Crisis Hotline Phone Counselor (Full-Time)

The Affiliated Sante Group•Timonium, MD

6d•$24 - $27•Onsite

About The Position

Santé Group Companies is a leader in community-based behavioral and mental health services, known for innovation and growth in delivering diverse and individualized services. They are dedicated to providing empathetic and life-saving care to help individuals heal, recover, and thrive, while integrating into the community. The organization values collaboration, innovation, creativity, and inclusiveness, ensuring all members feel secure, welcome, and respected. Santé is seeking Full-Time Phone Counselors to join their crisis intervention team in Timonium, MD. The primary role is to provide services for the local hotline and the GBRICS call center, serving Baltimore County. Services include supportive counseling, information and referrals, crisis intervention, suicide prevention, and intake screening for various BCCRS service components. The role also involves dispatching services, providing goal-directed counseling, crisis planning, and follow-up for clients. This is an in-person role and not remote.

Requirements

Bachelor’s Degree in Counseling, Social Work, or a related field of study
1 year professional crisis work experience may be substituted for the education requirement

Nice To Haves

Crisis hotline experience

Responsibilities

Ability to work in a highly stressful environment that deals with frequent suicidal callers.
Assess each caller’s presenting problem, support systems, coping skills, and level of emergency to determine appropriate intervention.
Document all information in appropriate client case.
Effectively deescalate a client in crisis over the phone.
Develop a rapport with clients and maintain objectivity and demeanor on the phone.
Effectively triage a call to the appropriate level of care.
Conduct a lethality assessment of clients and dispatch appropriate resources (police, EMT, MCT, MRT) when necessary.
Complete an environmental risk and safety assessment and relay all information to MCT/MRT/patrol when necessary.
Access bed registry and other resources to connect callers to services.
Comply with the GBRICS Crisis Standards in providing services to the community.
Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies' best practices when providing services.
If self-identified as a peer, participate in regular peer support sessions.
Comply with the organization’s Secondary Trauma Prevention policy.
Develop appropriate and realistic crisis plans for clients when necessary.
Develop appropriate follow-up tasks depending on the nature and severity of symptoms.
Knowledge and familiarity with community resources, both behavioral health and non-behavioral health.
Active participation in the ongoing development of the program database.
Effectively communicate client needs while making internal agency referrals.
Complete documentation in an accurate, thorough, and timely manner.
Ensure all tasks related to each case are completed during each shift worked.
Recognize the need for consultation with available supervisor and/or team lead.
Participate in all required trainings.
Work with families and involved persons to deescalate current crisis.
Abide by all federal, state, and local confidentiality and reporting regulations.
Comply with all of programs contractual and operational guidelines as outlined by your manager.
Check work e-mail according to agency protocol.
Responsible for coverage on assigned Sante holiday shifts (Shifts may be of varied length to meet coverage needs. For example, 8-to-12-hour shifts may be assigned on these dates).
Other duties as assigned.

Benefits

Robust Retirement Plan – 403(b) with company match
Health Coverage – Comprehensive medical, dental, and vision insurance.
Generous paid time off and sick leave.
Birthday off every year.
Ongoing development programs and career advancement opportunities.
Welcoming, inclusive environment.
Employee Assistance Program – Confidential support for life's challenges.
Wellness Perks – Annual wellness initiatives and access to the Calm App.
Recognition & Rewards – Through Awardco platform and referral program.
Exclusive Discounts – Through FunEx and more.
Life and AD&D insurance provided at no cost.
Short and long-term disability coverage.
Optional legal assistance and transferable life insurance.
Pet insurance for your furry family.
Ancillary plans like critical illness, accident, and hospital indemnity.
Financial Flexibility – Flexible spending accounts (FSA) to help with healthcare and dependent care expenses.