[Hiring] Call Center Counselor @CarePoint Response

Role Description

Help Clients Begin Their Path to Recovery. Be the steady support clients need during treatment — guiding them through assessment, counseling, and care planning with compassion and clinical expertise.

We are seeking a Call Center Counselor to support individuals receiving care by coordinating transitions across the system of care and serving as a key point of engagement for callers. In this role, you will:

• Assess needs across mental health, medical, and social service domains.
• Initiate referrals to internal and external providers.
• Actively monitor progress toward individualized goals.
• Partner closely with individuals, their identified care teams, and community stakeholders to facilitate timely access to services, including residential admissions when appropriate.

This position requires the use of person-centered, evidence-based practices and strong collaboration within a multidisciplinary team to ensure high-quality, coordinated care.

What You’ll Do:

• Supports the delivery of services and engagement of individuals under care by participating in supervision and team meetings.
• Uses person-focused evidence-based best practices to recognize and honor the caller’s unique needs, strengths, preferences, and goals.
• Assesses the needs of the individual receiving care across multiple domains including mental health, medical, social, and other services by completing needs assessment and other appropriate tools.
• Initiates and submits referrals to medical and behavioral health care, community programs, and service providers.
• Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care.
• Collaborates with care team members for admission into the residential milieu through the bed registry, and/or by engaging external stakeholders and service providers when appropriate and as directed during these transitions.
• Demonstrates adherence to program, department, and company policies, expectations, and behavioral competencies, both explicit and implicit.
• All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.

Qualifications

• High School Diploma, GED, or Equivalent, Required
• College degree in Human Services or related field, Strongly Preferred
• One year work engagement or experience with individuals living with dynamic and complex behavioral health needs, Preferred
• One year community health or lived experience, Preferred

Benefits

• Make a direct impact in clients’ recovery journey.
• Medical, Dental, and Vision Insurance.
• 403(b) Retirement Plan.
• Generous PTO – Vacation, Sick, Personal, and Holidays.
• Tuition Reimbursement & Professional Development Support.
• Be part of an innovative, mission-driven team transforming behavioral health care.