What are the responsibilities and job description for the 988 WA Online Crisis Counselor II position at Volunteers Of America Western Washington?
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. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.
Benefits (Full time)
- Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
- Competitive compensation
- 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, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.
General Function:
The primary responsibility of this full-time, hourly position is to respond to online chats and texts from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor provides empathetic, non-judgmental crisis support using crisis intervention and suicide prevention techniques for Visitors in self-defined crises. Counselors are also responsible for welcoming and coaching new team members, offering support and consultation as needed. Additionally, the Online Crisis Counselor will adhere to policy by conducting imminent risk assessments and performing mandated reporting procedures as required.
Principal Activities:
- Respond to incoming chats and texts, providing crisis intervention, suicide prevention, and brief supportive counseling to individuals in emotional distress or at risk of suicide
- Conduct safety assessments in accordance with agency policies, accreditation standards, funding requirements, and Lifeline Best Practices
- Manage client interactions to ensure appropriate and efficient support
- Initiate police intervention procedures when a Visitor is at immediate risk of harm to themselves or others
- Adhere to state and federal laws, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS referrals, Tarasoff Duty to Warn)
- Collaborate with the crisis counselor team and Shift Leads to make decisions in complex cases
- Consult with Shift Leads and Crisis Shift Managers on compliance issues such as mandatory reporting, HIPAA, and imminent risk
- Use Microsoft Teams to communicate with remote staff and 988 Crisis Shift Leads
- Participate in staff meetings and trainings to enhance clinical skills and professional development
- Mentor and coach new staff members
- 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:
- Masters Degree in a social science/behavioral health or related field and one (1) year experience in a mental health or related position
- 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:
We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals race, sex, age, national origin, disability status or any other protected characteristic.
