988 Crisis Counselor I

Volunteers Of America Western Washington•Everett, WA

1d•$25 - $28•Remote

About The Position

This full-time, hourly position provides crisis intervention, suicide prevention, information, referrals, and brief supportive counseling to individuals contacting the 988 Suicide and Crisis Lifeline by phone. Crisis Counselors work remotely, interacting with clients exclusively by telephone. Responsibilities include using Lifeline Best Practices to support clients at risk for suicide by conducting thorough safety assessments, offering validation and emotional support, developing safety plans, and initiating emergency interventions or mandated reporting when necessary. This position also involves referring callers to regional crisis lines when appropriate.

Requirements

A bachelor’s degree in psychology, social work, or related field required.
At least one (1) year of experience in a healthcare contact center and/or in mental health counseling.
Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment.
Passing a typing test with a score of 35 WPM or higher.
Fluency in English (oral and written).
Courteous, empathetic, and professional demeanor.
Proficiency in motivational interviewing techniques and active listening.
Strong problem-solving and information-gathering abilities.
Superior communication skills for clear, accurate, and complete client interactions.
Ability to multitask, including talking and typing simultaneously.
Efficiency in documenting chart notes in electronic medical records.
Private and secure home office space with an enclosed with a door if there are cohabitants of any age.
High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps.
A direct wired connection to the internet using a secured ethernet cable is mandatory.
No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery.

Nice To Haves

Experience in suicide prevention, crisis intervention, and/or mental health information and referral services preferred.

Responsibilities

Provide crisis intervention, suicide prevention, and brief supportive counseling to clients experiencing emotional distress or contemplating suicide.
Conduct safety assessments following agency policies, funding and accreditation requirements, and Lifeline Best Practices.
Manage client interactions to ensure appropriate, efficient, and effective support.
Adhere to legal requirements, including HIPAA confidentiality and mandated reporting (e.g., Emergency Services Interventions, CPS/APS referrals, Tarasoff Duty to Warn).
Consult with peers and supervisors on duty on compliance issues, including mandatory reporting, HIPAA, and imminent risk situations.
Document all client interactions accurately, ethically, and efficiently.
Consistently meet or exceed established key performance goals and adapt to new expectations as needed.
Utilize current technologies to communicate with clients and community members.
Use Microsoft Teams to collaborate with peers and supervisors on duty.
Participate in staff meetings and training sessions to enhance clinical skills and support professional development.
Provide back-up support to other Regional Crisis Line and 988 programs as required.