Key Facts

Remote From:

Part time

English

Hard Skills

Care Coordination Call Center Experience Mental Health Assessments Counseling Techniques Care Planning Community Development Electronic Referrals Evidence-Based Practice Person-Centered Therapy Policy Enforcement +7 more

Other Skills

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Needs Assessment
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Compassion
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Professionalism
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Communication
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Teamwork

Roles & Responsibilities

Experience in behavioral health, crisis intervention, or related call center roles
Strong assessment and care coordination skills across mental health, medical, and social domains
Excellent written and verbal communication with empathetic, client-centered approach; ability to apply evidence-based practices
Ability to collaborate effectively within a multidisciplinary team and build relationships with care partners and stakeholders

Requirements:

Assess needs across mental health, medical, social, and other domains and complete needs assessments to determine appropriate referrals
Initiate and submit referrals to medical/behavioral health care, community programs, and service providers to ensure timely access to services, including residential admissions when appropriate
Collaborate with care teams and system partners, including bed registry processes and engagement with external stakeholders, to facilitate transitions and admissions
Demonstrate adherence to program, department, and company policies; participate in supervision and team meetings; apply person-centered, evidence-based practices

Baltimore Crisis Response, Inc.

About Baltimore Crisis Response, Inc.

Baltimore Crisis Response, Inc (BCRI) is deeply rooted in the Baltimore City community. As the city's only comprehensive crisis service, our mission is to provide timely and effective community based services in the least restrictive environment, regardless of ability to pay. Since 1992, we have helped many overcome mental health and substance use disorders, often working in partnership with other community providers to create innovative programs to better serve this vulnerable population. Our services include: - 24/7/365 Telephone Crisis, Information and Referral Line - Residential Crisis and Addiction Treatment - Mobile Crisis Teams - In-House and Community Case Management - HIV and Hepatitis C Outreach and Prevention - Community Education and Outreach

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

Call Center Counselor
📍 Remote
💰 $22 to $26.50 per hour
🕒 Part-Time | Available shifts are every other weekend Saturday and Sunday: 12:00AM-8:00AM

Help Clients Begin Their Path to Recovery.
Be the steady support clients need during treatment — guiding them through assessment, counseling, and care planning with compassion and clinical expertise.

About Us

Baltimore Crisis Response, Inc. (BCRI) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve led the way in behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.

The Opportunity

We are seeking a Call Center Counselor to support individuals receiving care by coordinating transitions across the system of care and serving as a key point of engagement for callers. In this role, you will assess needs across mental health, medical, and social service domains; initiate referrals to internal and external providers; and actively monitor progress toward individualized goals. You will partner closely with individuals, their identified care teams, and community stakeholders to facilitate timely access to services, including residential admissions when appropriate. This position requires the use of person-centered, evidence-based practices and strong collaboration within a multidisciplinary team to ensure high-quality, coordinated care.

What You’ll Do

Supports the delivery of services and engagement of individuals under care by participating in supervision and team meetings.
Uses person-focused evidence-based best practices as identified in program policies and procedures, to recognize and honor the caller’s unique needs, strengths, preferences, and goals.
Assesses the needs of the individual receiving care across multiple domains including mental health, medical, social, and other services by completing needs assessment and other appropriate tools.
Initiates and submits referrals to medical and behavioral health care, community programs, and service providers.
Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care.
Collaborates with care team members for admission into the residential milieu through the bed registry, and/or by engaging external stakeholders and service providers when appropriate and as directed during these transitions.
Demonstrates adherence to program, department, and company policies, expectations, and behavioral competencies, both explicit and implicit.
All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.