988 Crisis Counselor - Full Time [Talent Pool]

Job Summary

Required Qualifications

• •Must maintain a private, confidential workspace in your home within the Chicago area
• •Must be able to attend in-person trainings and meetings at our Chicago office (224 W. Hill Street, Suite 410, Chicago, IL) as requested
• •Must be available for Evening Shift, 3:45 PM – 12:15 AM or Overnight shift, 11:45pm - 8:15 AM
• •Required to work three (3) of six (6) 'primary' holidays (Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, and New Years Day) as determined by supervisory staff
• •Required to work any other recognized organizational holiday that your shift aligns with
• •Highly empathetic
• •Detail-oriented and organized
• •Excellent relationship management and interpersonal skills
• •Strong communication skills
• •Empathy
• •Ability to remain calm under pressure
• •Continuous multitasking
• •Ability to think and work quickly on the computer using various apps and platforms
• •Respond to incoming calls to the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards
• •Practice empathetic listening skills to understand callers' emotions, concerns, and needs
• •Conduct assessments of callers' safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline's Safety Assessment Model with the assessment of the Four Core Principles of Safety Assessment
• •Support a person who is at imminent risk of harm to self or others
• •Utilize de-escalation techniques to help callers regain a sense of control and stability during times of crisis
• •Collaborate with callers to develop safety plans, identifying coping strategies and supportive resources to manage crises effectively
• •Offer access to appropriate mental health services, including mobile crisis teams, emergency departments and community resources using a vetted referral list provided by NAMI Chicago
• •Maintain accurate and confidential records of all interactions with callers, adhering to privacy regulations and organizational policies
• •Respects each caller's privacy rights under HIPAA and other applicable laws and regulations
• •Schedule and/or make follow-up contact with help seekers for continued support at a date and time collaborated on by a crisis counselor and help seeker
• •Coordinate with other crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel, to ensure comprehensive support for callers
• •Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies
• •Participate in ongoing training and professional development opportunities to enhance crisis intervention skills and stay updated on best practices for crisis support
• •Communicate effectively and frequently throughout shift with supervisors and crisis team staff
• •Promptly alert supervisor of concerns and seek guidance/support when needed
• •Participate in on-shift huddles, weekly coaching sessions, team and organizational meetings, supporting co-workers, and attending scheduled trainings
• •Be an active participant in your wellness plan and effectively communicate your need for support
• •Adhere to the organization's Wellness policy