Service – supporting the human experience

• Inclusion – living by the principles of diversity, equity and inclusion

• Innovation – embracing change and seeking new ways to improve services

• Integrity – being honest, authentic, ethical, and trustworthy/trusting

• Education – supporting the principle of continuous learning

QUALIFICATIONS

• Over 18 years of age

• Excellent computer skills (Word, Excel, MS teams)

• Clear Vulnerable Sector Check submitted prior to placement start date

• Good listening and communication skills

• Ability to be level-headed in crisis

• Team player with an ability to multi-task

• Accepting callers with a variety of concerns

• Ability to follow policies and procedures

• Teachable; open to learning and receiving feedback

• Excellent command of the English language (spoken and written)

• Ability to work remotely (access to personal computer and private space to conduct shifts)

• PC running Windows 10 or MacOS 11.X.X or greater (cannot use cell phones or Chromebook, Windows 7 is no longer supported)

• Stable and secure Internet connection (password protected hi-speed Wi-Fi internet connection with 30 Mbps download, 5 Mbps upload, Ping below 80ms, Jitter under 10ms)

• Reliable computer with Processor: 2.5 GHz+ or Mac M1, memory: 8 GB of RAM

• Complete 36-42 hours of training and assessment to proceed with placement, which involves 5-7 hours of preparatory reading, 27 hours of classroom training, and approximately 4-8 hours of coaching shifts. Consistently utilize the tools and skills taught in the classroom training

PROGRAM INFORMATION

Distress Centres of Greater Toronto is a service agency dedicated to providing timely emotional support, crisis intervention, and suicide prevention to people in distress. We provide free, confidential support through our different programs to support marginalized populations across the GTA.

LANGUAGE LINES PROGRAM

Students in our Language Lines Program provide phone support in Spanish, Portuguese, Cantonese, Mandarin, Hindi, Punjabi, and/or Urdu. The Language Lines Program operates from Monday-Friday 10am-10pm. An agreed upon schedule will be decided through collaborative discussion between the supervisor and practicum student. Changes to such a schedule will be discussed with and agreed upon by the supervisor before they are made.

Students must be interested in completing in person outreach for language line programs and facilitating mental health workshops for community members in Peel Region and Toronto.

ROLES AND RESPONSIBILITIES

Complete 36-42 hours of training and assessment to proceed with placement, which involves 5-7 hours of preparatory reading, 27 hours of classroom training, and approximately 4-8 hours of coaching shifts. Consistently utilize the tools and skills taught in the classroom training

When needed, support callers with information and referrals for Elder Abuse situations and/or suicide/crisis risk assessments and de-escalation and possibly immediate confidential crisis support

Provide callers with confidential service using active listening and solution focused therapy techniques

Offer support, handle/manage crisis situations over the phone or via our text support program, and give appropriate information and referrals

Assess risk by exploring concerns, clarifying, discussing options to support callers

Summarize calls and create reports and receive continuous feedback

Performs any other duties as assigned/directed

OTHER GENERAL RESPONSIBILITIES AS ASSIGNED:

Training:

If desired, work towards mentoring roles and support new volunteers through on-the-lines training

Volunteer Support and Engagement:

Update volunteer information and complete reference check calls

Assist in arranging socials/recognition events for volunteers

Assist with daily correspondence and scheduling of volunteers

Community Information, Outreach and Miscellaneous Tasks:

Assist staff with outreach for volunteers and clients in the Peel Region and/or GTA

Attend community events to promote DCGT to the GTA community

Research relevant topics to the services of DCGT and/or training

Assist in data entry, intakes, discharges, organizing files, other admin duties on a regular basis

Other duties as may be assigned

Practicum Requirements:

(Click on all the boxes that apply.)

☐ Immunizations per PHA Guidelines

☐ N95 Respirator/Mask Fitting

☐ Covid Vaccinations

☐ Influenza Vaccination (Flu shot)

☒ Police Reference/Vulnerable Sector Check

☐ Driver’s License

☐ Use of Own Car

☐ Travel by public transportation between home visits, or satellite offices, or community meetings, etc.

☐ Comfort working with the population being served

☐ Comprehensive report writing and documentation

☐ Lived experience/Current member of the community being served

☒ Evening attendance

☐ Weekend attendance

☒ Changing shift attendance

☒ Language (specify in field below)

Other requirements: Mandarin, Cantonese, Hindi, Punjabi, Urdu, Spanish or Portuguese

Please select Fields(s) of Study:

(click on all boxes that apply.)

☐ Children and their Families

☒ Social Justice and Diversity

☒ Mental Health and Health

☒ Social Work in Gerontology

☐ Human Services Management & Leadership

Does your practicum require any previous experience?

(If yes, please specify.)

Is this practicum in-person, remote or hybrid?

Mostly remote, with in-person outreach component

Will this practicum involve direct work or a mix of direct and indirect?

Direct

Number of practicums offered:

Field Instructor name and credentials:

Natasha Villacis, Manager, Organizational Development

MSW supervisor will be assigned to the successful student(s)

Application deadline: April 1, 2025

Do you require a resume? Or resume and cover letter?

Resume, cover letter, and DCGT student application form (request form from samar.hossain@utoronto.ca)

Accessibility Considerations:

Will the student have access to a private space for notes or computer use? –

Are there breaks between clients/patients/meetings? Yes

Is the practicum considered fast-paced? Fast

Is there a high noise level in the practicum? Low

Is the site wheelchair accessible? –

What are the physical demands of the practicum?
Are there any other accessibility considerations that potential applicants with disabilities should be aware of? No

If you are interested in this practicum, please send a cover letter and resume to samar.hossain@utoronto.ca by 4pm April 1, 2025. Applications will be forwarded on to the site.

Return to Practicum 2 Off-PAS Opportunities, 2025 – 2026