Crisis Phone Counselor

Felton Institute•San Mateo, CA

7d•$28•Hybrid

About The Position

Founded in 1966, Peninsula Suicide Prevention (PSP) was one of the first crisis centers in California. Since then SMSP has been dedicated to crisis intervention and suicide prevention for over half a century, offering prevention, intervention, and postvention services to youth and adults of San Mateo County. SMSP is also accredited by the American Association of Suicidology and belongs to the Suicide Prevention Lifeline national network of crisis centers. Peninsula Suicide Prevention (PSP) is the only 988 Suicide and Crisis Lifeline provider and comprehensive Crisis Center in San Mateo County. This telephone-accessed service is staffed 24-hours a day; 365 days a year through a combination of paid staff, interns, and volunteers. PSP is both a critical first point of contact for people in need of referrals to social services and a last resort for people on the brink of suicide to reach out for help. Crisis line staff and volunteers serve over 20.000 contacts annually through their breadth of services. A Crisis Phone Counselor works as a part of a larger team to respond to multiple incoming calls - skillfully and compassionately offering suicide risk assessments, crisis intervention, crisis de-escalation, resource navigation, and emotional support when needed. All phone counselors go through a 5-week training covering topics such as active listening, de-escalation, suicide risk assessment, intro to mental health, LGBTQ+, disability, working with families, working with youth, and more. After successful completion of training, phone counselors will administer suicide risk assessments, provide phone de-escalation, facilitate resource navigation and support callers struggling with a wide array of difficulties. This is a hybrid position with work required both in office and from home during 4 and/or 8hr daily shift assignments as assigned by the Hotline Program Manager.

Requirements

At least 21 years of age
Must live within San Mateo County (preferred) or connected counties
Minimum level of education is an undergraduate degree; may be substituted for comparable work experience.
One year of related work experience in mental health, counseling, and/or crisis de-escalation; one year of crisis line phone counseling experience strongly preferred
Possess strong interpersonal and rapport building skills and can positively interact with others over the phone and in person.
Ability to pass crisis center onboarding training
Ability to maintain regular assigned schedule
Ability to use sound and ethical judgment during high stakes situations.
Have open availability to work within a 24/7 program, including weekends and holidays
Ability to pass a TB test and livescan background clearance.
Community resources: A thorough knowledge of San Mateo County and surrounding areas for making appropriate referrals
Cultural competence and humility: Understanding how to interact respectfully with people from diverse racial, cultural, economic, and identity backgrounds. This includes specific considerations for marginalized groups, such as the LGBTQIA2S+ community, people with disabilities, and veterans
Trauma-informed care: Counselors must understand the effects of traumatic stress and be able to provide care that avoids re-traumatization, including awareness of the effects of secondary trauma on their own well-being
Regulations and confidentiality: Counselors must be aware of their legal and ethical responsibilities, including maintaining caller confidentiality as well as mandatory reporting requirements for issues like abuse
Active and reflective listening: Ability to pay full attention to a help seeker's concerns, demonstrating unbiased acceptance, and validating experiences
Crisis stabilization and de-escalation: The ability to reduce the intensity of an emotionally charged situation using effective communication and behavioral techniques
Empathy and rapport building: The skill to engage with and build a connection with a person in crisis in a compassionate, non-judgmental way
Problem-solving: Ability to quickly analyze complex situations and identify appropriate, least-invasive interventions
Documentation: Clear, concise, and accurate record-keeping is required for every interaction
Collaboration: Ability to work together to coordinate care with supervisors, other professionals, and emergency services
Multitasking: Handling high-volume call traffic and using multiple software programs simultaneously while remaining focused on help seekers needs
Emotional intelligence: The ability to perceive, understand, and manage one's own emotions, as well as the emotions of others. This is critical for staying calm and professional during intense situations
Resilience: The capacity to adapt to challenging life experiences and manage the emotional demands inherent in supporting people in crisis with support of supervision and debriefing sessions to help counselors manage secondary trauma
Critical thinking: The ability to interpret, evaluate, and analyze information from the caller to make sound judgments and inform your intervention
Adaptability and flexibility: An openness to changing situations and a willingness to work with a diverse range of help seekers and crises
Adherence to protocols: The ability to consistently follow established Felton and Lifeline policies, procedures, and best practices for service delivery

Responsibilities

Respond to callers on 24/7 crisis line offering suicide risk assessments, crisis intervention, crisis de-escalation, resource navigation and emotional support to all callers; some evenings, holidays, and weekends required with advanced notice.
Triage multiple calls at once, as needed.
Assess for safety, crisis, and suicidality and dispatch mobile crisis response when appropriate.
Develop in depth knowledge of San Mateo County cities and community resources, provide referrals and resources to callers.
Maintain strong communication on and off shift with shift partners, shift supervisor, and program leadership
Establish effective recording keeping practices on electronic database; enter all call records according to procedure by the end of assigned shift
Adhere to mandating reporting policy as outlined by state and local laws.
Provide training and evaluation to incoming phone counselor trainees.
Attend regularly scheduled supervision
Participate in all program related meetings- monthly team meeting, bi-annual crisis center training, agency-wide events, as well as continuing education opportunities.
Maintain knowledge and best practices of crisis intervention- suicide prevention, as well as other related topics (trauma informed practices, cultural response, etc.); Complete at least 10 hours of ongoing education each year.
Additional duties as needed and assigned by Hotline Program Manager