What are the responsibilities and job description for the Crisis Hotline Counselor position at EVERYMIND INC?
Job Details
Description
Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!
EveryMind is hiring Hybrid Crisis Hotline Counselors to join our Crisis Hotline team. The EveryMind Hotline provides supportive listening and crisis support for visitors experiencing mental health challenges in Montgomery County, across Maryland, and across the United States. Services are provided via phone, chat, and text.
We are currently recruiting for two upcoming training classes:
- Evening Shift: Begins in March
- Daytime/Afternoon Shift: Begins in April
All new hires must complete a six-week, primarily on-site training at our Rockville, MD office.
Why Join EveryMind?
EveryMind is a growing private independent nonprofit organization with 210 employees across 27 locations. We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to work in Montgomery County, Maryland by Bethesda Magazine. EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great lifework balance.
Our competitive compensation package includes:
- Medical, Dental, and Vision insurance options
- Employer Paid Life and Long Term Disability Insurance
- 401K Matching Benefit
- Highly Generous Leave Schedule of 50 Days (Vacation, Sick, Wellness Days, Holidays, Birthday leave, and much more)
- Professional Development and Growth Opportunities
- Employee Assistance Program
- Flexible Schedule
- Referral Bonus Program
- Employee Discount Program
- A Great Place to Work
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide hotline coverage for designated periods by phone, text and chat. Works on-site and/or remotely as a hotline specialist for all shifts within a 24/7 period.
- Support visitors on phone, chat, and text, handling crises situations, including suicidal contacts and confidential information.
- Effectively navigate multiple digital platforms simultaneously in a fast-paced environment.
- Complete all required documentation before logging off at the end of the shift.
- Report any service delivery, service quality and visitor-related issues to Shift/On-call Supervisor.
- Be present and responsive in the virtual workspace during scheduled work time.
- Maintain remote worksite to meet confidentiality, privacy and technological requirements.
- Work onsite as required, at the minimum of twice a month.
- Attend mandatory Hotline meetings, one on one supervision, supervision group and other meetings as scheduled.
- Complete required training and continuing education units.
- Attend community meetings and partnerships as needed.
- Assist Hotline with administrative tasks and projects as assigned.
- Will have the opportunity to assist Shift/On-call Supervisor to manage the virtual workspace.
- Perform other duties as assigned.
Supervision to be exercised:
Occasional supervision of interns and volunteers.
Supervision to be received:
Reports to Hotline Team Supervisor.
Qualifications
Minimum Qualifications:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong Personal Resilience and Mental Health:
Given the high-stress nature of the role, it is essential that candidates possess a high level of personal resilience and maintain stable mental health. This ensures that they are well-equipped to provide effective support and maintain the professional standards required for client care.
Education:
High school diploma or GED and two years of post-high school education. Some college coursework in Psychology, Social Work, or related field preferred
Experience:
One to three years’ work experience. Prior call-center experience, especially with a focus on providing emotional support, preferred.
Skills:
Strong interpersonal, written and verbal skills. Coordination and organizational skills. Must be able to work independently and multitask in a fast-paced environment and handle crises situations, including suicidal contacts and confidential information. Ability to identify appropriate resources and make referrals essential Strong computer skills with proficiency in Microsoft Office Suite, Zoom, Teams, and other technology platforms.
Abilities:
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners. Ability to express ideas with clarity, confidence and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts. Ability to efficiently navigate multiple digital platforms simultaneously while actively listening and conversing with callers, documenting conversations, and communicating with supervisors (both verbally and in writing) in a fast-paced call center environment.
Physical and Emotional Demands:
The physical and emotional demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.
Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must be available to perform the duties of the job during the assigned schedule. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.
Salary : $23 - $27
