Crisis Hotline Counselor - Dual Modality

Everymind; Rockville (MD); Hybrid; USD 32,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Employer-paid life & long-term-disabil

401(k) matching

47+ days of leave

Licensure pay increases

Flexible schedules & remote work

Employee assistance program

Referral bonus program

Employee discount program

Professional development

Job summary

EveryMind is hiring 5 Crisis Hotline Counselors to provide vital support to individuals facing mental health challenges in Montgomery County, across Maryland, and nationwide. The role includes 24/7 hotline coverage via phone, chat, and text, with on-site and remote work options.

Training is five weeks, with paid sessions starting Jan 12 and continuing through Feb 12. The position offers afternoon, evening, and overnight shifts, a competitive hourly base, and comprehensive benefits.

Qualifications

• High school diploma or GED with two years of post-high school education.
• One to three years of work experience; prior call-center experience preferred.
• Strong interpersonal and written/verbal communication skills.
• Ability to multitask and work independently in a fast-paced environment.
• Experience handling crises, including suicidal contacts and confidential information.
• Proficient with Microsoft Office, Zoom, Teams and related platforms.

Responsibilities

• Provide hotline coverage by phone, text, and chat, on-site or remotely.
• Support visitors, handle crises and confidential information.
• Navigate multiple digital platforms in a fast-paced setting.
• Complete required documentation before end of shift.
• Attend mandatory meetings and complete training.

Skills

Interpersonal skills

Written communication

Verbal communication

Multitasking

Crisis handling

Remote work capability

Education

High school diploma or GED

Some college coursework in Psychology or related field

Tools

Microsoft Office Suite

Zoom

Teams

Job description

Job Details: Level: Experienced, Job Location: 1000 TWINBROOK PARKWAY - ROCKVILLE, MD 20851, Position Type: Full Time, Education Level: High School, Salary Range: $23.43 - $30.03 Hourly, Travel Percentage: Up to 25%, Job Shift: Evening, Job Category: Community Support Services, Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!

EveryMind is not just a name; it is a catalyst for change. We believe in the inherent value and potential of every individual, every mind. With a commitment to the building blocks of mental health, we have been strengthening communities and empowering individuals since 1957. Through our direct services, advocacy, and community partnerships, we foster an ecosystem of support that cultivates thriving communities.

EveryMind is hiring 5 Crisis Hotline Counselors to join our dedicated team, providing vital support to individuals facing mental health challenges in Montgomery County, across Maryland, and nationwide. Our 24/7 crisis hotline offers compassionate listening, crisis intervention, and emotional support via phone, chat, and text.

Upcoming Training Class

• Shift Openings: Afternoon, Evening, Overnight
• Paid Training Schedule: January 12 - February 12 | Monday-Friday, 9:00 AM-5:00 PM (primarily in-person at our Rockville, MD office; includes holidays and holiday pay)
• All new hires must complete a five-week training to become certified and begin working their assigned fixed shift.

Compensation

• Monday-Friday, 8 AM-8 PM: $23.43/hour (base rate)
• Monday-Friday, 8 PM-8 AM (overnight): $26.73/hour (base + $3.30 differential)
• Saturday & Sunday (daytime): $26.73/hour (base + $3.30 differential)
• Saturday & Sunday (overnight): $30.03/hour (base + $6.60 differential)

Why Join EveryMind?

At EveryMind, we're not just a workplace, we're a mission-driven community committed to mental wellness for all. Here's what you can expect when you join us:

• A Recognized Top Workplace in Montgomery County (Bethesda Magazine)
• Over 65 Years of service as a leading mental health nonprofit
• 210+ Team Members across 27 locations
• Culture of Trust, Integrity, and Innovation

Your Benefits Package Includes:

• Medical, Dental, and Vision Insurance Options
• Employer-Paid Life & Long-Term Disability Insurance
• 401(k) Matching Program
• 47+ Days of Leave (Vacation, Sick, Wellness, Holidays, Birthday & More!)
• Pay Increases for Licensure Advancements
• Flexible Schedules & Remote Work Options
• Employee Assistance Program
• Referral Bonus Program
• Employee Discount Program
• Professional Development & Growth Opportunities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 1. Provide hotline coverage for designated periods by phone, text and chat. Works on-site and/or remotely as a hotline specialist for all shifts within a 24/7 period.
• 2. Support visitors on phone, chat, and text, handling crises situations, including suicidal contacts and confidential information.
• 3. Effectively navigate multiple digital platforms simultaneously in a fast-paced environment.
• 4. Complete all required documentation before logging off at the end of the shift.
• 5. Report any service delivery, service quality and visitor-related issues to Shift/On-call Supervisor.
• 6. Be present and responsive in the virtual workspace during scheduled work time.
• 7. Maintain remote worksite to meet confidentiality, privacy and technological requirements.
• 8. Work onsite as required, at the minimum of twice a month.
• 9. Attend mandatory Hotline meetings, one on one supervision, supervision group and other meetings as scheduled.
• 10. Complete required training and continuing education units.
• 11. Attend community meetings and partnerships as needed.
• 12. Assist Hotline with administrative tasks and projects as assigned
• 13. Perform other duties as assigned.

Supervision to be exercised:

Occasional supervision of interns and volunteers.

Supervision to be received:

Reports to Hotline Team Supervisor.

Qualifications: Minimum Qualifications:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent.

Strong Personal Resilience and Mental Health:

Given the high-stress nature of the role, it is essential that candidates possess a high level of personal resilience and maintain stable mental health. This ensures that they are well-equipped to provide effective support and maintain the professional standards required for client care.

Education:

High school diploma or GED and two years of post-high school education. Some college coursework in Psychology, Social Work, or related field preferred

Experience:

One to three years’ work experience. Prior call-center experience, especially with a focus on providing emotional support, preferred.

Skills:

Strong interpersonal, written and verbal skills. Coordination and organizational skills. Must be able to work independently and multitask in a fast-paced environment and handle crises situations, including suicidal contacts and confidential information. Ability to identify appropriate resources and make referrals essential Strong computer skills with proficiency in Microsoft Office Suite, Zoom, Teams, and other technology platforms.

Abilities:

Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners. Ability to express ideas with clarity, confidence and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts. Ability to efficiently navigate multiple digital platforms simultaneously while actively listening and conversing with callers, documenting conversations, and communicating with supervisors (both verbally and in writing) in a fast-paced call center environment.

Physical and Emotional Demands:

The physical and emotional demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.

Working Conditions:

The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must be available to perform the duties of the job during the assigned schedule. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.