[Hiring] Crisis Access Counselor @Rosecrance Behavioral Health

Role Description

The Crisis Access Counselor plays a critical role in providing immediate, compassionate, and professional support to individuals experiencing emotional distress, behavioral health crises, or acute psychological challenges. Responsibilities include:

• Assessing the caller’s needs and offering crisis intervention, emotional support, and guidance.
• Connecting individuals to appropriate resources or emergency services when necessary.
• Maintaining confidentiality and demonstrating empathy.
• Utilizing active listening skills to de-escalate potentially harmful situations.
• Collaborating with the Mobile Crisis Response team to ensure comprehensive care.

Qualifications

• Bachelor’s Degree in Psychology, Social Work, Counseling, or equivalent training or experience required.
• Must qualify at a minimum as a MHP per Illinois Department of Health Rule 132.
• Demonstrated experience in a contact center or remote-based counseling role preferred.
• Experience in a behavioral healthcare setting preferred.
• Knowledge of crisis de-escalation techniques and ability to remain calm in high-pressure situations.
• Strong verbal communication skills, including the ability to convey information accurately over the phone.
• Sound judgment to assess situations and determine the severity of crises.
• Working knowledge of contact center metrics, data management, and telephone systems.
• Excellent written and oral communication skills.
• Strong computer skills required, including proficiency in operating various software applications.
• Belief in the mission and vision of Rosecrance.

Requirements

• Work hours prescribed by leadership and any additional hours deemed necessary.
• Conduct assessments of callers in crisis to determine the severity of the situation.
• Provide immediate and appropriate crisis intervention using de-escalation techniques.
• Document client information and interactions in an Electronic Health Record.
• Employ active listening techniques to create a safe and supportive environment.
• Conduct a seamless transition of caller to Mobile Crisis Response counselors.
• Identify and connect callers to relevant community resources or emergency services.
• Facilitate the seamless transition of care when needed.
• Work with callers to develop safety plans when necessary.
• Contact emergency services or healthcare providers when a caller’s safety is at risk.
• Monitor Mobile Crisis Response staff availability and dispatch counselors accordingly.
• Understand and comply with the principles established by the Rosecrance Corporate Compliance Program.
• Perform all responsibilities in compliance with the mission, vision, values, and expectations of Rosecrance.
• Provide culturally competent and exceptional customer service consistently.
• Serve as a role model for other staff, clients, and customers.
• Assume other related duties as assigned by leadership.

Benefits

• Medical, dental, and vision insurance (multiple plan options to meet your needs).
• 401(k) with employer match & discretionary contribution.
• Group Life Insurance, LTD, and AD&D.
• Tuition assistance & licensure/certification reimbursement.
• Paid Time Off, sick time, bereavement leave.
• Referral program earning up to $1,000 per hire!
• Wellness program, including an on-site gym at select facilities.
• Discounts at participating retailers.
• Daily pay available through UKG Wallet for financial flexibility.