Crisis Phone Counselor

Felton Institute•San Mateo, CA

4d•Hybrid

About The Position

Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 60+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional age youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve. Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career. Peninsula Suicide Prevention (PSP) is one of the first crisis centers in California. PSP has been dedicated to crisis intervention and suicide prevention for over half a century, offering services to youth and adults of San Mateo County. PSP is proud to be a 988 Suicide and Crisis Lifeline contracted center and is accredited by the American Association of Suicidology. PSP operates a 24/7 crisis intervention and suicide prevention hotline, handling calls, texts, and chats from both the local line and the 988 Lifeline. Crisis counselors provide immediate support, conduct suicide risk assessments, develop safety plans, and offer compassionate connections. Additionally, PSP facilitates mental health and suicide prevention presentations, as well as post-crisis interventions, for local school districts, non-profit organizations, government agencies, and community-based organizations. These services aim to raise mental health awareness and foster resilience and support throughout the county.

Requirements

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.
At least 21 years of age.
Must live within San Mateo County (preferred) or connected counties.
Ability to pass a TB test and livescan background clearance.

Nice To Haves

One year of crisis line phone counseling experience strongly preferred.

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.