What are the responsibilities and job description for the Full Time Crisis Line Phone Counselor position at Crisis Support Services of Alameda County?
Job Description
Job Description
Description
Position Summary
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.
Responsibilities
Primary Role
- Respond to callers on the 24 / 7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988
- Respond to callers on the After-Hours lines including contacting the on-call crisis worker for requests from hospitals, law enforcement agents, or jail facilities.
- Respond to third party callers on the crisis lines, lifeline, and After-Hours lines.
- Provide 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
- Active engagement with teammates during shift.
- Document crisis line hours via Time Log at the end of each shift.
- Document call notes for each and every call.
- Utilize consultation as needed.
- After consultation with a supervisor, make outreach calls and referrals to CPS, APS, and emergency services in times of mandated reporting and imminent risk.
- Refer callers presenting with medium-high risk for suicide to the follow-up program
- Connect callers in crisis with the appropriate community resource
- Provide training and evaluation to volunteer crisis counselors
- Other duties as assigned
Responsibilities
Level of Authority
Knowledge and Skills Requirements (After Initial Training Period)
Rate of Pay and Benefits, Schedule / Remote Eligibility and Additional Requirements
Rate of Pay :
Evening and weekend bonuses are $1.50 / hour for shifts 4pm-11 : 59pm.
Supervision / Direction
Phone Counselors report to a Crisis Services Department Coordinator. This position receives a minimum of 30 minutes of individual supervision per month, and will also utilize consultation as needed. Crisis line phone counselors attend team huddles at the start of every shift. In addition, the phone counselor will attend 1.5 hours of mandatory weekly group supervision. Phone Counselors are strongly encouraged to attend all Staff Meetings on 2nd and 4th Wednesdays 9 : 30-10 : 45 am.
Additional Requirements :
Remote Work Eligibility : Eligible for hybrid work after initial training. Office located in North Oakland. Must be a California resident.
Salary : $5 - $24
