National 988 Crisis Counselor- Part-Time

FIRST CHOICE SERVICES INC•Charleston, WV

1d•Onsite

About The Position

The 988 Crisis Counselor answers calls, chats, and texts from 988 (The National Suicide Prevention Lifeline), providing support ranging from peer warmline and emotional support to full-scale crisis de-escalation. The role helps individuals regain a sense of safety, return to an appropriate level of functioning, and access ongoing treatment services when needed. Counselors use reflective listening and motivational interviewing skills in electronic exchanges and interact by phone, chat, and text to understand each person’s circumstances, provide immediate emotional support, offer options for ongoing support or treatment, and follow up to ensure needs are being met. The counselor is patient, knowledgeable, empathetic, and helpful. This is a part-time position based in Charleston, West Virginia. Services must be provided ethically and with respect for participant dignity and privacy, including compliance with HIPAA and other applicable laws and regulations. The counselor participates in professional development and quality assurance activities and obtains continuing education units needed to maintain individual licensure or certifications.

Requirements

High school diploma or GED equivalent.
Excellent written and verbal communication skills, including fluency in English.
Excellent typing skills and the ability to document in data systems while interacting with people by call, text, or chat.
Strong critical-thinking and problem-solving skills.
Compassion and empathy to respond to visitors’ needs without personal bias or judgment.
Understanding and compassion for people experiencing mental health challenges, addiction, or suicidal ideation, and for people across gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital, or veteran status.
Emotional fortitude to handle difficult visitor situations in a fast-paced work environment.
Sound judgment in program decision-making and self-awareness in position-related functions.
High attention to detail.
Ability to multitask and shift attention quickly and accurately among tasks under distracting conditions.
Ability to prepare concise and accurate records and reports.
Organizational ability and a systematic approach to tasks and assignments.
Ability to follow appropriate policies and procedures to solve identified problems.
Client-service skills, including providing attentive, courteous, and informative service.
Computer skills and confidence using computers and specialized software.
Initiative and willingness to complete multiple assigned tasks.
Integrity, discretion, honesty, and sound judgment.
Cooperativeness, including collaboration, compromise where necessary, and prompt sharing of relevant information.
Flexibility and willingness to perform assigned tasks as situations change.
Ability to work independently without direct supervision.
Stress tolerance and resiliency, including maintaining composure and a friendly demeanor in stressful situations.
Active listening skills.
Ability to work evenings, nights, weekends, and holidays as required.
Ability to perform extensive computer- and phone-based work, including long periods of sitting.
Ability to lift 10 pounds unassisted; heavier weights with assistance.
Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Nice To Haves

Four-year degree in a social or behavioral health services field; licensure is given special consideration.
Experience in crisis intervention.

Responsibilities

Answer incoming communications with patience, respect, and empathy.
Provide crisis intervention, suicide prevention support, and brief supportive counseling to people experiencing emotional crises.
Help people accessing services by call, text, or chat regain a sense of safety and, when possible, return to an appropriate level of functioning.
Refer people to ongoing treatment according to their level of need, or to other First Choice Services helplines as indicated.
Escalate a voluntary or involuntary 911 response when appropriate and necessary.
Professionally document consumer demographic data and interactions in designated databases.
Follow up with visitors to monitor and track successes and concerns.
Respect participant privacy rights under HIPAA and other applicable laws and regulations.
Provide services ethically while maintaining participant dignity.
Participate in designated personal and professional development programs and the established quality assurance program.
Obtain continuing education units required to maintain individual licensure or certifications.
When necessary, ensure participant safety and wellbeing by following applicable duty-to-warn and duty-of-care procedures.
Demonstrate reliable time and attendance practices and adhere to all policies and procedures.
Complete other duties as assigned to contribute to agency and department effectiveness.