988 NBU Follow-up Crisis Counselor

988 NBU Follow-Up Crisis Counselor

Benefits:

• Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) – medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Paid travel time between clients; Mileage reimbursement; and free trainings

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center that provides suicide prevention/intervention, crisis intervention, and professional consultation services, including triaging requests for behavioral health evaluations. We provide brief crisis counseling and assist the community and clients in determining what services are most appropriate for the current behavioral health crisis. We operate regional and 988 crisis lines throughout the state of Washington. Recognizing and nurturing Diversity, Equity and Inclusion is an integral part of our mission at Volunteers of America, Western Washington.   In addition, valuing and fostering a diverse and inclusive culture are embedded in our values. Our mission is to empower, serve and strengthen communities in need, guided by core values of respect, allyship, integrity, stewardship, and empathy.

General Function:

The primary responsibility of this full-time, hourly position is to make outgoing calls on referrals from the National Backup Program and answer online chats and texts originating from 988/The National Suicide Prevention Lifeline. The National Backup Follow-up Crisis Counselor is responsible for providing non-judgmental, empathic, emotional crisis support by utilizing a crisis intervention model as well as suicide intervention techniques as appropriate during an online exchange with a Visitor who is in a self-defined crisis. National Backup Follow-up Crisis Counselors are responsible for actively participating in welcoming and coaching new counselors and other duties as assigned by the Program Coordinator. The National Backup Follow-up Crisis Counselor will provide support and consultation to new counselors as needed and is responsible for performing imminent risk and mandated reporting procedures according to policy.

Principal Activities:

• Make outgoing calls on referrals from the National Backup Program
• Reach out to callers for ongoing support and check-ins
• Answer incoming chats and texts and provide crisis intervention, suicide prevention and brief supportive counseling to clients who are in emotional distress and/or considering suicide
• Provide excellent customer service in each client interaction
• Conduct safety assessments of clients according to agency/department policies, funding and accreditation requirements, and Lifeline Best Practices
• Manage interactions with clients to ensure appropriate level of support is provided in an efficient manner
• Initiate police intervention procedures if it is determined that a Visitor is at immediate risk of harm to self or others
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements and mandated reporting (i.e. CPS, APS referrals, Tarasoff Duty to Warn)
• Work with the online crisis counselor team and Shift Leads in a collaborative decision-making process in complex cases
• Consult with Shift Leads and Master’s level Crisis Shift Managers on any issues or questions about compliance, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, imminent risk, etc.
• Utilize Microsoft Teams to engage with remote staff and National Backup Shift Leads
• Attend staff meetings and trainings designed to increase clinical skills and encourage professional development
• Act as mentors and coaches to new staff
• Other duties as assigned

Effect on End Results:

• To provide valuable information & referral telephone service to the community, and a valuable information & referral directory and database to agencies and companies in the community
• To maintain high standards and quality in the program, so as to be recognized as a valuable resource by the community and to generate income for the perpetuation of the program
• To provide accurate, useful information to clients, funding sources, human service professionals, and community decision-makers
• Decrease the level of a Visitor’s crisis by engaging the Visitor and utilizing crisis intervention and de-escalation skills
• Reduce the risk for suicide by utilizing intervention techniques
• Respond to chats efficiently so Visitors are able to engage with an Online Crisis Counselor in the shortest amount of time possible

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Qualifications

Qualifications:

• Certified Peer Counselor Certificate and 1+ years of experience in a related field preferred, or Bachelor’s degree in a behavioral health or social science and 2+ years of experience in a related field
• Fitness to obtain a credential through the Washington State Department of Health
• Ability to pass a background check and Center for Medicare/Medicaid Services eligibility screening
• Excellent written and oral communication skills
• Ability to deal effectively with the public both over the phone and in person
• Experience in multi-tasking, specifically with computer programs while engaging in a call and/or telehealth assessment
• Ability to gather and organize information
• Working knowledge of computers and Microsoft office products, including Word, Excel, and Outlook is required
• Self-starter and ability to work with little or no supervision
• Demonstrated respect for diversity

Physical Requirements:

Candidates for this position must be able to stand or sit, answer telephones, and use computers for sustained periods of time.  Driving may occasionally be involved, and anyone involved in an accident during work time will be subject to drug and alcohol testing.