Crisis Response Phone Counselor

Bright Futures Ahead
Baltimore, MD
Nov 17, 2022
Nov 30, 2022
Full Time
*Crisis Response Phone Counselor*A Crisis Response Phone counselor, will support clients facing urgent or crisis situations requiring immediate attention via telephone or chat modalities by evaluating needs, assessing risks, dispatching of police and other providers, documenting, collecting and monitoring of data, providing goal-directed counseling and crisis planning, and supporting clients through the crisis response system (CRS) process until discharge.*Essential Functions: ** Obtain necessary contact information for clients and documents accurate demographic information in client case* Effectively triage a call to the appropriate level of care* Conduct a lethality assessment of client and dispatch appropriate resources (police, EMT, MCT) when necessary* Completes an environmental risk and safety assessment and relays all information to MCT/patrol when necessary* Can effectively deescalate a client in crisis, over the phone* Develop rapport with callers in crisis and maintain objectivity and calm demeanor on the phone* Develop appropriate and realistic crisis plan for clients when necessary* Develop appropriate follow up tasks depending on nature and security of symptoms* Knowledge and familiarity with community resources, both mental health and non-mental health* Active participation in the ongoing development of the program database* Able to effectively communicate client needs while making internal agency referrals* Able to complete documentation in an accurate, thorough and timely manner* Ensure all tasks related to each case are completed during each shift worked* Recognizes need for consultation with available supervisor* Participate in all required trainings* Work with families and involved persons to deescalate current crisis* Abide by all federal, state and local confidentiality and reporting regulations* Comply with all of programs contractual and operational guidelines as outlined by your manager* Check work e-mail according to agency protocol* Other duties as assigned* Triaging crisis calls and obtaining client information.* Conducting lethality assessments and dispatching appropriate resources when needed* Deescalating clients in crisis over the phone* Completing environmental risk and safety assessments* Developing appropriate and realistic crisis plans and follow up tasks depending on nature and severity of client symptoms.* Effectively communicate clientsA$ cents A cents ' not A cents " cents needs while making internal agency referrals.* Completing documentation in an accurate and thorough manner* Knowledge and familiarity with community resources, both mental health and non-mental health*Required Qualifications: ** BachelorA$ cents A cents ' not A cents " cents s Degree in Human Services related field; OR ten (10) years of proven experience working on a crisis hotline*Preferred Qualifications: ** BachelorA$ cents A cents ' not A cents " cents s Degree in Human Services related field and at least two (2) years of proven experience working on a crisis hotline*Other Qualifications: *Must be able to work with A$ cents A cents ' not A "high-riskA$ cents A cents ' not A' consumers who have mental illnesses as well as developmental and physical disabilities. We expect all staff to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.*Required Documents: ** CPR/AED/First Aid* DLA-20* CJIS Criminal Background Check* Copy of yearly physical* Pneumonia / Flu Shot* Tetanus Shot* Drug Test* Certified DriverA$ cents A cents ' not A cents " cents s Record w/ no more than 2 points* Business Rider Insurance 100,000/300,000/100,000 endorsement on declaration page* Sexual Abuse Awareness Training Certification* Narcan* Stop the Bleed* Nappi De-escalation* Complete all Agency training*Disclaimer: ** All background checks, verification of credentials and fitness for duty have time frames for completion and required frequency.* In the event that background checks, credential verification or fitness for duty cannot be fully completed, the CEO will mitigate the hiring decision.*BFA is an Equal Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.As we operate as a 365 day per year service, Crisis Response Phone Counselors/ Staff must be available for day, evening, weekend and holiday shifts, as scheduled. Shift times are 8:00am-4:00pm, 4:00pm-Midnight, or Midnight-8:00am and if requested by the staff person, _9:00am-Midnight. While every effort may be made to create a schedule that meets the individual staff personA$ cents A cents ' not A cents " cents s needs, the schedule is created first and foremost to meet the needs of the program._Job Types: Full-time, Part-time