Coach (English)

Why work for CMHA York Region?

We deliver quality mental health and addictions services that promote recovery and health, and end stigma. 

Our Values:

• Responsive to the needs of our clients, their families, and our communities
• Respectful in how we meet the needs of our clients and staff in each interaction
• Committed to delivering the highest quality of care, every time
• Innovative in our approach to meeting our clients’ and communities’ needs
• Inclusive in how we work and serve our clients

Team Values:

• We create belonging
• We build better
• We deliver

We offer an inclusive, innovative, and high-performance work culture that helps us deliver transformational impact. The organization cares about the growth, safety and well-being of employees and offers:

• HOOPP (Healthcare of Ontario Pension Plan)
• Medical, Dental and Paramedical Benefits (for positions 12 months and 21+ hours) 
• Generous Paid Tim Off (PTO)

Learn more about us by visiting: https://cmha-yr.on.ca/careers/

We are hiring a BounceBack Coach who is fluent in English 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 https://bouncebackontario.ca/

Position Start Date: October 27, 2025

One, Fluent English position; Permanent, Full-time: 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, & Healthcare of Ontario Pension Plan (HOOPP). Generous paid time off including vacation, sick, personal days provided after waiting period.

Salary: $52,015 per annum

Closing Date: September 19, 2025

Location: The position is required to come into the office/on-site a minimum of 1day per week and at least 1 day per month for Clinical Consultations as well as any other meetings that require in-person work over the course of the year. Equipment is provided by CMHA. The successful candidate will work primarily from our Vaughan Office (8271 Keele St., Unit 2, Concord, ON L4K 1Z1) and may be required to occasionally travel within York Region & South Simcoe for training or meetings.

Job Profile:

BounceBack is part of a broader program called Ontario Structured Psychotherapy (OSP). OSP is a stepped-care program, which means that there are various treatment offerings based on client needs. Treatment offerings vary from fast access programs, like BounceBack, to individual or group psychotherapy sessions. OSP also includes service navigation for clients who are not eligible for the OSP program.

The BounceBack Coach 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 the CMHA Clinical Consultation Team (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 (i.e., Measurement Based Care, MBC), 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 CMHA Clinical Consultation Team, 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 the CMHA Clinical Consultation Team and will be required to adhere to clinical directives. The Coach is also required to perform other related duties as assigned.

Mandatory Minimum Requirements

• English Fluency is mandatory with strong fluency, verbal, written and reading comprehension skills. 
• Bachelor’s Degree or College Diploma – 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.
• Conducting calls in English or any other second language, as required.
• 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 

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.

To request this posting in an alternate format or to request an accommodation in the application process, email AODA@cmha-yr.on.ca.

Application Procedure:  If you are interested in this opportunity, please visit https://cmha-yr.on.ca/careers/ and search for Coach (and the language you are applying for), click on the “Apply Now” button, and proceed to upload your cover letter and resume.

Complete the application form and submit the following:

• Cover letter with 300 words or less which tells us why you want the role and why you should be considered for this position. (PDF or Word document)
• Resume (PDF or Word document) (applications received without a Resume attached will not be considered).

CMHA-YRSS is dedicated to promoting employment equity and dismantling obstacles to employment for marginalized communities.  CMHA-YRSS supports the journey to mental wellness, and we welcome applicants with lived experience of mental illness.  In acknowledgment of the systemic underrepresentation faced by Black, Indigenous, racialized peoples, and those living with disabilities, this opportunity has been developed based on the special program provisions of the Ontario Human Rights Code.  We therefore extend invitations for applications from the following groups:

• Racialized Persons
• Indigenous Persons
• Persons living with Disabilities

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