988 Call Center Counselor (Full Time)

Community Care Alliance; East Providence (RI); On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Generous vacation and sick time

Comprehensive medical and dental coverage

403b with matching

Flexible Spending Accounts

Tuition reimbursement

Employee referral program

On-site parking

Mileage reimbursement

Job summary

An established industry player is seeking compassionate individuals to join their 988 Crisis Call Center team. This role is pivotal in providing immediate support to community members experiencing mental health and substance use crises. As a counselor, you will engage with callers through various communication channels, assess their needs, and coordinate with local crisis response teams. The position emphasizes client-centered care and requires strong communication skills, empathy, and the ability to navigate digital platforms. Join a supportive environment where your contributions can make a real difference in the lives of those in need.

Qualifications

• Minimum high school equivalency required.
• 1-3 years in the human services industry preferred.

Responsibilities

• Answering crisis calls, chats, and texts with empathy.
• Completing documentation and data collection in a timely manner.
• Coordinating with clinical teams and local municipalities.

Skills

Empathy

Communication Skills

Multitasking

Crisis Management

Digital Platform Navigation

Education

High School Equivalency

Tools

Electronic Health Records

Resource Databases

Job description

Community Care Alliance Careers

When you apply with us, your resume will be kept on file for 12 months. We reserve the right to forward your resume for the position you applied or for other positions that you may be qualified for. If you attended college, you do not need to complete the high school information; all graduation dates are optional. Please complete your application as thoroughly as possible in order to be seriously considered (i.e., make sure your work history is as complete as possible and includes last supervisor information.) This agency participates in E-Verify: we provide the Social Security Administration (SSA) and Department of Homeland Security (DHA) with information from each new employee's Form I-9 to confirm work authorization.

Benefits

Community Care Alliance offers competitive salaries based on experience, skills and performance, a comprehensive benefits package, and great quality of work/life.

• Generous vacation, sick time and holidays.
• Comprehensive medical and dental coverage as well as voluntary vision and AFLAC supplemental coverage.
• 403b with matching after 6 months of employment.
• Flexible Spending (FSA) and Dependent Care (DCA) accounts.
• Agency-paid group life insurance; long-term disability.
• Tuition reimbursement and licensure/certification bonuses.
• Employee referral program as well as bilingual skills premium.
• On-site or nearby parking available at most buildings; mileage reimbursement for client and business related use of your personal vehicle.

All benefits listed are subject to change and eligibility requirements. This summary provides a brief overview of the benefit package for employees of Community Care Alliance and is not to be used as an official document for determining eligibility criteria for benefit entitlements.

Military friendly employer!

Job Description

988 Call Center Counselor (Full Time)
Location: East Providence, RI

About the Role

The 988 Crisis Call Center at BH Link is hiring professionals who are looking to make a positive impact on the lives of Rhode Island community members! The 988 Call Center is a crisis answering service that responds to calls, chats, and texts from individuals experiencing mental health and/or substance use crises.

This call center is connected to the BH Link, the state's walk-in behavioral health crisis center that serves Rhode Islanders statewide. As such, 988 Crisis Counselors can assist service recipients in facilitating entry to BH Link, to be seen in person by an experienced clinical team that provides comprehensive assessment and referral services. The 988 Crisis Call Center also coordinates with local mobile crisis response teams, dispatching available mobile crisis clinicians to the community in order to meet people where they are. The services provided emphasize client-centered care in the least restrictive possible settings.

Roles and Responsibilities:

• Working on site at the 988 Call Center in East Providence.
• Answering calls, chats, and texts coming into the 988 Crisis Call Center, both through the 988 Lifeline and the 414-LINK line.
• Engaging callers with empathy and professionalism to effectively establish clinical rapport in a brief period.
• Routinely assessing for risk of suicidality (and other risks to safety) with callers experiencing mental health and/or substance use crises.
• Identifying best outcomes, including the coordination of wellness checks and/or the dispatch of mobile crisis response teams.
• Providing callers with resource and referral options as applicable.
• Completing all required documentation and data collection in a timely fashion.
• Coordinating directly with members of the BH Link clinical team as appropriate.
• Coordinating with 911 dispatch and local municipalities as appropriate.
• Documenting incident reports as necessary notifying call center supervisors in the case of any critical incident.
• Attending required staff meetings and trainings.

Desired Skills:

• The ability to answer crisis calls, chats, and texts with empathy and composure.
• The capability of multitasking and transitioning between periods of low and high call/chat/text volume.
• Utilize supervision and take feedback in order to continually grow and improve as a crisis counselor.
• Strong communication skills that will lead to effective coordination of care both within and outside of the 988 Call Center.
• The ability to effectively navigate digital platforms (the 988-answering platform, resource databases, electronic health records, etc.).
• Multilingual staff are highly encouraged to apply.

Qualifications:

• Minimum high school equivalency required.
• 1-3 Years in the human services industry preferred.
• Fluency in multiple languages preferred.

To apply for this opening please visit our website www.communitycareri.org and select "Careers" and then "Current Openings" to fill out an application and upload your cover letter and resume.

About Us

Community Care Alliance provides an array of services and supports that are linked together so people can access help for their unique situations. Our goal is to help all members of our community become healthier, more self-reliant and better informed to meet their economic, social and emotional challenges.

Community Care Alliance is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, age, national origin, or disability.

Military friendly employer!