Part Time Crisis Line Phone Counselor

Crisis Support Services of Alameda County•Oakland, CA

14d•$25•Hybrid

About The Position

Crisis Support Services of Alameda County (www.crisissupport.org), a non-profit community mental health agency, is seeking Crisis Line Phone Counselors to fill overnight, evening, and weekend shifts. The position is supporting CSS 988 capacity building. The Phone Counselor position answers calls on our 24 hour crisis lines, 988, National Suicide Prevention Line, and After-Hours lines to provide crisis intervention, information, and referral services to meet the needs of the community, adhere to the highest possible ethical standards, and comply with program policy and procedures. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts. This position is best suited for people who enjoy thinking on their feet, collaborating with local behavioral health agencies, and working with people from diverse backgrounds. Join our team of dedicated staff and volunteers to help people in crisis connect to live saving resources in our community. Supervision/Direction Received: Phone Counselors report to one of the Crisis Line Coordinators and will utilize consultation as needed. They attend/lead team huddles at the start of every shift. This position receives 30 minutes of supervision a week during the introductory period of employment, after which they will receive a minimum of 60 minutes of individual supervision per month. This position will utilize consultation as needed. In addition, the Phone Counselor will attend 1.5 hours of weekly group supervision. Phone Counselors are strongly encouraged to attend all Staff Meetings on 2nd and 4th Wednesdays 9:30am-10:45am when their schedule allows. Level of Decision Making: Answer calls as they are presentedUtilize a wide range of crisis line interventions to meet the needs of crisis line and after-hours callersRecommend updates to call profilesRecommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include: CPS, APS, OmbudsmanRecommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a caller’s family memberRecommend program policies, practices, and purchases that increase the effectiveness of the Crisis Line program.

Requirements

Flexibility and availability for evenings, overnights and weekends
Ability to utilize supervision
Excellent interpersonal and communication skills
Values working cooperatively with others
Ability to manage deadlines / handle confidential information in professional manner
Sensitive to the cultural and ethnic diversity of Alameda County
Must complete Background Check (DoJ) and LiveScan
Must live within a 100 mile radius of Oakland, CA 94609
Must be able to commute onsite to fulfill the role's onsite requirements
Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.
Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Responsibilities

Responsible for responding to callers on the 24/7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988
Responsible for responding to callers on the After-Hours lines including contacting the on-call crisis worker for requests from hospitals, law enforcement agents, or jail facilities
Responsible for responding to third party callers on the crisis lines, lifeline, and After-Hours lines
Responsible for providing client centered coaching and advocacy to callers on how to navigate systems of care for themselves and their loved ones to minimize traumatic experiences and increase successful connection with community resources
Responsible for actively engaging with teammates during shifts.
Responsible for documenting call notes for each and every call.
Responsible for utilizing consultation as needed
Responsible for making outreach calls and referrals to APS, CPS, and emergency services in times of mandated reporting and imminent risk, after consultation with a supervisor
Responsible for referring callers presenting with medium-high risk for suicide to the follow-up program
Responsible for connecting callers in crisis with the appropriate community resources
Responsible for providing training and evaluation to volunteer crisis counselors
Responsible for establishing a rapport, building connections with callers and taking responsibility for caller feedback
Responsible for recognizing that caller-centered solutions and connectedness are key to providing crisis line intervention.
Responsible for displaying confidence and composure in crisis situations.
Responsible for communicating effectively and compassionately with volunteers, staff, and callers
Responsible for Working collaboratively with teammates including sharing feedback and support in the spirit of community building
Responsible for Working independently using creativity and resourcefulness
Responsible for a willingness to continuously improve skills through supervision, research, and individual development
Responsible for recognizing the value that diversity and culture bring to an organization
Other duties as needed