911 Colocation Crisis Counselor

Volunteers Of America Western Washington•Everett, WA

2d•$29 - $32•Onsite

About The Position

This full-time, hourly position helps divert behavioral health-related calls from 911 by de-escalating callers, assessing safety, and providing crisis intervention to callers transferred from 911. Counselors work in person at the South Sound 911 center in Tacoma, Washington, and interact with callers by telephone and/or SMS. The role refers callers to the larger 988 team for follow-up or to regional crisis lines as appropriate. The position collaborates with 911 call takers, dispatchers, and supervisors to coordinate responses and establish caller safety. It provides crisis intervention, suicide prevention, and brief supportive counseling, while conducting safety assessments and documenting interactions in the CAD system. Counselors follow agency and department policies, applicable laws, confidentiality requirements, and national 988 best practices. The role also uses Microsoft Teams to engage with remote VOAWW Behavioral Health staff and mentors and coaches new staff.

Requirements

Bachelor’s degree in psychology, social work, or a related field.
At least two years of experience in a healthcare contact center and/or mental health counseling.
Comfort working independently and as part of a team in a collegial group environment.
Ability to obtain the security clearance required to access the CAD system and work on site at the 911 center.
Agency Affiliated Counselor Registration within 30 days of employment, or equivalent, maintained in active status during employment.
Fluency in spoken and written English.
Ability to talk and type simultaneously while using multiple screens and/or windows.
Ability to work in person at South Sound 911 in Tacoma, Washington.
Knowledge of motivational interviewing techniques and effective use of empathy and active listening.
Efficiency in information gathering and problem solving to facilitate positive call resolutions.
Superior communication skills to convey information to clients clearly, accurately, and completely.

Nice To Haves

Experience assessing suicide risk and safety planning.

Responsibilities

Assist 911 call takers and supervisors in identifying appropriate calls for transfer to 988.
Collaborate with 911 call takers, dispatch, and supervisors to establish safety through police or EMS response when needed, while de-escalating and providing emotional support.
Use the CAD system and internal messaging feature to coordinate with 911 call takers and monitor call developments.
Provide crisis intervention, suicide prevention, and brief supportive counseling to callers transferred from 911 who are distressed and/or considering suicide.
Conduct caller safety assessments in accordance with agency and department policies, funding and accreditation requirements, and national 988 best practices.
Operate in accordance with applicable state and federal laws, including HIPAA confidentiality requirements relating to imminent risk and mandated reporting, such as police interventions, CPS and APS referrals, and Tarasoff duty to warn.
Accurately, ethically, and efficiently document all client interactions in the CAD system.
Consistently meet or exceed established key performance indicator goals.
Use Microsoft Teams to engage with remote VOAWW Behavioral Health staff.
Mentor and coach new staff.
Refer callers to the larger 988 team for follow-up or to regional crisis lines as appropriate.