988 Crisis Follow up Counselor

Description

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center that provides suicide prevention/intervention, crisis intervention, and professional consultation services, including triaging requests for behavioral health evaluations. We provide brief crisis counseling and assist the community and clients in determining what services are most appropriate for the current behavioral health crisis. We operate regional and 988 crisis lines throughout the state of Washington. Recognizing and nurturing Diversity, Equity and Inclusion is an integral part of our mission at Volunteers of America, Western Washington. In addition, valuing and fostering a diverse and inclusive culture are embedded in our values. Our mission is to empower, serve and strengthen communities in need, guided by core values of respect, allyship, integrity, stewardship, and empathy.

General Function:

This full-time, hourly position is responsible for providing assessment, treatment planning, information and referral and follow-up for 988 Suicide and Crisis Lifeline clients experiencing behavioral health issues; provide linkage to available community services and resources that are appropriate to the caller’s needs. This position will also coordinate emergent follow-up calls from the 988 chat and text program.  This position will provide follow-up supportive services to ensure 988 Suicide and Crisis Lifeline clients at risk are connected to services in their home communities. 

Principal Activities:

• Reach out to callers for ongoing support and check-ins
• Coordinate/manage 988 Suicide and Crisis Lifeline chat and text follow up calls
• Assess the individual’s needs and collaboratively develops a plan to connect the person with needed services
• Provide excellent customer service in each client interaction
• Create and maintain accurate client records with a professional level of documentation
• Responsible for coordinating with Care Crisis Response Services staff to ensure ease of referrals from the National Suicide Prevention Lifeline callers in Washington State as well as callers from the regional crisis lines
• Process referrals and work with community partners to coordinate linkage to services
• Conduct suicide risk assessments including safety planning and means restriction
• Establish and maintain effective relationships with community partners and other referral sources
• Understand the process to refer to Mobile Crisis Outreach Teams in each region of Washington State
• Use the Washington State Provider One database to link callers to their assigned Managed Care Coordinators
• This position also completes other duties as assigned to assist in the overall function of the department
• Provide back-up coverage to other Regional Crisis Line and 988 programs as needed

Effect on End Results:

• To provide valuable information & referral telephone service to the community, and a valuable information & referral directory and database to agencies and companies in the community
• To maintain high standards and quality in the program, so as to be recognized as a valuable resource by the community and to generate income for the perpetuation of the program
• To provide accurate, useful information to clients, funding sources, human service professionals, and community decision-makers
• To ensure fully staffed telephone operation to the public during working hours
• To maintain volunteer and staff morale and participation
• To foster a feeling of cooperation and teamwork between human service agencies in the community and VOA programs

Qualifications

Qualifications:

• Certified Peer Counselor Certificate and 1+ years of experience in a related field preferred, or Bachelor’s degree in a behavioral health or social science and 2+ years of experience in a related field
• Fitness to obtain a credential through the Washington State Department of Health
• Ability to pass a background check and Center for Medicare/Medicaid Services eligibility screening
• Excellent written and oral communication skills
• Ability to deal effectively with the public both over the phone and in person
• Experience in multi-tasking, specifically with computer programs while engaging in a call and/or telehealth assessment
• Ability to gather and organize information
• Working knowledge of computers and Microsoft office products, including Word, Excel, and Outlook is required
• Self-starter and ability to work with little or no supervision
• Demonstrated respect for diversity

Physical Requirements:

Candidates for this position must be able to stand or sit, answer telephones, and use computers for sustained periods of time.  Driving may occasionally be involved, and anyone involved in an accident during work time will be subject to drug and alcohol testing. 

Benefits:

• Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
• Holidays: 8 paid per year
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) – medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Paid travel time between clients; Mileage reimbursement; and free trainings