About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center that provides suicide prevention/intervention, crisis intervention, and professional consultation services, including triaging requests for behavioral health evaluations. We provide brief crisis counseling and assist the community and clients in determining what services are most appropriate for the current behavioral health crisis. We operate regional and 988 crisis lines throughout the state of Washington. Recognizing and nurturing Diversity, Equity and Inclusion is an integral part of our mission at Volunteers of America, Western Washington. Recognizing and nurturing Diversity, Equity and Inclusion is an integral part of our mission at Volunteers of America, Western Washington. In addition, valuing and fostering a diverse and inclusive culture are embedded in our values. Our mission is to empower, serve and strengthen communities in need, guided by core values of respect, allyship, integrity, stewardship, and empathy.

General Function:

This full-time, hourly position helps to divert behavioral health related calls from 911 by de-escalating callers, assessing for safety, providing crisis intervention, referrals to community resources, and brief supportive counseling services to callers transferred from 911 who are in emotional distress and/or seeking information about mental health services. The Colocation Crisis Counselors are co-located at the 911 center and complete all interactions with callers by telephone and/or SMS. The Colocation Crisis Counselors are responsible for utilizing Lifeline Best Practices for clients at risk for suicide including completing a thorough safety assessment, providing validation and emotional support, safety planning, mandated reporting procedures, and referring back to 911 for emergency interventions as needed. This position is responsible for referring callers to the larger 988 team for follow-up or to regional crisis lines as appropriate.

Principal Activities:

• Assist 911 call takers and 911 supervisors in identifying appropriate calls for 988 transfer
• Work collaboratively with 911 call takers, dispatch, and 911 supervisors to establish safety via police or EMS response when needed while de-escalating and providing emotional support to the caller
• Utilize the Computer Aided Dispatch (CAD) system and internal messaging feature to coordinate with 911 call takers and monitor developments in calls
• Provide crisis intervention, suicide prevention and brief supportive counseling to callers transferred from 911 who are in emotional distress and/or considering suicide
• Conduct safety assessments of callers according to agency/department policies, funding and accreditation requirements, and Lifeline Best Practices
• Manage interactions with clients to ensure appropriate level of support is provided in an efficient manner
• Operate within legal requirements of applicable state and federal laws including HIPAA confidentiality requirements regarding imminent risk and mandated reporting (i.e., Police Interventions, CPS & APS referrals, Tarasoff Duty to Warn)
• Consult with 911 supervisors and VOAWW Leads/Managers on any issues or questions about compliance, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, imminent risk, etc.
• Accurately, ethically, and efficiently document all client interactions in the CAD system
• Consistently meet or exceed established key performance indicator goals, incorporate new expectations into work duties as requested
• Utilize current technologies to interact with clients and members of the community
• Utilize Microsoft Teams to engage with remote VOAWW Behavioral Health staff
• Attend staff meetings and trainings designed to increase clinical skills and encourage professional development
• Act as mentors and coaches to new staff

Effect on End Results:

• Outstanding customer service and well-functioning 911/988 collaboration
• Divert behavioral health-related calls from 911 and de-escalate the level of a caller’s crisis by engaging them and utilizing crisis intervention skills and suicide intervention techniques as needed
• Meet key performance indicators as defined by funder, contractual, and accreditation requirements
• Excellent organizational skills, open communication, and addressing issues as they arise

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Qualifications:

• A bachelor’s degree in psychology, social work, or related field required. At least two (2) years of experience in a healthcare contact center and/or in mental health counseling. Suicide prevention, crisis intervention, and/or mental health information and referral services experience preferred
• Applicants should be comfortable working independently and as part of a team in a collegial group environment
• Ability to obtain necessary security clearance for accessing the CAD system and working on-site at the 911 center
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
• Ability to adapt and be flexible to changes in protocol and program needs

Required Skills:

• Fluency in the English language, both oral and written
• Courteous, empathic, and professional manner
• Knowledge of Motivational interviewing techniques
• Active listening skills to establish collaborative relationship with clients
• Efficiency with information-gathering and problem-solving to facilitate positive call resolutions
• Skills for collaborating with and facilitating
• Superior communication skills to convey information to clients clearly, accurately, and completely
• Ability to simultaneously talk and type while utilizing multiple screens and/or windows
• Demonstrated respect for diversity
• Ability to quickly and accurately document chart notes in an electronic medical record
• Efficiency with balancing pace and flow of conversation and call time

Benefits:

• Vacation and Sick Time: accruals are based on hours worked, available to use after 30 days of employment.
• Holidays: 8 paid per year
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) – medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Paid travel time between clients; Mileage reimbursement; and free trainings