Crisis Hotline Phone Counselor (Overnight)

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

• Work in a highly stressful environment dealing with frequent suicidal callers.
• Absorb and 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.
• Maintain a rapport with the client and remain objective and composed on the phone.
• Effectively triage calls to the appropriate level of care.
• Conduct a lethality assessment of the client and dispatch appropriate resources (police, EMT, MCT, MRT) when necessary.
• Access bed registry and other resources to connect callers to services.
• Comply with the GBRICS Crisis Standards, Lifeline Standards, and Crisis Now Standards.
• 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.
• Recognize the need for consultation with available supervisors and team leads.
• Work with families and involved persons to deescalate current crises.
• Absorb and comply with all federal, state, and local confidentiality and reporting regulations.
• Participate in all required trainings.
• Ensure all tasks related to each case are completed during each shift worked.
• Check work email according to agency protocol.
• Responsible for coverage on assigned Sante holiday shifts.

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

• Experience working in a crisis response setting.
• Ability to work in a high-stress environment.
• Strong communication and de-escalation skills.
• Knowledge of community resources.
• Ability to document accurately and efficiently.
• Passion for helping individuals heal, recover, and thrive.

Skills

• Crisis intervention skills.
• Effective communication and de-escalation techniques.
• Knowledge of community resources.
• Ability to work independently and as part of a team.
• Strong organizational and documentation skills.

Benefits

• Roth 403(b) with company match.
• Comprehensive medical, dental, and vision insurance.
• Paid time off and sick leave.
• Annual birthday off.
• Ongoing development programs and career advancement opportunities.
• A welcoming, inclusive environment.
• Confidential support for life's challenges.
• Wellness initiatives and access to the Calm App.
• Recognition and rewards through Awardco platform and referral program.
• Exclusive discounts through FunEx and more.
• Flexible spending accounts (FSA) for healthcare and dependent care expenses.
• Short and long-term disability coverage.
• Optional legal assistance and transferable life insurance.
• Pet insurance for your furry family.
• Ancillary plans like critical illness, accident, and hospital indemnity.
• Financial Flexibility through FSA.

Pay

Salary Range: $24.00 to $26.50 per hour based on experience, plus a 20% differential for overnight shifts only!

Schedule

Full Time - Overnight Shift: 12:00am to 8:00am

Disclaimers

Santé Group Companies is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify.