988 Crisis Counselor I (69670)

Volunteers of America Western Washington; Colorado; Remote; USD 35,000 - 39,000; Full time

Job summary

Volunteers of America Western Washington is seeking a Crisis Counselor to provide crisis intervention, suicide prevention, and brief supportive counseling remotely by phone. The role supports callers in distress, conducts safety assessments, and coordinates referrals while maintaining HIPAA compliance.

The position is full-time and requires a bachelor’s degree in a related field and experience in crisis services.

Qualifications

• A bachelor’s degree in psychology, social work, or related field required.
• At least one year of experience in a healthcare contact center or mental health counseling.
• Experience in suicide prevention, crisis intervention, and/or information and referral services preferred.
• Agency Affiliated Counselor Registration within 30 days of employment or equivalent.
• Typing test score 35 WPM or higher.
• Fluency in English (oral and written).

Responsibilities

• Provide crisis intervention, suicide prevention, and brief supportive counseling to clients via phone.
• Conduct thorough safety assessments and develop safety plans.
• Refer callers to regional crisis lines when appropriate.
• Document interactions accurately and maintain HIPAA compliance.
• Collaborate with peers and supervisors on duty for compliance and risk.
• Meet performance goals and use Teams for collaboration.

Skills

Motivational interviewing

Active listening

Communication skills

Multitasking

Education

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

Tools

EMR systems

Microsoft Teams

Job description

Job Details

Location: 41st Street - Everett, WA 98203

Position Type: Full Time

Education Level: Bachelor's Degree - 4 Year Degree

Salary Range: $25.31 - $27.97 Hourly

Job Shift: Any

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.

Principal Activities

• 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.
• Referring callers to regional crisis lines when appropriate.
• Provide 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.

Benefits

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 9 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 : We’re looking for candidates who bring the skills, experience, and qualifications needed to succeed in the role and contribute to our team.

Qualifications

• 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 Requirements

• Private 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 affect service delivery.

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.

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