General Function:

988 Crisis Counselor I staff provides crisis intervention, suicide prevention, information & referral, and brief supportive counseling services to clients contacting 988 by phone who are in emotional distress and/or seeking information about mental health services. The 988 Crisis Counselor I staff work in a remote or in-person call center setting and complete all interactions with clients by telephone. The 988 Crisis Counselor I staff is responsible for utilizing Lifeline Best Practices for clients at risk for suicide including completing a thorough safety assessment, providing validation and emotional support, safety planning, and initiating emergency interventions and reporting procedures as needed. This position is responsible for referring callers to regional crisis lines as appropriate.

Major Duties and Responsibilities:

• Provide crisis intervention, suicide prevention, and brief supportive counseling to clients who are in emotional distress and/or considering suicide
• Conduct safety assessments of clients according to agency/department policies, funding, and accreditation requirements, and Lifeline Best Practices
• Manage interactions with clients to ensure an appropriate level of support is provided in an efficient manner
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, Tarasoff Duty to Warn)
• Consult with 988 Crisis Shift Leads and Masters level Crisis Shift Managers on any issues or questions about compliance, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, imminent risk, etc.
• Accurately, ethically, and efficiently document all client interactions
• Consistently meet or exceed established key performance indicator goals, incorporate new expectations into work duties as requested
• Utilize current technologies to interact with clients and members of the community
• Utilize Microsoft Teams to engage with remote staff and 988 Crisis Shift Leads
• Attend staff meetings and trainings designed to increase clinical skills and encourage professional development
• Act as mentors and coaches to new staff

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• A Bachelors degree in psychology, social work, or related field is required. At least one (1) year of experience in a healthcare contact center and/or in mental health counseling. Suicide prevention, crisis intervention, and/or mental health information and referral services experience preferred
• Applicants should be comfortable working independently and as part of a team in a collegial group environment
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during the employment
• Ability to adapt and be flexible to changes in protocol and program needs

Required Skills:

• Fluency in the English language, both oral and written
• Courteous, empathic, and professional manner
• Knowledge of Motivational interviewing techniques
• Active listening skills to establish a collaborative relationship with clients
• The efficiency with information-gathering and problem-solving to facilitate positive call resolutions
• Superior communication skills to convey information to clients clearly, accurately, and completely
• Ability to simultaneously talk and type while utilizing multiple screens and/or windows
• Demonstrated respect for diversity
• Ability to quickly and accurately document chart notes in an electronic medical record
• The efficiency with balancing pace and flow of conversation and call time

Effect on End Results:

• Outstanding customer service and well-functioning 988 team
• Decrease the level of a clients crisis by engaging them and utilizing crisis intervention skills and suicide intervention techniques as needed
• Meet key performance indicators as defined by funder, contractual, and accreditation requirements
• Excellent organizational skills, open communication, and addressing issues as they arise

Covid 19 Vaccination: VOAWW requires all employees to be fully vaccinated against the COVID-19 (SARS-CoV-2) virus with an FDA-approved vaccine. Fully vaccinated is defined as 14 days after the final vaccination dose has been administered. Vaccination cards, other electronic proof of vaccination, or approved ADA (Americans with Disability Act) Accommodation requests based on medical or sincerely held religious beliefs will be required as a condition of employment.