988 NBU Follow-up Crisis Counselor I

988 NBU Follow-up Crisis Counselor I

About 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. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Compensation and Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours per year
• 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/intervention, crisis counseling, and professional consultation. We support communities by providing crisis intervention services, behavioral health evaluations, and referrals to appropriate resources. CCRS operates regional and 988 crisis lines throughout Washington State, fostering Diversity, Equity, and Inclusion in alignment with our core values: respect, allyship, integrity, stewardship, and empathy.

General Function:

The primary responsibility of this full-time, hourly position is to make outgoing calls on referrals from the National Backup Program and answer online chats and texts from 988/The National Suicide Prevention Lifeline. The National Backup Follow-up Crisis Counselor provides non-judgmental, empathic crisis support using intervention models and suicide prevention techniques during online exchanges with Visitors in crisis. This role involves actively participating in welcoming and coaching new counselors, providing support and consultation as needed, and performing imminent risk assessments and mandated reporting procedures according to policy. Additional duties may be assigned by the Program Coordinator.

Principal Activities:

• Make outgoing calls to follow up on referrals from the National Backup Program
• Reach out to callers for ongoing support and check-ins
• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and brief supportive counseling to clients in emotional distress or at risk of suicide
• Provide excellent customer service during each client interaction
• Conduct safety assessments in accordance with agency policies, funding requirements, accreditation standards, and Lifeline Best Practices
• Manage client interactions to ensure efficient, appropriate support
• Initiate police intervention procedures when a Visitor is at immediate risk of harm to themselves or others
• Comply with applicable state and federal laws, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS referrals, Tarasoff Duty to Warn)
• Collaborate with the online crisis counselor team and Shift Leads in decision-making for 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 National Backup Shift Leads
• Attend staff meetings and trainings to enhance clinical skills and support professional development
• Mentor and coach new staff
• Contribute to an environment that focuses on ensuring integrity, respect, accountability, and trauma informed service
• Other duties as assigned

Effect on End Results:

• Provide a valuable information and referral service to the community and maintain an up-to-date directory and database for agencies and businesses
• Uphold high standards of quality to be recognized as a trusted community resource and generate income to sustain the program
• Deliver accurate and useful information to clients, funding sources, human service professionals, and community decision-makers
• Reduce Visitor crisis levels by engaging and applying crisis intervention and de-escalation skills
• Lower suicide risk through effective intervention techniques
• Ensure efficient chat responses, minimizing wait times for Visitors seeking support

#voaww2

Qualifications

Requirements:

• Bachelor’s Degree in a social science/behavioral health or related field  and one (1) year experience in a mental health or related position
• 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
• Demonstrated respect for diversity

Equal Employment Opportunity Statement:

At VOAWW, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different experiences and backgrounds, who share a passion for improving people's lives. The diversity of our employees is our greatest strength and includes all races, gender identities, age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Required Skills:

• 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
• Respect for diversity and cultural competency
• 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. 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