988 Crisis Counselor ll (69173)

Job DetailsJob Location: 41st Street - Everett, WA 98203Position Type: Full TimeEducation Level: Master's DegreeSalary Range: $28.97 - $32.02 HourlyJob Shift: AnyAbout 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 that allow us to better serve and uplift our community – and each other. 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: This full-time, hourly position provides crisis intervention, suicide prevention, information, referrals, and brief supportive counseling to individuals contacting the 988 Suicide and Crisis Lifeline by phone. Crisis Counselors work remotely or in a call center, interacting with clients exclusively by telephone. Responsibilities include using Lifeline Best Practices to support clients at risk for suicide by conducting thorough safety assessments, offering validation and emotional support, developing safety plans, and initiating emergency interventions or mandated reporting when necessary. This position also involves referring callers to regional crisis lines when appropriate. Principal Activities:  Provide crisis intervention, suicide prevention, and brief supportive counseling to clients experiencing emotional distress or contemplating suicide. Conduct safety assessments following agency policies, funding and accreditation requirements, and Lifeline Best Practices. Manage client interactions to ensure appropriate, efficient, and effective support. Adhere to legal requirements, including HIPAA confidentiality and mandated reporting (e.g., Emergency Services Interventions, CPS/APS referrals, Tarasoff Duty to Warn). Consult peers and supervisors on duty on compliance issues, including mandatory reporting, HIPAA, and imminent risk situations. Document all client interactions accurately, ethically, and efficiently. Consistently meet or exceed established key performance goals and adapt to new expectations as needed. Utilize current technologies to communicate with clients and community members. Use Microsoft Teams to collaborate with peers and supervisors on duty. Participate in staff meetings and training sessions to enhance clinical skills and support professional development. Mentor and coach new staff to ensure their success. Provide back-up support to other Regional Crisis Line and 988 programs as required. Effect on End Results: Outstanding customer service and well-functioning 988 team Decrease the level of a client’s crisis by engaging them and utilizing crisis intervention skills and suicide intervention techniques as needed Meet key performance indicators as defined by funder, contractual, and accreditation requirements Excellent organizational skills, open communication, and addressing issues as they arise #voaww2 QualificationsRequirements:  A Master's Degree in Psychology, Social Work, or related field required.  At least 1 year of experience in a healthcare contact center and/or in mental health counseling. suicide prevention, crisis intervention, and/or mental health information and referral services experience preferred 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 Required Skills:  Proficient in spoken and written English. Courteous, empathetic, and professional demeanor. Skilled in motivational interviewing techniques and active listening to build rapport with clients. Strong problem-solving and information-gathering abilities to resolve calls effectively. Excellent communication skills for clear, accurate, and complete client interactions. Ability to talk and type simultaneously while navigating multiple screens or windows. Proficient in documenting chart notes quickly and accurately in electronic medical records. Efficient in managing the flow of conversation and call duration. Home Office Technology Requirements Private and secure home office space with an enclosed with a door if there are cohabitants of any age. 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.