Crisis Chat Text Counselor

Job description

Position Summary: Online Crisis Chat Text Counselor is responsible for providing emotional support to individuals utilizing Crisis Chat and Text services and to provide crisis intervention, emotional support, intervention, and resources to all contacts. Specialists will receive approximately 48 hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match texters with needed information. A high emphasis is placed on quality assurance for this role.

The first 6 weeks of onboarding include 1 week of virtual training followed by 5 weeks of on-site training in Columbia, Maryland. This is mandatory and non-negotiable.

Counselors are required to have an answer rate of 85% within the first 5 weeks in order to maintain remote work status.

Schedules:

• Thursday - Monday; 6:00pm - 2:00am
• Thursday - Monday; 2:00am - 10:00am

Primary Responsibilities:

• Provide crisis intervention to individuals in emotional distress through Crisis Chat and Text.
• Does an assessment of each chat/text visitor to determine the appropriate means of intervention.
• Completes risk assessment, safety planning, de-escalation, and follow-up with chat visitors.
• Establishes good rapport with a wide range of chat/text visitors.
• Provides crisis intervention counseling to a wide range of chat/text visitors.
• Intervenes with suicidal chat/text visitors including making an assessment and taking appropriate action, as well as tracing IP addresses and coordinating with emergency responders when active rescue is required.
• Is familiar with resources and provides information and referral to visitors as appropriate.
• Completes thorough documentation for all crisis chat/text. Documentation must be completed in real time.
• Completes 1.5 chats/texts per hour.
• The program will provide daily ongoing monitoring of chats and texts to ensure quality. The expectation is for counselors to score a minimum of 75% on the quality evaluation.
• Counselors are required to have an answer rate of 85% within the first 5 weeks in order to maintain remote work status.
• Completes weekly quality evaluation process.
• Attends weekly supervision.
• Ability to work independently with confidence, as well as work as an integral part of a team of professionals.
• Must be mature, empathetic; flexible and adaptable to varying situations and coverage needs.
• Reliable and able to adhere to schedules based upon call center needs.
• Ability to consistently adhere to call center program policies and procedures.
• Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
• Arrive on shift on time and properly attired.
• Assist in training new Crisis Chat staff.
• Meet with Crisis Chat Supervisors and Program Manager regularly to discuss program operations, concerns, and potential improvements.
• Complete yearly training as required per Lifeline.
• You must complete Crisis Worker Certification within 12 months of hire.
• Complete trainings as required by Grassroots.

Secondary Responsibilities:

• Ability to report on-site on an as needed basis.
• Other duties as assigned, required or needed.

Agency-wide Responsibilities:

• Participates in supervision, in-service training, and staff meeting.
• Maintains good working relationships with co-workers and positively contributes to group morale.
• Completes all administrative duties including time sheets, leave requests, etc. on time.
• Uses appropriate channels of communication to resolve conflicts with other staff. Interacts with staff, clients, and visitors in a professional and courteous manner.

Education and Experience:

• Bachelor's Degree required, master’s degree in counseling, Social Work, or mental health related field preferred.
• Bachelor's Degree from an accredited school with a minimum of 120 college credits, master's degree from accredited school with a minimum of 30 graduate school credits. Transcript or copy of degree(s) required.
• 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention.
• Computer skills with various software – Microsoft Products proficient skills required.

Skills and Abilities:

• Excellent oral and written communication skills.
• Ability to function successfully in an environment requiring immediate response to urgent situations.
• Knowledge of and familiarity with local and statewide community resources.
• Analytical and problem-solving skill.
• Computer skills with various software and the internet.

Work Conditions:

• Share office space with Crisis Chat Counselors
• Holiday and Evening coverage required. Depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Must be able to lift 25lbs.

Grassroots Rewards & Incentives:

Grassroots offers to pay 100% of the expenses for its Full-time employees wishing to take advantage in the following areas:

• Licensure and/or Renewal (ex. Clinical, Nursing, Medical, etc.)
• CEUs
• Professional Trainings and/or Conferences
• Field Certifications
• Instant wage increases for certifications achieved while employed.
• $250 Hiring Bonus for full completion of Onboarding and HR trainings.
• $500 Retention Bonus
• Small Loan Option at 0% Interest for 1 year

All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency’s 3-month probationary period, performance metrics, and/or signed agreements prior to registration and authorization by Grassroots leadership. All bonuses are subject to completion for all required HR and programmatic training.

Job Types: Full-time, Part-time

Pay: $24.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Medical Specialty:

• Public Health

Schedule:

• Day shift
• Evening shift
• Every weekend
• Holidays
• Monday to Friday
• Morning shift
• Overnight shift

Work Location: Hybrid remote in Columbia, MD 21045

Salary : $24 - $27