[Hiring] 988 WA 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 from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor provides non-judgmental, empathic crisis support using a crisis intervention model and, when necessary, suicide prevention techniques, to Visitors in self-defined crisis. This role also includes welcoming and coaching new counselors, offering ongoing support and consultation, and performing imminent risk assessments and mandated reporting in accordance with policy.

Principal Activities

• Respond to incoming chats and texts, providing crisis intervention, suicide prevention, and brief supportive counseling to individuals in emotional distress or considering suicide.
• Conduct safety assessments in line with agency policies, funding requirements, accreditation standards, and Lifeline Best Practices.
• Manage client interactions to ensure the appropriate level of support is provided efficiently.
• Initiate police intervention procedures if a Visitor is identified as at immediate risk of harm to themselves or others.
• Adhere to applicable state and federal laws, including HIPAA confidentiality requirements and mandated reporting (e.g., CPS, APS referrals, Tarasoff Duty to Warn).
• Collaborate with the crisis counselor team and Shift Leads on complex cases, ensuring a team-based decision-making process.
• Consult with Shift Leads and Master's-level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, and imminent risk.
• Use Microsoft Teams to communicate with remote staff and 988 Crisis Shift Leads.
• Participate in staff meetings and training sessions focused on enhancing clinical skills and professional development.
• Mentor and coach new staff to support their growth and integration into the team.
• 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.

Qualifications

• 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.

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.

Benefits

• Vacation and Sick Time: 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.