988 Crisis Counselor I

Volunteers Of America Western Washington•Everett, WA

2d•$25 - $28•Remote

About The Position

Volunteers of America is a nonprofit organization operating in Western Washington for over 125 years. This full-time, hourly position provides crisis intervention, suicide prevention, information, referrals, and brief supportive counseling to people contacting the 988 Suicide and Crisis Lifeline by phone. Crisis Counselors work remotely and interact with clients exclusively by telephone. The role supports people at risk for suicide by conducting thorough safety assessments, offering validation and emotional support, developing safety plans, and initiating emergency interventions or mandated reporting when necessary. Counselors also refer callers to regional crisis lines when appropriate, collaborate with peers and supervisors, and provide back-up support to other Regional Crisis Line and 988 programs as required. The organization describes its Christian roots as a driver of service to the community and says it values the unique perspectives that help it serve and uplift the community and one another.

Requirements

Bachelor’s degree in psychology, social work, or a related field.
At least one year of experience in a healthcare contact center and/or mental health counseling.
Agency Affiliated Counselor Registration is required within 30 days of employment, or an equivalent credential; it must remain active during employment.
Pass a typing test with a score of at least 35 WPM.
Fluency in spoken and written English.
Courteous, empathetic, and professional demeanor.
Proficiency in motivational interviewing techniques and active listening.
Strong problem-solving and information-gathering abilities.
Superior communication skills for clear, accurate, and complete client interactions.
Ability to multitask, including talking and typing simultaneously.
Efficiency in documenting chart notes in electronic medical records.
Provide a private, secure home office with an enclosed room and door if there are cohabitants of any age.
Have high-speed internet with at least 100 Mbps download and 10 Mbps upload; provide a recent internet speed test result as proof.
Use a secured, direct wired internet connection with an Ethernet cable; wireless connections are not allowed.
Satellite internet service is not supported.

Nice To Haves

Experience in suicide prevention, crisis intervention, and/or mental health information and referral services.

Responsibilities

Provide crisis intervention, suicide prevention, and brief supportive counseling to clients experiencing emotional distress or contemplating suicide.
Conduct safety assessments in accordance with agency policies, funding and accreditation requirements, and Lifeline Best Practices.
Manage client interactions to provide appropriate, efficient, and effective support.
Follow legal requirements, including HIPAA confidentiality and mandated reporting, such as Emergency Services Interventions, CPS/APS referrals, and Tarasoff Duty to Warn.
Consult with peers and supervisors on duty about compliance issues, mandatory reporting, HIPAA, and imminent-risk situations.
Document all client interactions accurately, ethically, and efficiently.
Meet or exceed established key performance goals and adapt to new expectations as needed.
Use current technologies to communicate with clients and community members.
Use Microsoft Teams to collaborate with peers and supervisors on duty.
Participate in staff meetings and training to enhance clinical skills and support professional development.
Provide back-up support to other Regional Crisis Line and 988 programs as required.
Refer callers to regional crisis lines when appropriate.