988 NBU Online Crisis 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.

Compensation and Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours per year
• Holidays: 8 paid per year 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

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:

The primary responsibility of this full-time, hourly position is to respond to online chats and texts originating from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor provides non-judgmental, empathic, emotional crisis support using a crisis intervention model and suicide intervention techniques, as appropriate, for Visitors in self-defined crises. Online Crisis Counselors also participate in welcoming and coaching new counselors and perform other duties as assigned by the Program Coordinator. They provide support and consultation to new counselors and are responsible for adhering to imminent risk and mandated reporting procedures according to policy.

Principal Activities:

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and supportive counseling to clients in emotional distress or at risk of suicide
• Conduct safety assessments in line with agency policies, funding, accreditation, and Lifeline Best Practices
• Manage client interactions to ensure efficient and appropriate support
• Initiate police intervention procedures if a Visitor is at immediate risk of harm
• Adhere to state and federal legal requirements, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS, Tarasoff Duty to Warn)
• Collaborate with the online crisis counselor team and Shift Leads on complex cases
• Consult with Shift Leads and Masters level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, and imminent risk
• Use Microsoft Teams to engage with remote staff and 988 Crisis Shift Leads
• Attend staff meetings and trainings to enhance clinical skills and promote professional development
• Mentor and coach new staff
• Foster an environment of integrity, respect, accountability, and trauma-informed service
• Contribute to an environment that focuses on ensuring integrity, respect, accountability, and trauma informed service
• Other duties as assigned

Effect on End Results:

• Decrease the level of a Visitors crisis by engaging the Visitor and utilizing crisis intervention and de-escalation skills
• Reduce the risk for suicide by utilizing intervention techniques
• Respond to chats efficiently so Visitors are able to engage with an Online Crisis Counselor in the shortest amount of time possible

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Requirements:

• Bachelors Degree in a social science/behavioral health or related field and one (1) year experience in a mental health or related field
• 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.