Crisis Intervention Counselor – 911/988 Support

Volunteers Of America Western Washington; Everett (WA); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Vacation & sick time

Competitive compensation

8 paid holidays + 2 floating holidays

Medical, Dental, Vision

Health Savings Account (HSA)

Flexible Savings Account (FSA)

Employee Assistance program

403(b) Retirement Plan matching

Professional Development opportunities

Job summary

Volunteers of America Western Washington is seeking a full-time Care Crisis Response Services (CCRS) counselor to de-escalate behavioral health calls diverted from 911 and coordinate with the 988 team. The role is co-located at the South Sound 911 center in Tacoma, WA, handling calls by phone or SMS and referring to crisis lines as needed.

You will perform safety assessments, provide crisis intervention, document interactions, and collaborate with 988 and VOAWW staff to maintain high-quality

Qualifications

• Bachelor's degree in psychology, social work, or related field required.
• At least two (2) years of experience in a healthcare contact center and/or mental health counseling preferred.
• Ability to work independently and as part of a team in a collegial environment.
• Ability to obtain security clearance for CAD system access and on-site work at the 911 center.
• Agency Affiliated Counselor Registration required within 30 days of employment or equivalent.
• Ability to multitask (talk and type) across multiple screens/windows.
• On-site work at South Sound 911 in Tacoma, WA.

Responsibilities

• Assist 911 call takers and supervisors in identifying appropriate calls for transfer to 988.
• Collaborate with 911 personnel to ensure safety via police/EMS while de-escalating callers.
• Coordinate using CAD and internal messaging to monitor call developments.
• Provide crisis intervention and brief supportive counseling for callers transferred from 911.
• Conduct safety assessments per agency policies and 988 best practices.
• Comply with HIPAA and other legal requirements regarding imminent risk and reporting.
• Document all client interactions accurately in the CAD system.
• Meet or exceed established KPI goals.
• Use Microsoft Teams to engage with remote VOAWW Behavioral Health staff.
• Mentor and coach new staff.

Skills

Motivational interviewing

Empathy

Active Listening

Information gathering

Communication skills

Education

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

Job description

Volunteers of America Western Washington is seeking a full-time Care Crisis Response Services (CCRS) counselor to de-escalate behavioral health calls diverted from 911 and coordinate with the 988 team. The role is co-located at the South Sound 911 center in Tacoma, WA, handling calls by phone or SMS and referring to crisis lines as needed.

You will perform safety assessments, provide crisis intervention, document interactions, and collaborate with 988 and VOAWW staff to maintain high-quality