Full Time Crisis Line Phone Counselor
About The Position
Crisis Support Services of Alameda County (www.crisissupport.org), a non-profit community mental health agency, is seeking Crisis Line Phone Counselors to fill overnight, evening, and weekend shifts. The position is supporting CSS 988 capacity building. The Phone Counselor position answers calls on our 24 hour crisis lines, 988, National Suicide Prevention Line, and After-Hours lines to provide crisis intervention, information, and referral services to meet the needs of the community, adhere to the highest possible ethical standards, and comply with program policy and procedures. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts. This position is best suited for people who enjoy thinking on their feet, collaborating with local behavioral health agencies, and working with people from diverse backgrounds. Join our team of dedicated staff and volunteers to help people in crisis connect to live saving resources in our community.
Requirements
- Flexibility and availability for evenings, overnights and weekends
- Ability to utilize supervision
- Excellent interpersonal and communication skills
- Values working cooperatively with others
- Ability to manage deadlines / handle confidential information in professional manner
- Sensitive to the cultural and ethnic diversity of Alameda County
- Must complete Background Check (DoJ) and LiveScan
- Must live within a 100 mile radius of Oakland, CA 94609
- Must be able to commute onsite to fulfill the role's onsite requirements
- Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.
- Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.
Responsibilities
- Responsible for responding to callers on the 24/7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988
- Responsible for responding to callers on the After-Hours lines including contacting the on-call crisis worker for requests from hospitals, law enforcement agents, or jail facilities
- Responsible for responding to third party callers on the crisis lines, lifeline, and After-Hours lines
- Responsible for providing client centered coaching and advocacy to callers on how to navigate systems of care for themselves and their loved ones to minimize traumatic experiences and increase successful connection with community resources
- Responsible for actively engaging with teammates during shifts.
- Responsible for documenting call notes for each and every call.
- Responsible for utilizing consultation as needed
- Responsible for making outreach calls and referrals to APS, CPS, and emergency services in times of mandated reporting and imminent risk, after consultation with a supervisor
- Responsible for referring callers presenting with medium-high risk for suicide to the follow-up program
- Responsible for connecting callers in crisis with the appropriate community resources
- Responsible for providing training and evaluation to volunteer crisis counselors
- Responsible for establishing a rapport, building connections with callers and taking responsibility for caller feedback
- Responsible for recognizing that caller-centered solutions and connectedness are key to providing crisis line intervention
- Responsible for displaying confidence and composure in crisis situations
- Responsible for communicating effectively and compassionately with volunteers, staff, and callers
- Responsible for Working collaboratively with teammates including sharing feedback and support in the spirit of community building.
- Responsible for Working independently using creativity and resourcefulness
- Responsible for a willingness to continuously improve skills through supervision, research, and individual development
- Responsible for recognizing the value that diversity and culture bring to an organization
- Other duties as needed
Benefits
- Medical, Dental, Vision insurance eligibility.
- Retirement plan eligibility with 2% employer match.
- 13 paid holidays.
- Paid sick time off, paid vacation and paid floating holidays available.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
