988 LGBTQI+ Youth Online Crisis Counselor I

Description

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:

This full-time, hourly position primarily involves answering online chats and texts from 988/The National Suicide Prevention Lifeline under the LGBTQI+ Youth subnetwork. The Online Crisis Counselor provides non-judgmental, empathetic emotional support, using crisis intervention and suicide prevention techniques as needed during online exchanges with visitors in crisis. Responsibilities also include welcoming and coaching new counselors, offering support and consultation to them as necessary, and performing imminent risk and mandated reporting procedures in accordance with policy. Additional duties may be assigned by the Program Coordinator.

Principal Activities:

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and brief supportive counseling to clients in emotional distress or considering suicide
• Offer population-specific, trauma-informed care to clients accessing the LGBTQI+ Youth Chat & Text service
• Conduct safety assessments following agency policies, funding requirements, and Lifeline Best Practices
• Manage client interactions efficiently to ensure appropriate support
• Initiate police intervention procedures if a visitor is at immediate risk of harm to themselves or others
• Adhere to legal requirements, including HIPAA and mandated reporting (e.g., CPS, APS referrals, 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 communicate with remote staff and 988 Crisis Shift Leads
• Attend staff meetings and training to enhance clinical skills and 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:

• Decrease the level of a Visitor’s crisis by engaging the Visitor and utilizing crisis intervention and de-escalation skills
• Reduce the risk for suicide by utilizing intervention techniques
• Respond to chats efficiently so Visitors are able to engage with an Online Crisis Counselor in the shortest amount of time possible
• Provide essential and critical crisis support to the high-risk population of LGBTQI+ Youth

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Qualifications

Requirements:

• Bachelor’s Degree in a social science/behavioral health or related field and one 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 and understanding of issues faced by LGBTQI+ youth

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