988 Crisis Follow-up Counselor I

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention/intervention, crisis counseling, and professional consultation. We support communities by providing crisis intervention services, behavioral health evaluations, and referrals to appropriate resources. CCRS operates regional and 988 crisis lines throughout Washington State, fostering Diversity, Equity, and Inclusion in alignment with our core values: respect, allyship, integrity, stewardship, and empathy.

General Function:

This full-time hourly position assesses and supports 988 Suicide and Crisis Lifeline clients, offering treatment planning, referrals, and follow-ups for behavioral health needs. Responsibilities include coordinating emergent follow-up calls from the 988 chat and text program and ensuring at-risk clients are connected to appropriate community services.

Principal Activities:

• Provide ongoing support and check-ins with callers
• Manage and coordinate follow-up calls for the 988 Suicide and Crisis Lifeline chat and text program
• Assess individual needs and collaboratively develop plans to connect clients with appropriate services
• Deliver excellent customer service in all client interactions
• Maintain accurate, professional client records and documentation
• Coordinate with Care Crisis Response Services staff to facilitate referrals from Washington States National Suicide Prevention Lifeline and regional crisis lines
• Process referrals and collaborate with community partners to link clients to services
• Conduct suicide risk assessments, including safety planning and means restriction
• Build and sustain effective relationships with community partners and referral sources
• Understand the referral process for Mobile Crisis Outreach Teams across Washington State
• Use the Washington State Provider One database to connect callers with their assigned Managed Care Coordinators
• Provide back-up support for other Regional Crisis Line and 988 programs as needed
• Contribute to an environment that focuses on ensuring integrity, respect, accountability, and trauma informed service
• Other duties as assigned

Effect on End Results:

• Provide a reliable information and referral telephone service to the community and maintain a comprehensive directory and database for agencies and businesses
• Uphold high program standards to be recognized as a trusted community resource and support program sustainability through generated income
• Deliver accurate and helpful information to clients, funding sources, human service professionals, and community decision-makers
• Ensure the telephone service is fully staffed and operational during working hours
• Maintain strong volunteer and staff morale and active participation
• Promote cooperation and teamwork between community human service agencies and VOA programs

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Requirements:

• A bachelor's degree in psychology, social work, or related field required
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
• Passing a typing test with a score of 35 WPM or higher
• Demonstrated respect for diversity

Required Skills:

• Fluency in English (oral and written)
• Courteous, empathic, and professional demeanor
• Proficiency in Motivational Interviewing and active listening
• Strong problem-solving and information-gathering skills
• Superior communication skills to convey information clearly and effectively
• Ability to multitask, including talking and typing simultaneously
• Respect for diversity and cultural competency
• Efficiency in documenting notes in electronic medical records

Home Office Technology Requirements

• High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof
• Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations
• No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery

Equal Employment Opportunity Statement:

At VOAWW, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different experiences and backgrounds, who share a passion for improving people's lives. The diversity of our employees is our greatest strength and includes all races, gender identities, age, disability status, veteran status, sexual orientation, religion and many other parts of ones identity. All of our employees points of view are key to our success, and inclusion is everyone's responsibility