911 Colocation Crisis Counselor (69138)

Volunteers Of America Western Washington; Everett (WA); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Vacation & sick time

Competitive compensation

8 paid holidays + 2 floating holidays

Medical, Dental, Vision

Health Savings Account (HSA)

Flexible Savings Account (FSA)

Employee Assistance program

403(b) Retirement Plan matching

Professional Development opportunities

Job summary

Volunteers of America Western Washington is seeking a full-time Care Crisis Response Services (CCRS) counselor to de-escalate behavioral health calls diverted from 911 and coordinate with the 988 team. The role is co-located at the South Sound 911 center in Tacoma, WA, handling calls by phone or SMS and referring to crisis lines as needed.

You will perform safety assessments, provide crisis intervention, document interactions, and collaborate with 988 and VOAWW staff to maintain high-quality

Qualifications

• 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 mental health counseling preferred.
• Ability to work independently and as part of a team in a collegial environment.
• Ability to obtain security clearance for CAD system access and on-site work at the 911 center.
• Agency Affiliated Counselor Registration required within 30 days of employment or equivalent.
• Ability to multitask (talk and type) across multiple screens/windows.
• On-site work at South Sound 911 in Tacoma, WA.

Responsibilities

• Assist 911 call takers and supervisors in identifying appropriate calls for transfer to 988.
• Collaborate with 911 personnel to ensure safety via police/EMS while de-escalating callers.
• Coordinate using CAD and internal messaging to monitor call developments.
• Provide crisis intervention and brief supportive counseling for callers transferred from 911.
• Conduct safety assessments per agency policies and 988 best practices.
• Comply with HIPAA and other legal requirements regarding imminent risk and reporting.
• Document all client interactions accurately in the CAD system.
• Meet or exceed established KPI goals.
• Use Microsoft Teams to engage with remote VOAWW Behavioral Health staff.
• Mentor and coach new staff.

Skills

Motivational interviewing

Empathy

Active Listening

Information gathering

Communication skills

Education

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

Job description

Job Details

Job Location: 41st Street - Everett, WA 98203

Position Type: Full Time

Education Level: Bachelor's Degree - 4 Year Degree

Salary Range: $28.97 - $32.02 Hourly

Job Shift: Swing

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 hours
• Competitive compensation
• 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
• Professional Development opportunities

About 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 988
• Work 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 caller
• Utilize the CAD system and internal messaging feature to coordinate with 911 call takers and monitor developments in calls
• Provide crisis intervention, suicide prevention and brief supportive counseling to callers transferred from 911 who are in emotional distress and/or considering suicide
• Conduct safety assessments of callers according to agency/department policies, funding and accreditation requirements, and national 988 Best Practices
• Operate 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 system
• Consistently meet or exceed established key performance indicator goals
• Utilize Microsoft Teams to engage with remote VOAWW Behavioral Health staff
• Act as mentors and coaches to new staff

Effect on End Results

• Outstanding customer service and well‑functioning 911/988 collaboration
• Successful diversion of 911 calls to the 988 system

#voaww2

QualificationsRequirements

• 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 preferred
• Applicants should be comfortable working independently and as part of a team in a collegial group environment
• Ability to obtain necessary security clearance for accessing the Computer Aided Dispatch (CAD) system and working on‑site at the 911 center
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
• Ability to simultaneously talk and type while utilizing multiple screens and/or windows
• In‑person work on site at South Sound 911 in Tacoma, WA

Required Skills

• Knowledge of Motivational interviewing techniques and effective use of empathy and Active Listening skills
• Efficiency with information‑gathering and problem‑solving to facilitate positive call resolutions
• Superior communication skills to convey information to clients clearly, accurately, and completely

Equal 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.