Lead Crisis Counselor

WELLSPACE HEALTH • Sacramento, CA

9d • $30 - $39 • Onsite

About The Position

The Lead Crisis Counselor is responsible for overseeing, training, and ensuring adherence to policies and standards for all Crisis Counselors and Volunteers. This position involves answering crisis hotline calls (such as Suicide Prevention Crisis Lines, Maternal Support Lines, etc.), providing immediate crisis intervention, emotional support, and necessary resources for callers. The Lead Crisis Counselor also ensures the accurate documentation of crisis calls, chats, and texts, while reviewing all data for accuracy. This position is crucial for maintaining confidentiality and providing expert guidance to the crisis team.

Requirements

• High School Diploma/GED required, Bachelor’s Degree in psychology field preferred OR an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
• Previous experience in crisis intervention, counseling or psychology background is preferred.
• Skilled in use of technology including multiple line telephones, computer (PC), laptop, software including Microsoft Word, Power Point, Excel, Outlook, email.
• Ability to work independently, as well as working as an integral part of a team of professionals.
• Ability to consistently adhere to crisis center program policies and procedures and meet monthly minimum key performance indicators (KPI’s).
• Must be flexible and adaptable to varying situations.
• Ability to adhere to Crisis Center code of ethics.
• Willingness to work flexible hours, including overnight shifts, holidays, weekends, evenings and change as needed according to coverage needs.
• Successful completion of all crisis center training and a passing score on the crisis counselor exam within the first 21 days of employment.
• A passing score and/or final evaluation is required before being released to work alone.
• Demonstrated commitment to the provision of services for the underserved and sensitivity working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.
• Excellent customer service experience including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
• Exceptional communication and interpersonal skills

Nice To Haves

• Fluency in additional languages preferred.

Responsibilities

• Provide daily support to crisis counselors and assist with the department’s quality assurance program for interactions.
• Assist with the guidance of all Crisis Counselors and volunteers.
• Train, monitor progress, and support Crisis Counselors and volunteers according to required curriculum, standards, and policies.
• Assist with hiring interviews, screening, and onboarding of new Counselors and volunteers.
• Perform suicide risk assessment according to procedure, triage callers for in-person or emergency.
• response, and provide behavioral health treatment/support referrals to help seekers in a consistent and non­ judgmental manner.
• Assist management on ongoing training needs and provide weekly training updates to staff.
• Perform suicide risk assessment according to procedure, triage callers for in-person or emergency.
• response, and provide behavioral health treatment/support referrals to help seekers in a consistent and non­ judgmental manner.
• Complete required County documentation for the deployment of mobile crisis units according to county policy.
• Maintain knowledge of requirements for each county.
• Ensure follow-up procedure is complete with law enforcement agencies for Imminent Risk for all help seekers during shift to confirm outcomes or re-engage help seekers as indicated.
• Provide emotional support and adhere to the least invasive methods when responding to crisis lines, Crisis Chats/Texts, and warm line calls.
• Comply with 988/Vibrant’s continuing education requirements.
• Assist with filling open crisis line shifts to support consistent coverage and ensure uninterrupted crisis line operations.
• Offer and provide follow up calls to callers at risk of suicide, suicide loss survivors, and others.
• Provide detailed and thorough documentation for all crisis line calls and crisis chats/texts.
• Consistently adhere to call management guidelines.
• Provide reporting on crisis center data and outcomes throughout the year.
• Assist with maintaining and updating community resource database.
• Maintain confidentiality of both callers, crisis chat users, crisis center location, Crisis Line staff, and Crisis Line policy and procedure.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Other duties as assigned.

Benefits

• Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.
• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED