Behavioral Intake Counselor
About The Position
The Behavioral Intake Counselor (BIC) works for the County of San Diego’s 24/7 Access and Crisis Line (ACL), providing free, confidential access to behavioral health services and crisis intervention. The role supports access to mental health and substance use disorder treatment services. Counselors quickly establish an emotional connection with callers or chatters, identify their needs, conduct behavioral health screenings—including an adapted ASAM screening—follow up appropriately on risk factors, and connect people with suitable levels of care based on screening results and their preferences. The regular schedule is four days per week, Tuesday through Saturday, from 1:00 p.m. to 9:30 p.m. PST. Initial training lasts one month, Monday through Friday, typically from 7:00 a.m. to 4:30 p.m., depending on trainer availability. Candidates must be available for both schedules; the schedules are not flexible. The role may be performed remotely from anywhere within the United States, subject to UnitedHealth Group’s Telecommuter Policy.
Requirements
- Master’s degree or doctorate in a human services field such as Psychology or Sociology, or equivalent.
- If registered with a licensing entity such as the Board of Behavioral Science, have cleared status, with no probation or pending corrective actions.
- At least 2 years of post-graduate experience providing direct clinical services, including psychosocial assessments, individual therapy, substance use disorder drug/alcohol treatment, multidisciplinary case consultation, case management, treatment-plan development with short- and long-term goals, confidential file maintenance, in-service training, and discharge planning.
- At least 1 year of experience responding to people in crisis using de-escalation strategies, motivational interviewing, and empathetic, trauma-informed care.
- At least 1 year of experience working with diverse multi-ethnic and socioeconomic populations and a range of psychological disorders and addictions.
- Ability to access and enter accurate, relevant clinical information into a Medi-Cal beneficiary electronic health record.
- Bilingual in Spanish and English.
- Availability for both the stated training and working schedules.
Nice To Haves
- At least 1 year of prior call center experience.
Responsibilities
- Adhere to applicable laws and ethical requirements, including HIPAA, confidentiality exceptions, abuse reporting, and duty to warn.
- Answer calls and chats within standard service levels.
- Apply sound clinical judgment and consult clinical colleagues when indicated.
- Triage calls and chats based on presenting mental health and/or substance use disorder symptoms.
- Conduct appropriate behavioral health screenings, including suicide, homicide when indicated, and adapted ASAM screenings.
- Provide customized behavioral health referrals.
- Conduct crisis work and ensure safety.
- Document interactions succinctly and clinically in the designated database in accordance with DHCS requirements.
- Access and enter accurate, relevant clinical information into the Medi-Cal beneficiary electronic health record (EHR).
- Meet individual performance goals.
- Troubleshoot technical issues.
- Escalate operational issues and concerns to a supervisor or manager.
- Gain experience training crisis line staff to support adherence to established protocols, quality benchmarks, and compliance requirements while strengthening personal crisis-line competency.
- Perform other duties as assigned.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs, subject to eligibility requirements.
- Equity stock purchase, subject to eligibility requirements.
- 401(k) contribution, subject to eligibility requirements.
- Career development opportunities.
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What This Job Offers
Job Type
Full-time
