Catarina Rosa
Toronto,Canada
Summary
Kind, grounded, and driven crisis responder with extensive experience supporting individuals in distress through CAMH’s 9-8-8 Suicide Help Crisis Line. Currently pursuing a bachelor’s degree in Immunology and Health & Disease at the University of Toronto. Recognized for strong communication skills and a calm, empathetic presence, fostering safe and inclusive environments.
Overview
7
7
years of professional experience
Work History
Hub Supervisor 9-8-8 Suicide Crisis Helpline
CAMH
11.2025 - Current
- Provided real-time coaching, feedback, and debriefing to responders on shift.
- Ensured the safety and well-being of callers and texters through responders by supporting accurate documentation, incident reporting, and participation in debriefing processes as needed.
- Provided real-time coaching and post-interaction support to responders dealing with complex or high-risk situations, offering expert guidance.
- Fostered a collaborative and supportive team environment, encouraging open communication, teamwork, and knowledge sharing.
- Conducted regular reviews of calls and text transcripts to ensure adherence to quality assurance standards.
- Reviewed responder contact reports and provided feedback when necessary.
- Participated in responder call monitoring to ensure quality and adequate support for people reaching out for support.
- Maintained accurate records of all call monitoring forms, quarterly assessments of Responders forms, and on-call sheets.
- Maintained a work environment that embraces diversity, and is free of harassment and discrimination.
Hub Responder
9-8-8 Suicide Crisis Helpline (CAMH)
Toronto, Canada
05.2023 - 11.2025
- Delivered high-quality emotional support and crisis intervention via phone and text, adhering to CAMH's practice guidelines.
- Conducted comprehensive safety assessments, de-escalated high-risk situations, and developed collaborative safety and resource plans.
- Exercised sound judgment in crisis situations, employing the least invasive interventions while ensuring client safety, including initiating emergency responses when necessary.
- Scheduled and completed follow-up and third-party outreach calls to support ongoing safety and well-being.
- Maintained precise, timely, and compliant documentation of all interactions and interventions.
- Completed mandatory reporting to Child Protective Services (CPS) and liaise with first responders, including police, paramedics, and poison control.
- Upheld strict confidentiality and ensure alignment with the ethical and legal standards of CAMH.
- Worked collaboratively with peers and team members to promote consistent, compassionate, and effective support.
- Mentored and supported new responders, offering guidance, feedback, support, and debriefing.
Customer Service Representative, Cash Office Representative, and Closing Supervisor
Loblaw Companies
Toronto, Canada
09.2019 - 08.2024
- Supervised and supported front-end cashiers during closing shifts, ensuring smooth operation and adherence to company policies and procedures.
- Managed end-of-day responsibilities, including balancing tills, securing cash deposits, and ensuring the front-end area was prepared for the next business day.
- Collaborated with staff across departments to coordinate closing duties, maintain store readiness, and ensure promotions and signage were properly set up for the following day.
- Delivered exceptional customer service through prompt, friendly, and knowledgeable assistance, addressing inquiries and ensuring a positive shopping experience.
- Handled customer complaints and disputes with empathy and professionalism, maintaining composure in high-stress situations and fostering customer loyalty.
- Mentored new cashiers, promoting accuracy, efficiency, and consistency in service delivery.
- Supported the implementation of company-directed promotions and programs to enhance customer engagement and drive sales.
- Maintained an organized and fully stocked checkout area to ensure efficient service flow and an inviting customer environment.
- Ensured compliance with store standards, safety regulations, and confidentiality requirements.
- Acquired alcohol distribution license.
Doctor's Office Assistant
Dr. Masgoret
Toronto, Canada
07.2019 - 09.2019
- Registered new patients in the electronic medical record system and ensured all demographics and insurance information was accurate prior to scheduling appointments.
- Facilitated clinic flow by greeting, seating and preparing patients for their appointments in an efficient and compassionate manner.
- Directed patients to exam rooms, answered inquiries, and prepared patients for physician examinations (taking note of height, weight, and blood pressure).
- Responded to telephone and in-person inquiries, providing accurate office information and directing calls to appropriate staff members.
- Updated patient charts.
- Assisted in testing (i.e. urine samples).
- Performed referral check-in calls with hospitals and clinics to obtain status updates.
- Supported healthcare providers and administrative staff in maintaining smooth clinic operations and high-quality patient experience.
Education
Bachelor of Science - Health & Disease, Immunology
University of Toronto
Toronto, ON05.2026
High School Diploma -
St. Joseph's College School
Toronto, ON06.2021
Skills
- Crisis response expertise
- Teamwork and collaboration
- Organizational proficiency
- Customer service and supervision
- Problem-solving skills
- Active listening
- Critical thinking abilities
- Emotional support techniques
- Safety assessment strategies
Volunteer Experience
- Women's College Hospital - Surgical Services and Foundation, 06/19 - 09/19.
Served as a liaison between patients, families, and healthcare providers, ensuring clear and compassionate communication throughout the surgical process., Escorted patients to the Surgical Day Care area and supported them in understanding next steps and procedures., Welcomed and assisted family, providing updates, reassurance, and emotional support., Assisted staff in preparing surgical information and supply packages for the Preadmission Clinic., Supported the Women’s College Hospital Foundation by drafting and organizing personalized letters to donors, maintaining accurate correspondence records, and assisting with office organization to support fundraising initiatives., Recognized for professionalism, empathy, and strong communication skills in interactions with patients, families, and donors.
- MEDLIFE – Service-Learning Trip Volunteer, Cusco, Peru, 08/25.
Collaborated with a multidisciplinary team of healthcare professionals to support community development and medical clinic initiatives., Assignment in patient intake, basic health education, and the distribution of medications and hygiene supplies under supervision., Aided dentists, gynecologists/obstetricians, general medicine doctors, and pharmacy nurses in their practices., Engaged in infrastructure projects (e.g., building staircases and sanitation facilities) to improve access to essential resources., Strengthened cross-cultural communication (English and Spanish) and teamwork skills, helping contribute to MEDLIFE’s mission of sustainable, community-based healthcare.
Languages
- English, Native or Bilingual
- Portuguese, Native or Bilingual
References
References available upon request.
Timeline
Hub Supervisor 9-8-8 Suicide Crisis Helpline
CAMH
11.2025 - Current
Hub Responder
9-8-8 Suicide Crisis Helpline (CAMH)
05.2023 - 11.2025
Customer Service Representative, Cash Office Representative, and Closing Supervisor
Loblaw Companies
09.2019 - 08.2024
Doctor's Office Assistant
Dr. Masgoret
07.2019 - 09.2019
Bachelor of Science - Health & Disease, Immunology
University of Toronto
High School Diploma -
St. Joseph's College School