911 Colocation Crisis Counselor (69138)

Volunteers Of America Western Washington•Everett, WA

7d•$29 - $32•Onsite

About The Position

This full-time, hourly position helps to divert behavioral health related calls from 911 by de-escalating callers, assessing for safety, and providing crisis intervention to callers transferred from 911. The Colocation Crisis Counselors are co-located at the South Sound 911 center in Tacoma, WA and complete all interactions with callers by telephone and/or SMS. This position is responsible for referring callers to the larger 988 team for follow-up or to regional crisis lines as appropriate.

Requirements

A bachelor’s degree in psychology, social work, or related field required.
At least two (2) years of experience in a healthcare contact center and/or in mental health counseling.
Applicants should be comfortable working independently and as part of a team in a collegial group environment
Ability to obtain necessary security clearance for accessing the Computer Aided Dispatch (CAD) system and working on-site at the 911 center
Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
Ability to simultaneously talk and type while utilizing multiple screens and/or windows
In-person work on site at South Sound 911 in Tacoma, WA
Knowledge of Motivational interviewing techniques and effective use of empathy and Active Listening skills
Efficiency with 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 preferred

Responsibilities

Assist 911 call takers and 911 supervisors in identifying appropriate calls for transfer to 988
Work collaboratively with 911 call takers, 911 dispatch, and 911 supervisors to establish safety via police or EMS response when needed while de-escalating and providing emotional support to the caller
Utilize the CAD system and internal messaging feature to coordinate with 911 call takers and monitor developments in calls
Provide crisis intervention, suicide prevention and brief supportive counseling to callers transferred from 911 who are in emotional distress and/or considering suicide
Conduct safety assessments of callers according to agency/department policies, funding and accreditation requirements, and national 988 Best Practices
Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, 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
Utilize Microsoft Teams to engage with remote VOAWW Behavioral Health staff
Act as mentors and coaches to new staff