Crisis Hotline Phone Counselor (Full-Time)
The Affiliated Sante Group
Summary
Sante is seeking Full-Time Phone Counselors to join our crisis intervention team in Timonium, MD. The primary goal of the Phone Counselor is to provide appropriate services for both the local hotline as well as the GBRICS call center which includes Baltimore County. These services may include supportive counseling, information and referrals, crisis intervention counseling, suicide prevention and intake screening of callers to the Mobile Teams, In Home Intervention Teams, Urgent Care Center and other BCCRS service components. This also includes dispatching appropriate services when needed as well as providing goal directed counseling, crisis planning, and follow up for clients served. This is an In-Person role. NOT REMOTE!
Job description
What You'll Do
- Have the ability to work in a highly stressful environment that deals with frequent suicidal callers.
- Assesses each caller's presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
- Document all information in appropriate client case.
- Can 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
- Completes an environmental risk and safety assessment and relays 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 in providing services to the community.
- Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
- If self-identified as a peer, participate in regular peer support sessions.
- Comply with the organization's Secondary Trauma Prevention policy.
- Develop appropriate and realistic crisis plan for clients when necessary
- Develop appropriate follow up tasks depending on nature and severity of symptoms
- Knowledge and familiarity with community resources, both behavioral health and non-behavioral health
- Active participation in the ongoing development of the program database
- 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
- Recognizes need for consultation with available supervisor and or team lead
- Participate in all required trainings
- Work with families and involved persons to deescalate current crisis
- Abide by all federal, state and local confidentiality and reporting regulations
- Comply with all of programs contractual and operational guidelines as outlined by your manager
- Check work e-mail according to agency protocol.
- Responsible for coverage on assigned Sante holiday shifts (Shifts may be of varied length to meet coverage needs. For example, 8-to-12-hour shifts may be assigned on these dates)
- Other duties as assigned
What We Require
- Bachelor's Degree in Counseling, Social Work, or a related field of study
- 1 year professional crisis work experience may be substituted for the education requirement
Requirements
- Bachelor's Degree in Counseling, Social Work, or a related field of study
- 1 year professional crisis work experience may be substituted for the education requirement
Benefits
- 403(b) with company match
- Medical, Dental & Vision
- Paid time off
- Sick leave
- Birthday off
- Training & career advancement
- Employee Assistance Program
- Wellness initiatives
- Calm App access
- Life and AD&D insurance
- Short-term disability
- Long-term disability
- Legal assistance
- Pet insurance
- Critical illness insurance
- Accident insurance
- Hospital indemnity insurance
- Flexible spending accounts
Company overview
The Affiliated Santé Group is a leading behavioral health organization and the largest provider of crisis response services in Maryland, with operations extending to North Carolina and Pennsylvania. Founded in 1973 as part of the Rock Creek Foundation, the organization has evolved into a comprehensive behavioral health provider with over 50 years of community service experience. As the administrative organization for the Santé Group of Companies, it oversees a consortium of behavioral health service providers dedicated to delivering compassionate, evidence-based care. The organization specializes in crisis intervention, outpatient mental health services, psychiatric recovery programs, senior outreach, and peer-led wellness centers. Their crisis response systems handle over 80,000 calls annually and provide immediate support through 24/7 call centers, mobile crisis teams, and urgent care services. With a strong commitment to recovery-oriented care, Santé focuses on person-centered treatment approaches that emphasize hope, resilience, and community integration. The organization operates multiple outpatient clinics, psychiatric rehabilitation programs, and specialized services for diverse populations including children, adults, seniors, and Spanish-speaking communities. Their innovative programs have been recognized as national models in behavioral health service delivery.