[Hiring] Online Crisis Counselor I @Volunteers Of America Western Washington

Role Description

The primary responsibility of this full-time, hourly position is to respond to online chats and texts originating from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor provides non-judgmental, empathic, emotional crisis support using a crisis intervention model and suicide intervention techniques, as appropriate, for Visitors in self-defined crises. Online Crisis Counselors also participate in welcoming and coaching new counselors and perform other duties as assigned by the Program Coordinator. They provide support and consultation to new counselors and are responsible for adhering to imminent risk and mandated reporting procedures according to policy.

Principal Activities

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and supportive counseling to clients in emotional distress or at risk of suicide.
• Conduct safety assessments in line with agency policies, funding, accreditation, and Lifeline Best Practices.
• Manage client interactions to ensure efficient and appropriate support.
• Initiate police intervention procedures if a Visitor is at immediate risk of harm.
• Adhere to state and federal legal requirements, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS, 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 engage with remote staff and 988 Crisis Shift Leads.
• Attend staff meetings and trainings to enhance clinical skills and promote professional development.
• Mentor and coach new staff.
• Contribute to an environment that focuses on ensuring integrity, respect, and accountability.

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.

Qualifications

• Bachelor’s Degree in a social science/behavioral health or related field and one (1) year experience in a mental health or related field.
• 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.

Requirements

• 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.
• 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.

Benefits

• 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.

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.