Job description

Position Summary: The primary goal of the 988 Crisis Counselor / Care Control Specialist is to provide appropriate services to callers across Baltimore City, Baltimore County, Howard County, and Carroll County. These services may include supportive counseling, information and referrals, crisis intervention counseling, suicide prevention, and intake screening of callers to the Mobile Teams and other community services. Position involves answering multiple crisis line calls (including the National Suicide Prevention Lifeline, Maryland Helpline, 211 Health Check, Howard County Homeless Services local line, and others), and conducting housing assessments for eviction prevention and shelter requests. Grassroots is a 24/7 Crisis Program. The position involves providing resources, de-escalation, scheduling appointments, completing warm hand offs, and following up with callers. Able to provide a range of support from emotional support to full scale crisis de-escalation. Responsible for providing supportive services to help individuals regain a sense of safety, return to their normal level of functioning, and/or access ongoing treatment services as needed. Responsible for providing excellent service to those accessing the service by applying the equivalent of reflective listening and motivational interviewing skills in the context of telephonic exchanges. Have the special training and skills to interact via phone, to understand consumers’ unique circumstances and needs, render immediate emotional support, provide options for ongoing support/treatment and follow up to ensure needs are being met. This professional is patient, knowledgeable, empathetic and helpful.

Candidates for this position must reside within a reasonable location to the agency headquarters. Must be able to participate on site for orientation and mandatory training during the first 4 - 5 weeks and must be flexible to report onsite when required by supervisors.

Shifts Available:

Sunday - Thursday; 8:00am - 4:00pm

Tuesday - Saturday; 4:00pm - 12:00am

Primary Responsibilities:

• Have the ability to work in a highly stressful environment that deals with frequent suicidal callers.
• Assess each caller’s presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
• Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
• Access bed registry and other resources to connect callers to services.
• Comply with the GBRICS Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
• Participate in regularly scheduled supervision and debriefing sessions as appropriate.
• If self-identified as a peer, participate in regular peer support sessions.
• Comply with the organization’s Secondary Trauma Prevention policy.
• Adhere to annual training requirements.
• Does an assessment of each caller/walk-in to determine the appropriate means of intervention.
• Achieves good closure on contacts with recommendations or arrangements for follow-up calls,

walk-in, or referral to other agencies as needed.

• Is familiar with resources and provides information and referral to clients requesting information.
• Completes follow ups for all required calls.
• Completes thorough documentation for all calls (incoming & outgoing). Documentation must be at 100% completion rate and be input in the electronic system at the latest before the end of the shift. Live documentation is strongly recommended.
• Professionally document consumer demographic data and interactions within designated database/databases.
• Follow-up with clients to monitor and track successes and concerns.
• Respect each participant’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
• The program will provide daily ongoing monitoring of calls to ensure quality. The expectation is for care control specialists to score a minimum of 75% on the quality evaluation.
• Completes weekly quality evaluation process.
• Participates in a brief meeting at the beginning of the shift to review shift business including status of EOS, expected walk-ins, alerts, etc.
• Acts as a liaison between Crisis lines and other crisis programs, such as Shelter, Cold Weather Shelter, Code Blue Staff, Day Resource Center, Springboard, etc.
• Assist in training new Care Control staff.
• Meet with Crisis Line Supervisors and Program Manager regularly to discuss program operations, concerns, and potential improvements
• Arrives for remote shift on time.
• Other duties as requested and required.Secondary Responsibilities:
• Assist coordination of services for Code Blue and Cold Weather Shelter Clients
• Other duties as assigned, required or needed

Agency-wide Responsibilities:

• Reads 100% of all email communications and responds to emails in a timely manner.
• Participates in supervision, in-service training, and staff meetings
• Maintains good working relationships with co-workers and positively contributes to group morale
• Completes all administrative duties including time sheets, leave requests, etc. on time.
• Uses appropriate channels of communication to resolve conflicts with other staff
• Interacts with staff and clients in a professional and courteous manner.

Education and Experience:

• Bachelor’s Degree from an accredited school with a minimum of 120 college credits in Social Work or mental health related field.
• One year of community mental health experience highly desired or lived experience.
• Computer skills with various software – Microsoft Products proficient skills required
• Crisis Worker Certification preferred. Requirement to complete Crisis Worker Certification within 12 months of hire.

Skills and Abilities:

• Ability to work independently with confidence, as well as work as an integral part of a team of professionals.
• Must be mature, empathetic; flexible and adaptable to varying situations and coverage needs.
• Reliable and able to adhere to schedules based upon call center needs.
• Ability to consistently adhere to call center program policies and procedures.
• Skilled in the use of technology including telephones, computers (PC), laptops, software and email.
• Excellent oral and written communication skills.
• Ability to function successfully in an environment requiring immediate response to urgent situations.
• Knowledge of and familiarity with local and statewide community resources.
• Analytical and problem-solving skills.
• Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Reads, writes and speaks fluent English in order to convey information and ideas effectively.
• Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports.
• Demonstrates a systematic approach in carrying out tasks and assignments.
• Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems.
• Consistently ensures that participants are provided with attentive, courteous and informative service.
• Gains and shows personal satisfaction from delivering expected service elements.
• Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
• Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
• Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.

Work Conditions:

• Holidays, Evening and weekend coverage required. Depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations, potential exposure to aggressive encounters via telephone.
• Must be able to lift 25lbs.

Job Type: Full-time

Pay: $22.50 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Overnight shift
• Weekend availability

Education:

• Bachelor's (Preferred)

Experience:

• Crisis intervention: 1 year (Required)
• Crisis management: 1 year (Required)
• Suicide Prevention: 1 year (Required)
• Mental health counseling: 1 year (Required)

Language:

• Spanish (Preferred)

License/Certification:

• Driver's License (Preferred)
• CPI Certification (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: Remote

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