988 NBU Online Crisis Counselor II

988 NBU Online Crisis Counselor II

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. Our strength lies in the brilliant tapestry of diversity that makes up our organization. We celebrate the unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. We value authenticity, respect, and inclusion. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Compensation and Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours per year
• 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

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention/intervention, crisis counseling, and professional consultation. We support communities by providing crisis intervention services, behavioral health evaluations, and referrals to appropriate resources. CCRS operates regional and 988 crisis lines throughout Washington State, fostering Diversity, Equity, and Inclusion in alignment with our core values: respect, allyship, integrity, stewardship, and empathy.

General Function:

The primary responsibility of this full-time, hourly position is to answer online chats and texts originating from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor is responsible for providing non-judgmental, empathic, emotional crisis support by utilizing a crisis intervention model as well as suicide intervention techniques as appropriate during an online exchange with a Visitor who is in a self-defined crisis. Online Crisis Counselors are responsible for actively participating in welcoming and coaching new counselors and other duties as assigned by the Program Coordinator. The Online Crisis Counselor will provide support and consultation to new counselors as needed and is responsible for performing imminent risk and mandated reporting procedures according to policy.

Principal Activities:

• Respond to incoming chats and texts, providing crisis intervention, suicide prevention, and supportive counseling to individuals in distress or experiencing suicidal thoughts
• Conduct safety assessments in accordance with agency policies, funding requirements, accreditation standards, and Lifeline Best Practices
• Ensure timely and appropriate support during interactions with clients, maintaining a trauma-informed approach
• Initiate police intervention and other necessary procedures when a Visitor is determined to be at immediate risk of harm to themselves or others
• Comply with state and federal legal requirements, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS referrals, Tarasoff Duty to Warn)
• Collaborate with the online crisis counselor team and Shift Leads to address complex cases and ensure effective decision-making
• Consult with Shift Leads and Master’s level Crisis Shift Managers on compliance-related issues, including reporting, HIPAA, Tarasoff Duty to Warn, and imminent risk
• Utilize Microsoft Teams to engage with remote staff and 988 Crisis Shift Leads
• Participate in staff meetings and trainings to enhance clinical skills and support professional development
• Mentor and coach new staff, fostering a supportive and inclusive work environment
• 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

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Qualifications

Qualifications:

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

Equal Employment Opportunity Statement:

At VOAWW, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different experiences and backgrounds, who share a passion for improving people's lives. The diversity of our employees is our greatest strength and includes all races, gender identities, age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.