Crisis Hotline Phone Counselor (Full-Time)

About the role

Santé Group Companies is seeking Full-Time Phone Counselors to join our crisis intervention team in Timonium, MD. The role involves providing services for the local hotline and the GBRICS call center, including crisis intervention, suicide prevention, and intake screening.

Responsibilities

• Assess each caller’s presenting problem, support systems, coping skills, and level of emergency to determine appropriate intervention.
• Document all information in appropriate client case.
• Effectively deescalate a client in crisis over the phone.
• Develop a rapport with client and maintain objectivity and demeanor on the phone.
• Effectively triage a call to the appropriate level of care.
• Conduct a lethality assessment of client and dispatch appropriate resources (police, EMT, MCT, MRT) when necessary.
• Complete an environmental risk and safety assessment and relay all information to MCT/MRT/patrol when necessary.
• Access bed registry and other resources to connect callers to services.
• Comply with the GBRICS Crisis Standards, Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices.
• Participate in regular peer support sessions if self-identified as a peer.
• Adhere to the organization’s Secondary Trauma Prevention policy.
• Develop appropriate and realistic crisis plans for clients when necessary.
• Complete follow-up tasks depending on the nature and severity of symptoms.
• 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.
• Recognize the need for consultation with available supervisor and/or team lead.
• Work with families and involved persons to deescalate current crises.
• Able to abide by all federal, state, and local confidentiality and reporting regulations.
• Able to comply with all of the program’s contractual and operational guidelines as outlined by your manager.
• Check work email according to agency protocol.
• Responsible for coverage on assigned Santé holiday shifts (shifts may be of varied length to meet coverage needs).

Requirements

• Bachelor’s Degree in Counseling, Social Work, or a related field of study.
• One year professional crisis work experience may be substituted for the education requirement.

Qualifications

• None specified.

Skills

• Excellent communication skills.
• Ability to work in a highly stressful environment.
• Knowledge of community resources, both behavioral health and non-behavioral health.
• Ability to make internal agency referrals.
• Ability to complete documentation accurately, thoroughly, and timely.
• Ability to recognize and address client needs.

Benefits

• Retail Retirement Plan with company match.
• Comprehensive medical, dental, and vision insurance.
• Paid time off and sick leave.
• Career advancement opportunities.
• Confidential support for life’s challenges.
• Ongoing development programs.
• Annual wellness initiatives and access to the Calm App.
• Referral program.
• Discounts through FunEx and more.
• Legal assistance and transferable life insurance.
• Pet insurance for your furry family.
• Financial Flexibility through FSA for healthcare and dependent care expenses.

Pay

Salary Range: $24.00 to $26.50 per hour based on experience.

Schedule

Available shifts: Day Shift: 8:00am to 4:00pm Evening Shift: 4:00pm to 12:00am Full Time.