Crisis Hotline Counselor - Dual Modality

EVERYMIND INC•Rockville, MD

1d•$23 - $30•Hybrid

About The Position

EveryMind is hiring Crisis Hotline Counselors to provide vital support to people experiencing mental health challenges in Montgomery County, across Maryland, and nationwide. The 24/7 hotline provides compassionate listening, crisis intervention, and emotional support by phone, chat, and text. Counselors work on-site and/or remotely on an assigned fixed shift after completing five weeks of required training. The position is based at the Rockville, Maryland office, with remote work options and a requirement to work on-site at least twice a month. Counselors respond to crisis situations, including suicidal contacts, while protecting confidential information. They document interactions, navigate multiple digital platforms while actively listening and communicating, and collaborate with supervisors, colleagues, and community partners. The role also includes scheduled meetings and supervision, continuing education, administrative tasks, and occasional supervision of interns and volunteers. The position reports to the Hotline Team Supervisor. This is a high-stress role requiring personal resilience and stable mental health. The posting cautions that hotline work may trigger or retraumatize people with a history of trauma or suicidality, particularly when those experiences occurred within the past 12 months. Candidates must pass a criminal background check; certain functions may also require checks related to child sexual abuse and other criminal activity, as well as a credit check.

Requirements

High school diploma or GED and two years of post-high-school education.
One to three years of work experience.
Strong interpersonal, written, and verbal communication skills.
Coordination and organizational skills.
Ability to work independently, multitask, and handle crisis situations in a fast-paced environment, including suicidal contacts and confidential information.
Ability to identify appropriate resources and make referrals.
Strong computer skills, including proficiency with Microsoft Office Suite, Zoom, Teams, and other technology platforms.
Ability to collaborate with varied constituents, including clients and family members or caretakers, interns, volunteers, staff, leadership, board members, and community partners.
Ability to express ideas clearly, confidently, and sensitively.
Ability to maintain client confidentiality in accordance with organizational and federal guidelines.
Ability to navigate multiple digital platforms while actively listening and conversing with callers, documenting conversations, and communicating with supervisors verbally and in writing.
Personal resilience and stable mental health appropriate to the high-stress nature of the role.
Availability to work the assigned schedule and pass a criminal background check. Certain job functions may require additional criminal activity and credit checks.
Ability to meet the described physical and emotional demands, including frequently lifting and/or moving up to 35 pounds.

Nice To Haves

College coursework in Psychology, Social Work, or a related field.
Prior call-center experience, especially experience focused on providing emotional support.

Responsibilities

Provide hotline coverage during designated periods by phone, text, and chat, working on-site and/or remotely across a 24/7 schedule.
Support visitors experiencing crisis, including suicidal contacts, while handling confidential information.
Navigate multiple digital platforms simultaneously in a fast-paced environment.
Complete required documentation before logging off at the end of each shift.
Report service delivery, service quality, and visitor-related issues to the Shift/On-call Supervisor.
Remain present and responsive in the virtual workspace during scheduled work time.
Maintain a remote worksite that meets confidentiality, privacy, and technology requirements.
Work on-site at least twice a month, as required.
Attend mandatory hotline meetings, individual and group supervision, and other scheduled meetings.
Complete required training and continuing education units.
Attend community meetings and partnership activities as needed.
Assist with hotline administrative tasks and projects as assigned.
Occasionally supervise interns and volunteers.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance options.
Employer-paid life and long-term disability insurance.
401(k) matching program.
47+ days of leave, including vacation, sick, wellness, holidays, and birthday leave.
Pay increases for licensure advancements.
Flexible schedules and remote work options.
Employee Assistance Program.
Referral bonus program.
Employee discount program.
Professional development and growth opportunities.
Paid five-week training.