911 Colocation Crisis Counselor (64645)

Volunteers Of America Western Washington•Everett, WA

8d•$30 - $34•Onsite

About The Position

This full-time, hourly position helps to divert behavioral health related calls from 911 by de-escalating callers, assessing for safety, providing crisis intervention, referrals to community resources, and brief supportive counseling services to callers transferred from 911 who are in emotional distress and/or seeking information about mental health services. The Colocation Crisis Counselors are co-located at the 911 center and complete all interactions with callers by telephone and/or SMS. The Colocation Crisis Counselors are responsible for utilizing Lifeline Best Practices for clients at risk for suicide including completing a thorough safety assessment, providing validation and emotional support, safety planning, mandated reporting procedures, and referring back to 911 for emergency interventions as needed. This position is responsible for referring callers to the larger 988 team for follow-up or to regional crisis lines as appropriate. This position is on-site in Tacoma, WA at South Sound 911.

Requirements

A bachelor’s degree in psychology, social work, or related field required.
At least two (2) years of experience in a healthcare contact center and/or in mental health counseling.
Applicants should be comfortable working independently and as part of a team in a collegial group environment
Ability to obtain necessary security clearance for accessing the CAD system and working on-site at the 911 center
Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
Ability to adapt and be flexible to changes in protocol and program needs
Fluency in the English language, both oral and written
Courteous, empathic, and professional manner
Knowledge of Motivational interviewing techniques
Active listening skills to establish collaborative relationship with clients
Efficiency with information-gathering and problem-solving to facilitate positive call resolutions
Skills for collaborating with and facilitating
Superior communication skills to convey information to clients clearly, accurately, and completely
Ability to simultaneously talk and type while utilizing multiple screens and/or windows
Demonstrated respect for diversity
Ability to quickly and accurately document chart notes in an electronic medical record
Efficiency with balancing pace and flow of conversation and call time

Nice To Haves

Suicide prevention, crisis intervention, and/or mental health information and referral services experience preferred

Responsibilities

Assist 911 call takers and 911 supervisors in identifying appropriate calls for 988 transfer
Work collaboratively with 911 call takers, dispatch, and 911 supervisors to establish safety via police or EMS response when needed while de-escalating and providing emotional support to the caller
Utilize the Computer Aided Dispatch (CAD) system and internal messaging feature to coordinate with 911 call takers and monitor developments in calls
Provide crisis intervention, suicide prevention and brief supportive counseling to callers transferred from 911 who are in emotional distress and/or considering suicide
Conduct safety assessments of callers according to agency/department policies, funding and accreditation requirements, and Lifeline Best Practices
Manage interactions with clients to ensure appropriate level of support is provided in an efficient manner
Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, Tarasoff Duty to Warn)
Consult with 911 supervisors and VOAWW Leads/Managers on any issues or questions about compliance, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, imminent risk, etc.
Accurately, ethically, and efficiently document all client interactions in the CAD system
Consistently meet or exceed established key performance indicator goals, incorporate new expectations into work duties as requested
Utilize current technologies to interact with clients and members of the community
Utilize Microsoft Teams to engage with remote VOAWW Behavioral Health staff
Attend staff meetings and trainings designed to increase clinical skills and encourage professional development
Act as mentors and coaches to new staff