Call Center Counselor

CarePoint Response • Philadelphia, PA

3d • $22 - $26 • Remote

About The Position

CarePoint Response (CPR), a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system, provides community-based services for individuals and families experiencing mental health and substance use challenges. The Call Center Counselor supports individuals receiving care by coordinating transitions across the system of care and serving as a key point of engagement for callers.

The counselor assesses needs across mental health, medical, social, and other service domains; initiates referrals to internal and external providers; and monitors progress toward individualized goals. The role partners with individuals, their identified care teams, and community stakeholders to facilitate timely access to services, including residential admissions when appropriate. Work is grounded in person-centered, evidence-based practices and multidisciplinary collaboration.

This is a remote, part-time hourly role. Available shifts are every Saturday and Sunday from 3 p.m. to 11 p.m. The salary range is $22 to $25.50 per hour. The position reports to the Call Center Manager and is benefits eligible.

Requirements

• High school diploma, GED, or equivalent.
• Valid and unrestricted driver’s license.
• Proficiency with Microsoft Office Suite products.
• Seek guidance proactively to support safety and quality care.
• Demonstrate distress-tolerance skills to maintain calm and safety.
• Model positive regard with all members of the community of care.
• Establish and maintain interpersonal boundaries.
• Maintain personal and situational awareness through self-reflection.
• Practice ethical, evidence-based, and person-first decision-making.
• Able to meet physical demands that include prolonged sitting at a desk or computer workstation; prolonged standing, bending, and reaching; and lifting up to 50 pounds at times.

Nice To Haves

• College degree in Human Services or a related field.
• One year of work engagement or experience with individuals living with dynamic and complex behavioral health needs.
• One year of community health experience or lived experience.
• Proficiency and familiarity with EHR/EMR systems.
• Mental Health First Aid Certification.

Responsibilities

• Participate in supervision and team meetings to support service delivery and engagement of individuals under care.
• Use person-focused, evidence-based best practices in accordance with program policies and procedures, recognizing callers’ needs, strengths, preferences, and goals.
• Assess individuals’ mental health, medical, social, and other service needs using needs assessments and other appropriate tools.
• Initiate and submit referrals to medical and behavioral health care, community programs, and service providers.
• Maintain working knowledge of care partners, service providers, and stakeholders across the system of care.
• Collaborate with care team members to facilitate residential admissions through the bed registry and engage external stakeholders or providers during transitions when appropriate and directed.
• Adhere to program, department, and company policies, expectations, and behavioral competencies.
• Complete other assigned and authorized duties consistent with the role.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED