Crisis Hotline Phone Counselor

Who We Are

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community. The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

What We’re Looking For

A full time Crisis Hotline Phone Counselor to provide linkage and assistance to hotline volunteers including telephone triage and screening of crisis calls, dispatching of police and other providers, documenting, collecting and monitoring of data. This individual is also responsible for providing goal-directed counseling and crisis planning, and for following with clients through the CRS process until discharge.

What You’ll Do

• Obtain necessary contact information for clients and documents accurate demographic information in client case
• Effectively triage a call to the appropriate level of care
• Conduct a lethality assessment of client and dispatch appropriate resources (police, EMT, MCT) when necessary
• Completes an environmental risk and safety assessment and relays all information to MCT/patrol when necessary
• Can effectively deescalate a client in crisis, over the phone
• Develop rapport with callers in crisis and maintain objectivity and calm demeanor on the phone
• Develop appropriate and realistic crisis plan for clients when necessary
• Develop appropriate follow up tasks depending on nature and security of symptoms
• Knowledge and familiarity with community resources, both mental health and non-mental health
• Active participation in the ongoing development of the program database
• Able to effectively communicate client needs while making internal agency referrals
• Able to complete documentation in an accurate, thorough and timely manner
• Ensure all tasks related to each case are completed during each shift worked
• Recognizes need for consultation with available supervisor
• Participate in all required trainings
• Work with families and involved persons to deescalate current crisis
• Abide by all federal, state and local confidentiality and reporting regulations
• Comply with all of programs contractual and operational guidelines as outlined by your manager
• Check work e-mail according to agency protocol
  
  

What We Require

• As we operate as a 365 day per year service, Phone Counselors must be available for day, evening, weekend and holiday shifts, as scheduled. While every effort may be made to create a schedule that meets the individual staff person’s needs, the schedule is created first and foremost to meet the needs of the program.
• Ability to work on-site in the Timonium, MD office.
• Ability to work a flexible shift on weekdays, weekends, evenings and possibly overnight.
• Ability to work one (1) Summer holiday and one (1) Winter holiday.
• At least two years of crisis or de-escalation experience.
• Possess at least a High School Diploma. Bachelor's Degree with a major focus in any Human Service field, preferred but not required.
  
  

What You’ll Get

• Salary Range for this role is $22.00 - $24.50. If you work overnight, you will be paid a shift differential. Salary is dependent on experience.
• The option to work a flexible shift, whether it's Full-Time, Part-Time or Overnights (if, available)
• Financial assistance for licensure fees.
• No cost supervision for clinical licensure.
• Opportunities for career growth, training and development, flexible work schedules and shifts.
• Company-wide wellness program.
• Paid parental leave.
• The rare opportunity to make a difference in the very community that you call home. We are leading providers in Behavioral and Mental Health!
• Smart, passionate, and engaged coworkers.
  
  

Disclaimers

The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

The Santé Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify.  http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf