911 Colocation Crisis Counselor

Volunteers of America Western Washington; Everett (WA); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Health insurance

403(b) retirement plan matching

Paid time off (vacation/sick)

Job summary

Volunteers of America Western Washington is seeking a full-time Crisis Counselor to divert behavioral health calls from 911 by de-escalating callers and providing brief crisis intervention.

Co-located at the South Sound 911 center in Tacoma, WA, you will work with 911 staff to transfer appropriate calls to 988, assess safety, document interactions, and connect callers to regional crisis resources.

Qualifications

• Bachelor’s degree in psychology, social work, or related field.
• At least two years in a healthcare contact center and/or mental health counseling.
• Experience assessing suicide risk and safety planning preferred.
• Ability to obtain security clearance and work on-site at the 911 center.

Responsibilities

• Assist 911 call takers and supervisors in identifying appropriate calls for transfer to 988.
• Collaborate with 911 call takers, dispatch, and supervisors to establish safety via police or EMS as needed.
• Provide crisis intervention and brief supportive counseling to distressed callers transferred from 911.
• Accurately document all client interactions in the CAD system.

Skills

Motivational interviewing

Empathy

Active listening

Information gathering

Problem-solving

Clear communication

Education

Bachelor's degree in psychology, social work, or related field

Tools

CAD system

Microsoft Teams

Job description

About VOAWW:Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives that allow us to better serve and uplift our community – and each other.Benefits (Full time)Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hoursCompetitive compensationHolidays: 8 paid per year + 2 paid floating holidaysMedical, Dental, and VisionHealth Savings Account (HSA)Flexible Savings Account (FSA) medical & dependent careFree Employee Assistance program403(b) Retirement Plan matchingProfessional Development opportunitiesAbout Care Crisis Response Services (CCRS):CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.General Function:This full-time, hourly position helps to divert behavioral health related calls from 911 by de-escalating callers, assessing for safety, and providing crisis intervention to callers transferred from 911. The Colocation Crisis Counselors are co-located at the South Sound 911 center in Tacoma, WA and complete all interactions with callers by telephone and/or SMS. This position is responsible for referring callers to the larger 988 team for follow-up or to regional crisis lines as appropriate.Principal Activities:Assist 911 call takers and 911 supervisors in identifying appropriate calls for transfer to 988Work collaboratively with 911 call takers, 911 dispatch, and 911 supervisors to establish safety via police or EMS response when needed while de-escalating and providing emotional support to the callerUtilize the CAD system and internal messaging feature to coordinate with 911 call takers and monitor developments in callsProvide crisis intervention, suicide prevention and brief supportive counseling to callers transferred from 911 who are in emotional distress and/or considering suicideConduct safety assessments of callers according to agency/department policies, funding and accreditation requirements, and national 988 Best PracticesOperate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, Tarasoff Duty to Warn)Accurately, ethically, and efficiently document all client interactions in the CAD systemConsistently meet or exceed established key performance indicator goalsUtilize Microsoft Teams to engage with remote VOAWW Behavioral Health staffAct as mentors and coaches to new staffEffect on End Results:Outstanding customer service and well-functioning 911/988 collaborationSuccessful diversion of 911 calls to the 988 system#voaww2Requirements:A bachelor’s degree in psychology, social work, or related field required.At least two (2) years of experience in a healthcare contact center and/or in mental health counseling. Experience assessing suicide risk and safety planning preferredApplicants should be comfortable working independently and as part of a team in a collegial group environmentAbility to obtain necessary security clearance for accessing the Computer Aided Dispatch (CAD) system and working on-site at the 911 centerAgency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employmentAbility to simultaneously talk and type while utilizing multiple screens and/or windowsIn-person work on site at South Sound 911 in Tacoma, WARequired Skills:Knowledge of Motivational interviewing techniques and effective use of empathy and Active Listening skillsEfficiency with information-gathering and problem-solving to facilitate positive call resolutionsSuperior communication skills to convey information to clients clearly, accurately, and completelyEqual Employment Opportunity Statement:We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.