National 988 Crisis Counselor- Part-Time

First Choice Services Inc; Charleston (WV); On-site; USD 25,000 - 39,000; Full time

Job summary

First Choice Services Inc. is seeking a compassionate 988 Crisis Counselor to respond to calls, chats and texts, providing emotional support and crisis de-escalation for individuals in immediate distress in Charleston, West Virginia.

You will use reflective listening and motivational interviewing in electronic exchanges, documenting interactions and connecting clients with ongoing treatment when needed. The role requires resilience, strong communication skills, and the ability to thrive in a

Qualifications

• Experience in crisis intervention preferred.
• Excellent written and verbal communication skills.
• Ability to document data clearly and accurately.

Responsibilities

• Answer incoming communications with patience, respect and empathy.
• Provide crisis intervention, suicide prevention support and brief supportive counseling.
• Refer clients to ongoing treatment or other helplines as needed.
• Escalate 911 when appropriate and necessary.
• Document interactions in designated databases and follow HIPAA rules.
• Monitor and follow up to ensure needs are met.
• Participate in quality assurance and continuing education.

Skills

Crisis intervention

Empathy

Written communication

Verbal communication

Typing skills

Multitasking

HIPAA compliance

Emotional resilience

Active listening

Time management

Critical thinking

Data systems

Education

High School Diploma or GED

Bachelor’s degree preferred in social or behavioral health services

Tools

Data systems

Job description

Position OverviewThe 988 Crisis Counselor answers calls, chats and texts from 988 (The National Suicide Prevention Lifeline). 988 Crisis Counselors are able to provide a range of support from peer warmline and emotional support to full scale crisis de-escalation. This 988 Crisis Counselor is responsible for providing supportive services to help individuals regain a sense of safety, return to their normal level of functioning, and/or access ongoing treatment services as needed. The 988 Crisis Counselor is responsible for providing excellent service to those accessing the service by applying the equivalent of reflective listening and motivational interviewing skills in the context of an electronic exchange. 988 Crisis Counselors have the special training and skills to interact via phone, chat and text to understand consumers’ unique circumstances and needs, render immediate emotional support, provide options for ongoing support/treatment and follow up to ensure needs are being met. The 988 Crisis Counselor is patient, knowledgeable, empathetic and helpful.Essential Job FunctionsAnswer incoming communications with patience, respect and empathy.Provide crisis intervention, suicide prevention support and brief supportive counseling to callers who are experiencing emotional crisis.Help those accessing services by call, text or chat to regain a sense of safety so that they may return to an appropriate level of functioning when possible.Refer those accessing services by call, text or chat to ongoing treatment according to level of need, or to other FCS helplines as indicated by identified needs.Escalate a voluntary or involuntary 911 response when appropriate and necessary.Professionally document consumer demographic data and interactions within designated database/databases.Follow-up with visitors to monitor and track successes and concerns.Respect each participant’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.Provide all services in an ethical manner while maintaining participant dignity.Participate in the designated personal and professional development program to ensure the quality of service delivered.Participate in the established quality assurance program.Obtain the necessary continuing education units related to maintain individual licensure or certifications.When necessary, provide for the safety and wellbeing of the participant following all applicable duty to warn and care procedures.Demonstrate reliable time and attendance practices.Adherence to all policies and procedures.Non-Essential Job FunctionsContribute to the overall effectiveness of the agency and the department by completing all other duties as assigned.RequirementsHigh School Diploma or GED Equivalent Required. Four-year degree in social or behavioral health services field (licensure given special consideration) preferred.Experience in crisis intervention preferred.Excellent written and verbal communication skills.Excellent typing skills.Strong critical thinking skills.Compassion and empathy to appropriately respond to visitor’s needs without personal bias or judgment.Compassion and understanding for those challenged by mental health, addiction and/or suicidal ideation.Compassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status.Ability to document on data systems while interacting with those seeking help via call, text or chat.Emotional fortitude to contend with difficult visitor situations in a face paced work environment.The ideal candidate will advance a position of sound judgment in all program decision-making and exercise self-awareness in all position-related functions associated with the role.High attention to details.Other Skills/AbilitiesAbility to multi-task: Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.Communication skills: Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports.Organizational ability: Demonstrates a systematic approach in carrying out tasks and assignments.Problem solving skills: Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems.Client service skills: Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements.Computer skills: Comfortably and confidently uses a computer and specialized software.Initiative: Self-motivated and shows willingness to accomplish multiple tasks as assigned.Integrity: Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment.Cooperativeness: Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.Flexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned.Independence: Able and willing to perform tasks and duties without direct supervision.Tolerance for Stress / Resiliency: Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.Working EnvironmentA climate controlled, contact center environment.Constant usage of phone and computer systems.Physical RequirementsExtensive computer and phone-based work including long periods of sitting in a call center work environment.Ability to lift 10 pounds unassisted. Heavier weight with assistance.Ability to work evenings, nights, weekends, and holidays as required.