Native and Strong Lifeline Chat & Text Crisis Counselor

Description

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.

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:

This full-time, hourly position primarily involves answering online chats and texts from the Native and Strong Lifeline Chat & Text subnetwork. The Online Crisis Counselor provides non-judgmental, empathetic emotional support, using crisis intervention and suicide prevention techniques as needed during online exchanges with visitors in crisis. Responsibilities also include welcoming and coaching new counselors, offering support and consultation to them as necessary, and performing imminent risk and mandated reporting procedures in accordance with policy. Additional duties may be assigned by the Program Coordinator.

This role serves the American Indian and Alaskan Native population, including Tribal members, descendants, First Nations, unrecognized tribes, and tribally affiliated community members.

Principal Activities:

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and brief supportive counseling to visitors in emotional distress or considering suicide
• Offer population-specific, trauma-informed care to visitors accessing the Native and Strong Lifeline Chat & Text service
• Conduct safety assessments following agency policies, funding requirements, and Lifeline Best Practices
• Manage visitor interactions efficiently to ensure appropriate support
• Initiate police intervention procedures if a visitor is at immediate risk of harm to themselves or others
• Adhere to legal requirements, including HIPAA and mandated reporting (e.g., CPS, APS referrals, Tarasoff Duty to Warn)
• Collaborate with the online crisis counselor team and Shift Leads on complex cases
• Consult with Shift Leads and Shift Managers on compliance issues, including mandatory reporting, HIPAA, and imminent risk
• Use Microsoft Teams to communicate 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, accountability, and trauma informed service
• Other duties as assigned

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Qualifications

Requirements:

• Tribally affiliated. This can either be tribal enrollment or descendancy with ties to a tribal community
• High school diploma or equivalent preferred and at least one (1) ear of experience in a mental health position
• Knowledge of Native populations in Washington State preferred
• 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 understanding of issues faced by tribal communities

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.