988 NBU Online Crisis Counselor I

Volunteers Of America Western Washington; Everett (WA); Remote; USD 28,000 - 34,000; Full time

Benefits offered by this job

Vacation & sick time

Holidays

Medical/Dental/Vision

HSA

FSA

EAP

403(b) matching

Professional development

Job summary

Volunteers of America Western Washington is seeking a full-time Online Crisis Counselor to respond to chats and texts originating from 988, providing crisis intervention, suicide prevention, and supportive counseling to those in distress.

You will work with remote staff via Microsoft Teams, adhere to HIPAA confidentiality and mandated reporting, mentor new counselors, and assist the Program Coordinator with program duties as needed.

Qualifications

• Bachelor’s degree in a social science/behavioral health or related field.
• One year of experience in a mental health or related field.
• Agency Affiliated Counselor Registration within 30 days of employment.
• Typing test with a score of 35 WPM or higher.
• Fluency in English (oral and written).
• Strong communication and documentation skills.

Responsibilities

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and supportive counseling to clients in emotional distress or at risk of suicide.
• Conduct safety assessments in line with agency policies, funding, accreditation, and Lifeline Best Practices.
• Manage client interactions to ensure efficient and appropriate support.
• Initiate police intervention procedures if a Visitor is at immediate risk of harm.
• Adhere to state and federal legal requirements, including HIPAA confidentiality and mandated reporting.
• Collaborate with the online crisis counselor team and Shift Leads on complex cases.
• Consult with Shift Leads and Master’s level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, and imminent risk.
• Use Microsoft Teams to engage with remote staff and 988 Crisis Shift Leads.
• Attend staff meetings and trainings to enhance clinical skills and promote professional development.
• Mentor and coach new staff.

Skills

Empathy

Active listening

Motivational Interviewing

English fluency

Multitasking

Documentation

Communication skills

Problem solving

Typing 35 WPM

Education

Bachelor’s degree in social science/behavioral health or related field

Agency Affiliated Counselor Registration

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.
The primary responsibility of this full-time, hourly position is to respond to online chats and texts originating from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor provides non-judgmental crisis support using a crisis intervention model and suicide intervention techniques, as appropriate, for Visitors in self-defined crises. Online Crisis Counselors also participate in welcoming and coaching new counselors and perform other duties as assigned by the Program Coordinator. They provide support and consultation to new counselors and are responsible for adhering to imminent risk and mandated reporting procedures according to policy.

Principal Activities

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and supportive counseling to clients in emotional distress or at risk of suicide
• Conduct safety assessments in line with agency policies, funding, accreditation, and Lifeline Best Practices
• Manage client interactions to ensure efficient and appropriate support
• Initiate police intervention procedures if a Visitor is at immediate risk of harm
• Adhere to state and federal legal requirements, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS, Tarasoff Duty to Warn)
• Collaborate with the online crisis counselor team and Shift Leads on complex cases
• Consult with Shift Leads and Master’s level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, and imminent risk
• Use Microsoft Teams to engage with remote staff and 988 Crisis Shift Leads
• Attend staff meetings and trainings to enhance clinical skills and promote professional development
• Mentor and coach new staff

Benefits
We 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 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.

• Bachelor’s Degree in a social science/behavioral health or related field and one (1) year experience in a mental health or related field
• 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, empathic, and professional demeanor
• Proficiency in Motivational Interviewing and active listening
• Strong problem-solving and information-gathering skills
• Superior communication skills to convey information clearly and effectively
• Ability to multitask, including talking and typing simultaneously
• Efficiency in documenting notes in electronic medical records

Home Office Technology Requirements

• 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 Statement
We are an Equal Opportunity Employer and allemployment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.