988 Crisis Counselor I (68367)

Volunteers Of America Western Washington•Everett, WA

6d•$27 - $28•Hybrid

About The Position

This full-time, hourly position provides crisis intervention, suicide prevention, information and referral, and brief supportive counseling services to clients contacting 988 Suicide and Crisis Lifeline by phone who are in emotional distress and/or seeking information about mental health services. The 988 Suicide and Crisis Lifeline Crisis Counselor I staff work in a remote or in-person call center setting and complete all interactions with clients by telephone. The 988 Suicide and Crisis Lifeline Crisis Counselor I staff 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, and initiating emergency interventions and reporting procedures as needed. This position is responsible for referring callers to regional crisis lines as 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
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
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
Applicants should be comfortable working independently and as part of a team in a collegial group environment

Responsibilities

Provide crisis intervention, suicide prevention and brief supportive counseling to clients who are in emotional distress and/or considering suicide
Conduct safety assessments of clients 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 988 Crisis Shift Leads and Master’s level Crisis Shift 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
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 staff and 988 Suicide and Crisis Lifeline Crisis Shift Leads
Attend staff meetings and trainings designed to increase clinical skills and encourage professional development
Act as mentors and coaches to new staff
Provide back-up coverage to other Regional Crisis Line and 988 programs as needed