Call & Chat Counselor

HEADQUARTERS KANSAS INC•Lawrence, KS

6d•Hybrid

About The Position

The Call and Chat Counselor position is a part-time, non-exempt, 20-hour week average position. This position is expected to work some weekends and holidays. This position will report directly to the Crisis Call and/or Chat Center Coordinators. Call and Chat Counselors are employees of HeadQuarters Kansas and housed under the program, HeadQuarters Kansas Counseling Center (HQCC). HQCC is accredited by the International Council of Helplines. Call and Chat Counselors are required to complete a paid in-house crisis counselor training and a minimum of 60 paid hours of on-the-job practice. Call and Chat Counselors play an integral role in providing crisis and emotional support through call, chat, and service. This training prepares individuals to answer the Suicide and Crisis Lifeline (988) for all Kansas communities and the local Douglas County crisis line.

Requirements

High school diploma or equivalent
18 years of age or older
Proficiency in English written and oral language skills
Excellent communication skills written, and verbal
Understand and communicate persuasively the mission, vision, and values of HeadQuarters Kansas
Able to represent HeadQuarters Kansas and themselves with integrity and professionalism at all times
Reliable transportation
Must be able to pass State and Federal criminal background checks

Nice To Haves

Completion of Applied Suicide Intervention Skills Training (ASIST)
Previous experience in conflict resolution

Responsibilities

Answers the National Suicide Prevention Lifeline and local crisis lines using the philosophy of care and counseling skills included in HQCC’s Crisis Counselor Training
Provides crisis intervention to consumers using reflective listening skills, de-escalation, assessment of risk (e.g.suicide, homicide, substance use, sexual violence, domestic violence, and abuse & neglect), safety planning, follow-up, care linkage, and referral to resources
Assess consumers on the call or chat lines for imminent risk in accordance with the 988 Suicide & Crisis Lifeline Policy for Helping Callers at Imminent Risk of Suicide
Completes documentation in a timely and quality manner, while monitoring the quality and completeness of documentation of peers and volunteer counselors (flags call logs for review by a supervisor)
Handles incoming contacts effectively to ensure timely speed of answer and target answer rate
Provide support and guidance to volunteers
Participates in organizational events intended to promote connectedness within the organization and the broader community