988 Crisis Counselor I

Paycom - ATS; Everett (WA); Remote; USD 2,480,000 - 3,582,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid Time Off

403(b) Retirement Plan matching

Professional Development opportunities

Job summary

Volunteers of America is seeking a Crisis Counselor to provide remote crisis intervention, suicide prevention, and brief supportive counseling via the 988 Lifeline. You will conduct safety assessments, maintain HIPAA compliance, and document interactions using an EMR, while coordinating with supervisors for compliance and support.

Requirements include a bachelor’s degree in psychology or social work, English fluency, and at least one year in a healthcare contact center or mental health setting.

Qualifications

• Bachelor's degree in psychology, social work, or related field required.
• At least 1 year experience in healthcare contact center or mental health counseling preferred.
• Agency Affiliated Counselor Registration required within 30 days of employment.
• Fluency in English (oral and written).
• Typing test score of 35 WPM or higher.
• Proficiency in motivational interviewing techniques and active listening.

Responsibilities

• Provide crisis intervention and brief supportive counseling via Lifeline to individuals at risk for suicide.
• Conduct safety assessments and follow agency policies and Lifeline Best Practices.
• Document all client interactions accurately in the EMR and maintain HIPAA confidentiality.
• Refer callers to regional crisis resources and initiate appropriate interventions when needed.
• Collaborate with peers and supervisors on duty to ensure compliance and quality care.

Skills

Empathetic demeanor

Motivational interviewing

Active listening

Clear communication

Multitasking (talking & typing)

Documentation in EMR

English fluency

Education

Bachelor's degree in psychology or social work

Tools

Microsoft Teams

Electronic Medical Records (EMR)

Job description

Volunteers of America 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.This full-time, hourly position provides crisis intervention, suicide prevention, information, referrals, and brief supportive counseling to individuals contacting the 988 Suicide and Crisis Lifeline by phone. Crisis Counselors work remotely, interacting with clients exclusively by telephone. Responsibilities include using Lifeline Best Practices to support clients at risk for suicide by conducting thorough safety assessments, offering validation and emotional support, developing safety plans, and initiating emergency interventions or mandated reporting when necessary. This position also involves referring callers to regional crisis lines when appropriate.Principal ActivitiesProvide crisis intervention, suicide prevention, and brief supportive counseling to clients experiencing emotional distress or contemplating suicide.Conduct safety assessments following agency policies, funding and accreditation requirements, and Lifeline Best Practices.Manage client interactions to ensure appropriate, efficient, and effective support.Adhere to legal requirements, including HIPAA confidentiality and mandated reporting (e.g., Emergency Services Interventions, CPS/APS referrals, Tarasoff Duty to Warn).Consult with peers and supervisors on duty on compliance issues, including mandatory reporting, HIPAA, and imminent risk situations.Document all client interactions accurately, ethically, and efficiently.Consistently meet or exceed established key performance goals and adapt to new expectations as needed.Utilize current technologies to communicate with clients and community members.Use Microsoft Teams to collaborate with peers and supervisors on duty.Participate in staff meetings and training sessions to enhance clinical skills and support professional development.Provide back-up support to other Regional Crisis Line and 988 programs as required.BenefitsWe believe that taking care of our team is essential to fulfilling our mission. We offer a comprehensive and competitive benefits package designed to support your well-being as a full-time employee.Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hoursCompetitive compensationHolidays: 9 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 opportunitiesWe’re looking for candidates who bring the skills, experience, and qualifications needed to succeed in the role and contribute to our team.A bachelor’s degree in psychology, social work, or related field required.At least one (1) year of experience in a healthcare contact center and/or in mental health counseling.Experience in suicide prevention, crisis intervention, and/or mental health information and referral services preferred.Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment.Passing a typing test with a score of 35 WPM or higher.Fluency in English (oral and written).Courteous, empathetic, and professional demeanor.Proficiency in motivational interviewing techniques and active listening.Strong problem-solving and information-gathering abilities.Superior communication skills for clear, accurate, and complete client interactions.Ability to multitask, including talking and typing simultaneously.Efficiency in documenting chart notes in electronic medical records.Home Office Technology RequirementsPrivate and secure home office space with an enclosed with a door if there are cohabitants of any age.High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof.Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations.No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery.Equal Employment Opportunity StatementWe 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.#voaww2