Lead Phone Counselor

The Affiliated Sante Group•Timonium, MD

7d•$27 - $29•Onsite

About The Position

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community. The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values. Santé is seeking a Lead Phone Counselor (in office) to join our frontline crisis intervention team in Timonium, MD. The primary goal of the Lead Phone Counselor position is to provide oversight of call center operations during scheduled shift. The shift lead is responsible for ensuring that call center operations are flowing, and policies are followed. The shift LEAD will provide regular updates to the call center manager/director. This is in addition to the phone counselor role listed below. The primary goal of the Call Center Counselor is to provide appropriate services for both the local hotline as well as the GBRICS call center which includes the 4-county region of callers across Baltimore city, Baltimore County, Howard County, and Carroll County. These services may include supportive counseling, information and referrals, crisis intervention counseling, suicide prevention and intake screening of callers to the Mobile Teams, In Home Intervention Teams, Urgent Care Center and other BCCRS service components. This also includes dispatching appropriate services when needed as well as providing goal directed counseling, crisis planning, and follow up for clients served.

Requirements

Bachelor’s Degree in Counseling, Social Work, or a related field of study required.
15 years of demonstrated crisis hotline work may be substituted for the education requirement.
Call center and behavioral health experience required.
To perform this job successfully, an individual shall have knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
Must be able to be trained on Electronic Consumer Record Software.

Responsibilities

Have the ability to work in a highly stressful environment that deals with frequent suicidal callers
Assesses each caller’s presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
Document all information in appropriate client case.
Can effectively deescalate a client in crisis, over the phone. Develop a rapport with client and maintain objectivity and demeanor on the phone.
Effectively triage a call to the appropriate level of care
Conduct a lethality assessment of client and dispatch appropriate resources (police, EMT, MCT, MRT) when necessary
Completes an environmental risk and safety assessment and relays all information to MCT/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.
Adhere to annual training requirements.
Develop appropriate and realistic crisis plan for clients when necessary
Develop appropriate follow up tasks depending on nature and security of symptoms
Knowledge and familiarity with community resources, both mental health and non-mental health
Active participation in the ongoing development of the program database
Able to effectively communicate client needs while making internal agency referrals
Able to complete documentation in an accurate, thorough and timely manner
Ensure all tasks related to each case are completed during each shift worked
Recognizes 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
Other duties as assigned
Ensure that call center operations during scheduled shift are flowing
Consult with staff who need additional support.
Review documentation, call logs, and client boards for errors.
Oversee staff shift changes and ensure effective communication among staff members between shifts
Assist with any immediate issues that arise in the call center and provide updates to the call center manager/director
Participate in regularly scheduled supervision and debriefing sessions as appropriate.
Assist in the on-site training for new staff

Benefits

Hourly Range: $26.50 to $28.50 per hour (depending on experience).
Schedule: Alternating weeks: 1st week 8:00 - 4:00pm, 2nd week 4:00pm - 12:00am
Financial assistance for licensure fees (if applicable) and no-cost supervision for clinical licensure.
Robust Retirement Plan – 403(b) with company match to support your future.
Health Coverage That Cares – Comprehensive medical, dental, and vision insurance.
Time to Recharge – Generous paid time off and parental leave.
Celebrate You – Enjoy your birthday off every year!
Training & Growth – Ongoing development programs and career advancement opportunities.
Culture of Purpose – A welcoming, inclusive environment where you belong.
Tuition Reimbursement – Invest in your education, and we’ll support you.
Employee Assistance Program – Confidential support for life's challenges.
Wellness Perks – Annual wellness initiatives and access to the Calm App.
Recognition & Rewards – Through our Awardco platform and referral program.
Exclusive Discounts – Enjoy deals 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.