Crisis Hotline Phone Counselor (Part-Time)

Sante Group Companies; Timonium (MD); On-site; USD 49,920 - 55,120; Part time

Benefits offered by this job

Sick leave

Employee assistance program

Wellness perks

Recognition & rewards via Awardco

Discounts via FunEx

Training & growth opportunities

Inclusive culture

Job summary

Santé Group Companies in Timonium, MD is seeking part-time Phone Counselors to join the crisis intervention team. This in-person role supports the local hotline and GBRICS call center, handling high-stress calls with empathy and professionalism.

Responsibilities include assessing caller needs, documenting case information, de-escalating crises over the phone, triaging to appropriate services, and following crisis standards. Evening, overnight, and weekend shifts are available.

Qualifications

• Bachelor’s degree in counseling, social work or related field required.
• 1 year of professional crisis work experience may substitute education.

Responsibilities

• Assess caller problems, support systems and emergency level to determine intervention.
• Document all information in the client case file.
• Deescalate crises over the phone and establish rapport with callers.
• Triage calls to appropriate level of care and dispatch resources when needed.
• Complete environmental risk and safety assessments and relay information to teams.
• Comply with crisis standards and reporting regulations.

Skills

Crisis intervention

Documentation

De-escalation

Triage calls

Education

Bachelor's Degree in Counseling, Social Work, or related field

Job description

Do you have crisis hotline experience? Come join our team of compassionate and experienced staff at Baltimore County Crisis Response!

We are seeking candidates who can work evening shifts (4:00 pm to 12:00 am), overnight shifts (12:00 am to 8:00 am) and weekends in person at our office in Timonium, MD.

Company Overview

Santé Group Companies is a leader in community‑based behavioral and mental health services. We provide diverse, individualized services and support individuals to heal, recover, and thrive in the community. Our organization values collaboration, innovation, creativity, and inclusiveness and expects all members to uphold these values.

What We're Looking For

Part‑time Phone Counselors to join our crisis intervention team in Timonium, MD. The primary goal is to provide appropriate services for the local hotline as well as the GBRICS call center, which serves a 4‑county region (Baltimore City, Baltimore County, Howard County, Carroll County). Services include supportive counseling, information and referrals, crisis intervention, suicide prevention, intake screening, dispatching, crisis planning, and follow‑up.

This role is in‑person. NOT REMOTE!

What You’ll Do

• Work in a highly stressful environment with frequent suicidal callers.
• Assess each caller’s presenting problem, support systems, coping skills, and level of emergency to determine appropriate intervention.
• Document all information in the client case file.
• Effectively deescalate a client in crisis over the phone, develop rapport, and maintain objectivity.
• Triage calls to the appropriate level of care.
• Conduct lethality assessments and dispatch appropriate resources (police, EMT, MCT, MRT) when necessary.
• Complete environmental risk and safety assessments and relay information to MCT/MRT/patrol.
• Access bed registry and other resources to connect callers to services.
• Comply with GBRICS Crisis Standards and Lifeline, Crisis Now Standards, and accrediting bodies’ best practices.
• If self‑identified as a peer, participate in regular peer support sessions.
• Comply with the organization’s secondary trauma prevention policy.
• Develop realistic crisis plans and follow‑up tasks based on severity.
• Have knowledge of community resources (behavioral and non‑behavioral).
• Participate in program database development.
• Communicate client needs and make internal referrals.
• Complete accurate, thorough, timely documentation.
• Ensure all tasks for each case are completed during shifts.
• Recognize need for consultation with supervisor or team lead.
• Participate in required trainings.
• Work with families and involved persons to deescalate crises.
• Abide by all federal, state, and local confidentiality and reporting regulations.
• Comply with program contractual and operational guidelines as outlined by your manager.
• Check work e‑mail according to agency protocol.
• Cover assigned senior holiday shifts (may vary in length).
• Other duties as assigned.

Requirements

• Bachelor’s Degree in Counseling, Social Work, or related field.
• 1 year of professional crisis work experience may be substituted for the education requirement.

Salary & Shifts

Salary Range: $24.00 to $26.50 per hour based on experience.

Available shifts:

• Evening Shift: 4:00 pm to 12:00 am
• Overnight Shift: 12:00 am to 8:00 am
• Weekend Shifts:
  • 8:00 am to 4:00 pm
  • 10:00 am to 6:00 pm
  • 4:00 pm to 12:00 am
  • 12:00 am to 8:00 am

Part‑time benefits include: generous sick leave, employee assistance program, wellness perks (annual initiatives and Calm App), recognition & rewards via Awardco platform, exclusive discounts through FunEx, training & growth opportunities, and a welcoming inclusive culture.

Equal Opportunity Statement

Santé Group Companies is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify.