Crisis Helpline Clinician

Thurston Mason BH-ASO/OHRS•Lacey, WA

22h•Hybrid

About The Position

Olympic Health and Recovery Services is seeking a clinician to join our new Crisis Helpline team! The Crisis Helpline Clinician provides clinical support to the Crisis Services Program of Olympic Health and Recovery Services (OHRS), a licensed behavioral health agency. The primary responsibilities of the Crisis Helpline Clinician are to respond to callers in both the Regional Crisis Line (RCL) and the Washington State 988 Suicide & Crisis Lifeline, delivering 24/7/365 crisis intervention services via phone, text, and chat. This position will be conducting suicide and safety risk assessments, developing stabilization plans, dispatching mobile crisis teams, and coordinating referrals to Designated Crisis Responders (DCRs), emergency services, and community resources. The Crisis Helpline Clinician responds to individuals across multiple Washington regions and helps ensure callers receive timely, compassionate, and culturally responsive crisis care. This position has the ability for hybrid work from home options with satisfactory completion of training and continued demonstration of proficiency.

Requirements

Bachelor's Degree in psychology, social work, or a related area. Combination of experience and education in behavioral health coursework may be substituted on a year for year basis.
Two (2) years of behavioral health experience within a social service or a closely related environment preferred
Current Washington State Driver's License, proof of insurance, and satisfactory drivers record required when driving fleet vehicles or responding to outreaches in the community.
Qualifies as an Agency Affiliated Counselor
Satisfactory criminal background clearances and excluded party sanctions
Co-Responders may be subject to additional national background check clearances and must be approved for access to Criminal Justice Information System (CJIS).
Ability to work in high stress, high demand environment while communicating clearly and effectively
Ability to use Electronic Health Record System for clinical documentation
Ability to use web based phone system for crisis line response
Ability to provide clear documentation of assessments and dispositions
Ability to utilize principles of crisis intervention and de-escalation while maintaining strong customer service skills, and empathy.
Ability to remain calm and professional during escalated situations.
Ability to work collaboratively as part of a team and respectfully manage differences, opposing perspectives, opinions, and interests
Ability to remain flexible and adaptable to change
Strong critical thinking skills, ability to conceptualize and implement creative solutions
Promote and champion the values of partnership, teamwork, compassion and integrity in all dealings within and outside of OHRS
Knowledge of presentation of behavioral health related behaviors
Ability to utilize principles of motivational interviewing and additional evidence based practices
Ability to work as a team and with assigned partners
Actively develop familiarity with systems and community resources.
Knowledge of conflict resolution principles, de-escalation, and problem-solving techniques.
Co-Responders/CBCT: Ability to utilize radio and communicate with dispatch, first responders and law enforcement officers.
Ability to utilize CAD system.

Nice To Haves

Mobile outreach is conducted in the community including residential facilities, individual’s homes, and in an office environment.
May respond to community referrals at hospitals, jails, and inpatient facilities.
Regular use of computer, telephone and radios required.
Computer usage may be in the officer or in the community locations.
This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.
Outreach is performed in outdoor settings and subject to weather conditions.
Outreach to individuals who may be living in the community, sanctioned and non-sanctioned camps, and in shelters.
Often performed under physically demanding, stressful, and environmentally diverse conditions, and requires the ability to adjust quickly to changing priorities and demands.
Regular, on-site, predictable attendance required.
Service responsibilities require on-call availability at certain times, including availability during normal business hours and after hours/weekends/holidays as needed.
Regular use of fleet vehicles required for mobile outreach.
Transportation of clients may be provided in a fleet vehicle.
Moderate physical exertion is required.
May be required to sit, stand, squat, walk short to moderate distances on uneven terrain, walk up and down stairs, lift or move boxes/equipment weighing up to 25 lbs.
Co-Responders/CBCT: Ability to work with first responders and law enforcement and in law enforcement and fire department settings.

Responsibilities

Promptly answer incoming RCL and 988 calls, texts, or chats to gather relevant information and determine immediate safety needs.
Conduct risk assessments and evaluate urgency to determine appropriate level of intervention.
Provide crisis intervention, emotional support, de escalation, and trauma informed care to individuals experiencing mental health, substance use, emotional distress, or safety concerns.
Manage multiple concurrent crisis contacts in a calm, professional, and empathetic manner.
Develop crisis stabilization and safety plans collaboratively with callers and their natural supports.
Triage callers to community resources, outpatient providers, DCRs, mobile crisis teams, and 911 when clinically indicated.
Dispatch mobile crisis teams when callers present with urgent behavioral health or safety concerns requiring in person assessment or intervention, following Washington’s regional crisis system protocols.
Provide warm handoffs and seamless care coordination with crisis outreach teams and regional crisis service partners throughout Washington.
Direct individuals to specialized 988 services including Veterans Line, Spanish Line, Youth Line, and the Native & Strong Lifeline when appropriate.
Support callers who are unhoused unstably housed, or seeking linkages to medical, behavioral health, or social service resources.
Complete timely and accurate documentation in the electronic health record in accordance with Washington State law, crisis line best practices, and confidentiality regulations (42 CFR, 45 CFR).
Utilize web based 988 and crisis line systems for documentation and reporting.
Follow all agency policies, WAC requirements, and national 988 Lifeline standards for crisis contact response and quality assurance.
Conduct follow up calls as clinically indicated to support stabilization, ensure safety, and assist callers in engaging with recommended care.
Collaborate with families, providers, and crisis teams to reduce barriers to follow up care and support ongoing stabilization activities.
Consult with other agency clinicians and interdisciplinary team members on complex or high risk cases.
Communicate clearly and effectively with coworkers in a dynamic, fast paced crisis environment.
Support RCL, 988, ITA, and crisis team program deliverables, including encounter tracking, quality improvement, and compliance with state and regional requirements.