Crisis Phone Counselor

Description

JOB TITLE: Crisis Phone Counselor

DEPARTMENT: Crisis Intervention and Suicide Prevention Center

REPORTS TO: Crisis Center Supervisor

POSITION STATUS: Full-time, Non-Exempt- 32 to 40hrs per week; Part-time 22hrs per week: Hybrid Role (must be available for in person work)

SALARY: $28 per hour, $29 per hour for overnight shifts

OPEN SHIFTS: 

Mondays: 6:45am-10:45am, 10:45am-2:45pm, 2:45pm-6:45pm
Tuesdays: 6:45am-10:45am, 10:45am-2:45pm, 2:45pm-6:45pm
Wednesdays: 10:45am-2:45pm, 2:45pm-6:45pm
Thursdays: 10:45am-2:45pm, 2:45pm-6:45pm
Fridays: 6:45am-10:45am, 10:45am-2:45pm, 2:45pm-6:45pm 

Saturdays: N/A 

Sundays: N/A

DESCRIPTION:

StarVista is a 501(c)(3) nonprofit organization that has helped people of all ages throughout San Mateo County navigate life challenges for over 55 years. Our mental health, crisis intervention, youth housing, substance use, and early childhood services help thousands of individuals each year. StarVista’s services are rooted in strength-based, holistic practices and center diversity, equity and inclusion to ensure anyone who comes to StarVista can access support. StarVista’s values of respect, passion, partnerships, accountability, innovation and integrity foster an agency culture of support and growth.

POSITION PURPOSE AND OBJECTIVES:

Founded in 1966, the Crisis Intervention and Suicide Prevention Center was the first program of the organization known today as StarVista. As one of the first crisis centers in California, the StarVista Crisis Center has been dedicated to crisis intervention and suicide prevention for over half a century, offering free services to youth and adults of San Mateo County. 

The StarVista Crisis Center is accredited by the American Association of Suicidology and belongs to the Suicide Prevention Lifeline national network of crisis centers. 

StarVista’s Crisis Intervention and Suicide Prevention Center (CISPC) is the only 24-hour crisis intervention and prevention hotline in San Mateo County. This telephone-accessed service is staffed 24-hours a day; 365 days a year through a combination of paid staff and trained volunteers. The Center is both a critical first point of contact for people in need of referrals to social services and a last resort for people on the brink of suicide to reach out for help. Crisis line staff and volunteers serve over 13,000 callers annually from both San Mateo County’s local line and the 988 Suicide and Crisis Lifeline. 

A Crisis Center Phone Counselor works as a part of a larger team to respond to multiple incoming calls - skillfully and compassionately offering suicide risk assessments, crisis intervention, crisis de-escalation, mobile crisis dispatch, resource navigation and emotional support when needed. All phone counselors go through a 5-week training covering topics such as active listening, de-escalation, suicide risk assessment, intro to mental health, LGBTQ , disability, working with families, working with youth, and more. After successful completion of training, phone counselors will administer suicide risk assessments, provide phone de-escalation, facilitate resource navigation and support callers struggling with a wide array of difficulties. This is a hybrid position with work required both in office and from home during 4 and/or 8hr daily shift assignments as assigned by the Hotline Program Director.

Requirements

ESSENTIAL JOB FUNCTIONS:

• Respond to callers on 24/7 crisis line offering suicide risk assessments, crisis intervention, crisis de-escalation, resource navigation and emotional support to all callers. 
• Triage multiple calls at once, as needed. 
• Assess for safety, crisis, and suicidality and dispatch mobile crisis response when appropriate. 
• Develop in depth knowledge of San Mateo County cities and community resources, provide referrals and resources to callers. 
• Maintain strong communication on and off shift with shift partners, shift supervisor, and program leadership 
• Establish effective recording keeping practices on electronic database; enter all call records according to procedure by the end of assigned shift 
• Adhere to mandating reporting policy as outlined by state and local laws. 
• Provide training and evaluation to incoming phone counselor trainees. 
• Attend regularly scheduled supervision 
• Participate in all program related meetings- monthly team meeting, bi-annual crisis center training, agency-wide events, as well as continuing education opportunities. 
• Maintain knowledge and best practices of crisis intervention- suicide prevention, as well as other related topics (trauma informed practices, cultural response, etc.); Complete at least 10 hours of ongoing education each year. 
• Additional duties as needed and assigned by Hotline Program Director

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Ability to demonstrate positive empathy, respect for individuals, cultural responsiveness, and effective engagement skills 
• Moderate to advanced computer skills including basic troubleshooting 
• Ability to multitask and work independently in a fast-paced environment and display ethical problem-solving ability in crisis situations 
• Excellent interpersonal skills and ability to engage with and establish rapport with diverse communities in and beyond San Mateo County 
• Knowledge of San Mateo County cities and resources 
• Communicate effectively and compassionately with volunteers, staff, and callers. 
• Skilled in use of technology including multiple line telephones, computer (PC), laptop, software including Microsoft Word, PowerPoint, Excel, Outlook, and Microsoft TEAMS 
• Work collaboratively with others and to accept constructive feedback from volunteers, staff, and callers 
• Able to adhere to assigned schedules, timelines, deadlines; punctuality & dependability 
• Ability and willingness to work flexible hours 
• Must be able to successfully complete all Crisis Center training modules. 
• Ability to complete administrative duties, as assigned by Program Manager 
• Willingness to continuously improve skills and explore areas of growth through supervision, continuing education, and individual development 
• Understanding and dedication to mental wellness of suicide prevention 
• Adherence to all StarVista and Crisis Center policies and procedures
• Work independently as well as with a team; take initiative, some evenings and weekends required with advanced notice.
• Enjoys fast paced environments 
• Strong self-care practice 
• Ability to organize, multitask, and manage multiple assignments at once to meet specific goals and deadlines. 
• Flexibility in meeting changing priorities as the work requires 
• Able to function as part of a team and possess strong interpersonal skills 
• Support for agency direction, purpose and mission

MINIMUM QUALIFICATIONS:

• At least 21 years of age 
• Must live within San Mateo County (preferred) or connected counties 
• Minimum level of education is an undergraduate degree; may be substituted 
• for comparable work experience. 
• One year of related work experience in mental health, counseling, and/or crisis de-escalation; one year of crisis line phone counseling experience strongly preferred 
• Possess strong interpersonal and rapport building skills and can positively interact with others over the phone and in person. 
• Ability to pass crisis center onboarding training 
• Ability to maintain regular assigned schedule 
• Ability to use sound and ethical judgment during high stakes situations. 
• Have open availability to work within a 24/7 program, including weekends and holidays 
• Ability to pass a TB test and livescan background clearance.

BENEFITS: *Benefits applicable only to benefit eligible employees working 20 hours per week on a prorated basis

• Medical
• Dental
• Vision
• Basic Life & AD&D 
• Flexible Spending Account / Dependent Care Spending Account
• Employee Assistance Program
• Retirement Plan (non-matching)
• Sick Time
• Vacation Time
• Holiday Pay 
• Birthday Floating Holiday

We encourage you to apply if you think you would be a great fit but do not meet the preferred education/experience level. We welcome folks from all backgrounds and lived experiences and would love to learn more about how you may be a great fit for this role.

PM21

Salary : $28 - $29