Lead Crisis Hotline Counselor (In-Office)

Sante Group Companies; Timonium (MD); On-site; USD 37,000 - 39,000; Full time

Benefits offered by this job

403(b) retirement plan

Health coverage

Paid time off

Birthday off

Tuition reimbursement

Employee Assistance Program

Wellness program

Life/AD&D insurance

Disability coverage

Pet insurance

Flexible spending accounts

Job summary

Santé Group Companies in Timonium, MD seeks a Lead Phone Counselor (in office) to oversee the call center during shifts and support a frontline crisis intervention team.

This role includes supervising staff, triaging calls, conducting lethality assessments, coordinating with MCT/patrol, and ensuring adherence to Lifeline and Crisis Now standards.

Bachelor’s degree required; extensive crisis hotline experience preferred; competitive hourly pay and comprehensive benefits.

Qualifications

• Bachelor’s Degree in Counseling, Social Work, or a related field.
• 15 years of demonstrated crisis hotline work may be substituted for the education requirement.
• Call center and behavioral health experience required.
• Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
• Must be able to be trained on Electronic Consumer Record Software.

Responsibilities

• Manage call center operations during scheduled shift.
• Deescalate crises over the phone and build rapport with clients.
• Triage calls to appropriate level of care.
• Document information in client records accurately and timely.
• Conduct lethality assessments and dispatch resources when necessary.
• Oversee staff shift changes and ensure effective communication.
• Assist with on-site training for new staff.
• Ensure confidentiality and follow regulatory requirements.

Skills

Call center experience

Behavioral health experience

Internet knowledge

MS Office familiarity

Education

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

Tools

MS Word

MS Excel

MS PowerPoint

MS Outlook

Job description

Santé Group Companies in Timonium, MD seeks a Lead Phone Counselor (in office) to oversee the call center during shifts and support a frontline crisis intervention team.

This role includes supervising staff, triaging calls, conducting lethality assessments, coordinating with MCT/patrol, and ensuring adherence to Lifeline and Crisis Now standards.

Bachelor’s degree required; extensive crisis hotline experience preferred; competitive hourly pay and comprehensive benefits.