988 NBU Online Crisis Counselor I
Volunteers Of America Western Washington
Summary
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 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.
Job description
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 Master's 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
Qualifications
- Bachelor's 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
- 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
- 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
- Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory
- No Satellite Internet: Satellite internet service providers are not supported
Requirements
- Bachelor's Degree in a social science/behavioral health or related field
- One (1) year experience in a mental health or related field
- Agency Affiliated Counselor Registration required within 30 days of employment
- Passing a typing test with a score of 35 WPM or higher
- 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
- Ability to multitask, including talking and typing simultaneously
- Efficiency in documenting notes in electronic medical records
Benefits
- Vacation & Sick Time
- Paid Holidays
- Medical, Dental & Vision
- Health Savings Account (HSA)
- Flexible Savings Account (FSA)
- Employee Assistance Program
- 403(b) Retirement Matching
- Professional Development
Company overview
Volunteers of America Western Washington is a faith-based nonprofit organization dedicated to serving vulnerable populations across Western Washington. As part of the national Volunteers of America network, this regional affiliate focuses on providing comprehensive human services to individuals and families in need. The organization operates various programs including housing assistance for homeless individuals and families, behavioral health services, addiction recovery programs, and support for veterans. Their mission centers on helping people rebuild their lives through compassionate care and practical assistance. With a strong commitment to community development, Volunteers of America Western Washington collaborates with local partners to address pressing social issues such as homelessness, poverty, and mental health challenges. The organization embodies the spirit of volunteerism and community service that has characterized the Volunteers of America movement since its founding in 1896.