Lead Phone Counselor

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

Benefits offered by this job

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

Job summary

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.

Responsibilities

• 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.

Skills

Crisis hotline experience

Call center experience

MS Office proficiency

Education

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

15 years crisis hotline substitute for education

Tools

Electronic Consumer Record Software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Lead Phone Counselor

988 Lifeline Hotline Serv BCCRS Full - Time Timonium, MD, US

2 days ago Requisition ID: 1853

Salary Range: $26.50 To $28.50 Hourly

Who We Are:

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life‑saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community. The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

What We’re Looking For:

Santé is seeking a Lead Phone Counselor(in office)to join our frontline crisis intervention team in Timonium,MD.The primary goal of the Lead Phone Counselorposition is to provide oversight of call center operations during scheduled shift. The shift lead is responsible for ensuring that call center operations are flowing, and policies are followed. The shift LEAD will provide regular updates to the call center manager/director. This is in addition to the phone counselor role listed below.

The primary goal of the Call Center Counselor is to provide appropriate services for both the local hotline as well as the GBRICS call center which includes the 4-county region of callers across Baltimore city, Baltimore County, Howard County, and Carroll County. These services may include supportive counseling, information and referrals, crisis intervention counseling, suicide prevention and intake screening of callers to the Mobile Teams, In Home Intervention Teams, Urgent Care Center and other BCCRS service components. This also includes dispatching appropriate services when needed as well as providing goal directed counseling, crisis planning, and follow up for clients served.

What You’ll Do:

• Have the ability to work in a highly stressful environment that deals with frequent suicidal callers
• Assesses each caller’s presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
• Document all information in appropriate client case.
• Caneffectivelydeescalateaclientincrisis,overthephone. Develop a rapport with client and maintain objectivity and demeanor on the phone.
• Effectivelytriageacalltotheappropriatelevelofcare
• Conductalethalityassessmentofclientanddispatchappropriateresources(police,EMT,MCT, MRT)whennecessary
• CompletesanenvironmentalriskandsafetyassessmentandrelaysallinformationtoMCT/patrolwhennecessary
• Access bed registry and other resources to connect callers to services.
• Comply with the GBRICS Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
• If self-identified as a peer, participate in regular peer support sessions.
• Comply with the organization’s Secondary Trauma Prevention policy.
• Adhere to annual training requirements.
• Developappropriateandrealisticcrisisplanforclientswhennecessary
• Developappropriatefollowuptasksdependingonnatureandsecurityofsymptoms
• Knowledgeandfamiliaritywithcommunityresources,bothmentalhealthandnon-mentalhealth
• Activeparticipationintheongoingdevelopmentoftheprogramdatabase
• Abletoeffectivelycommunicateclientneedswhilemakinginternalagencyreferrals
• Abletocompletedocumentationinanaccurate,thoroughandtimelymanner
• Ensurealltasksrelatedtoeachcasearecompletedduringeachshiftworked
• Recognizesneedforconsultationwithavailablesupervisor and or team lead
• Participateinallrequiredtrainings
• Workwithfamiliesandinvolvedpersonstodeescalatecurrentcrisis
• Abidebyallfederal,stateandlocalconfidentialityandreportingregulations
• Complywithallofprogramscontractualandoperationalguidelinesasoutlinedbyyourmanager
• Check work e-mail according to agency protocol
• Other duties as assigned

Lead Counselor Responsibilities:

• Ensure that call center operations during scheduled shift are flowing
• Consult with staff who need additional support.
• Review documentation, call logs, and client boards for errors.
• Oversee staff shift changes and ensure effective communication among staff members between shifts
• Assist with any immediate issues that arise in the call center and provide updates to the call center manager/director
• Participate in regularly scheduled supervision and debriefing sessions as appropriate.
• Assist in the on-site training for new staff

What We Require:

• Bachelor’s Degree in Counseling, Social Work, or a related field of study required.
• 15 years of demonstrated crisis hotline work may be substituted for the education requirement.
• Call center and behavioral health experience required.
• To perform this job successfully, an individual shall have 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.

What You’ll Get:

• Hourly Range:$26.50 to $28.50per hour (depending on experience).
• Schedule:
  • Alternating weeks: 1st week 8:00 - 4:00pm, 2nd week 4:00pm - 12:00am
• Financial assistance for licensure fees (if applicable) and no-cost supervision for clinical licensure.
• Robust Retirement Plan– 403(b) with company match to support your future.
• Health Coverage That Cares – Comprehensive medical, dental, and vision insurance.
• Time to Recharge – Generous paid time off and parental leave.
• Celebrate You– Enjoy yourbirthday offevery year!
• Training & Growth – Ongoing development programs and career advancement opportunities.
• Culture of Purpose – A welcoming, inclusive environment where you belong.
• Tuition Reimbursement– Invest in your education, and we’ll support you.
• Employee Assistance Program– Confidential support for life's challenges.
• Wellness Perks– Annual wellness initiatives and access to theCalm App.
• Recognition & Rewards – Through our Awardco platform and referral program.
• Exclusive Discounts – Enjoy deals through FunEx and more.
• Life and AD&Dinsurance provided at no cost.
• Short and long-term disability coverage.
• Optional legal assistanceand transferable life insurance.
• Pet insurancefor your furry family.
• Ancillary plans like critical illness, accident, and hospital indemnity.
• Financial Flexibility – Flexible spending accounts (FSA) to help with healthcare and dependent care expenses.

We believe that diversity of background and experience makes for better problem-solving and collaboration, which is why we are dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, a passion for making an impact, a personal desire to grow, and the ability to help individuals heal, recover, and thrive.

Disclaimers:

The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

The Santé Group 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 accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify. http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf