Lead Crisis Hotline Counselor — Onsite & Growth

Affiliated Sante Group; Lutherville (MD); Sur place; USD 37 000 - 39 000; Plein temps

Avantages offerts par ce poste

403(b) retirement plan with company 12

Health, dental, and vision insurance

Paid time off

Birthday off every year

Training & growth opportunities

Tuition reimbursement

Employee Assistance Program

Résumé du poste

Santé Group is seeking a Lead Phone Counselor (in office) to supervise call-center operations for a multi-county hotline. The role includes crisis intervention, intake and referrals, and ensuring policy adherence.

The position requires strong crisis management skills and relevant education or extensive crisis hotline experience. The Lead Counselor will support the GBRICS call center, work a schedule aligned with shift coverage, and mentor staff while maintaining client confidentiality and

Qualifications

• Bachelor’s degree or 15 years crisis hotline equivalent required.
• Experience in call centers and behavioral health is required.
• Proficient with MS Word/Excel/PowerPoint/Outlook and able to learn ECR software.

Responsabilités

• Deescalate crises and build rapport with callers over the phone.
• Triage to appropriate level of care and coordinate resources.
• Document thoroughly in client records and case notes.
• Oversee call-center operations during shifts and communicate with management.
• Lead staff, supervise new hires, and participate in trainings.
• Ensure compliance with confidentiality and program guidelines.

Connaissances

Crisis hotline experience

Call center experience

MS Office proficiency

Formation

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

15 years crisis hotline substitute for education

Outils

Electronic Consumer Record Software

Description du poste

Santé Group is seeking a Lead Phone Counselor (in office) to supervise call-center operations for a multi-county hotline. The role includes crisis intervention, intake and referrals, and ensuring policy adherence.

The position requires strong crisis management skills and relevant education or extensive crisis hotline experience. The Lead Counselor will support the GBRICS call center, work a schedule aligned with shift coverage, and mentor staff while maintaining client confidentiality and