Crisis Counselor

Position Title: Crisis Counselor

Pay Rate: $23.00 - $27.00

Department: H2H Connect Contact Center

Reports to: Clinical Supervisor

Location: Remote

Schedule: Full-time 35 hour/week; Evenings and Overnights

*Evening shifts receive an additional 5% differential pay rate added to their check.

*Overnight shifts receive an additional 10% differential pay rate added to their check.

*New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role.

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Vibrant Emotional Health's Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect operates various hotlines, including New York City's NYC 988, New York State's HOPEline, the National Suicide Prevention Lifeline, the national Disaster Distress Helpline, and the NFL Life Line. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month and we expect this number to continue to grow.

Position Overview: Crisis Counselors provide evidence-informed crisis intervention, suicide prevention, information & referral, and brief supportive counseling to individuals who contact the NYC988 program in emotional distress, particularly those at high risk for suicidal and/or homicidal thoughts and behaviors. Crisis Counselors interact with clients through SMS text messaging, web chat and/or calls.

Duties/Responsibilities:

• Provide evidence-informed information and referral, brief supportive counseling, crisis intervention and suicide prevention support to callers and/or chat/text visitors who are in emotional distress.
• Provide follow-up to high-risk callers reporting suicidal and/or homicidal thoughts and behaviors.
• Participation in at least two Lifeline continuing education webinars per fiscal year.
• Adhere to policies & procedures for each service offered by the program.
• Accurately and efficiently document client interactions.
• Utilize SMS texting, and/or web chat to interact with clients.
• Other duties as assigned.

Required Skills/Abilities:

• Proficiency with motivational interviewing skills.
• Active listening skills to establish working alliance with callers and/or chat/text visitors.
• Efficiency with information-gathering, and problem-solving to facilitate resolution of inquiries.
• Superior communication skills to convey information clearly and concisely.
• Ability to maintain professional demeanor when handling crises and other difficult contacts.
• Efficiency with balancing pace and flow of conversation and call time.

Decision Making:

• Manage interactions to ensure the appropriate level of support is provided in an efficient manner.
• Identifies multifaceted problems affecting achievement of individual goals and provides solutions.

Scope of Responsibility/Accountability:

• Conduct assessments in accordance with program policies & procedures.
• Utilize resource referral databases to provide information and referral assistance to callers seeking mental health and substance abuse services.

Required Qualifications:

• Fluency in the English language both oral and written.
• Bachelor's degree in Psychology, Social Work, Mental Health Counseling, Forensic Psychology, or related field required.
• Minimum of 1-2 years experience working in behavioral health and/or call center.
• Experience working in behavioral health with call center experience strongly preferred.
• Must be comfortable working independently and as part of a team in a collegial group environment.
• Courteous, empathic and professional manner.
• Must be able to attend a 5-week training class without interruptions

Physical Requirements:

• Must be able to remain in a stationary position for at least 50% of the time.
• Will frequently communicate over video calls with internal and external stakeholders as well as team members.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

"Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does not charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address."