Crisis Counselor - 988 Call Center

Description

Type: Full-Time 

Reports to:  988 Crisis Supervisor 

*Days of the week subject to change to meet the needs of the program.  Required to work three (3) of six (6) “major” 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.  

Commitment to complete NAMI Chicago 988 training:  3-4 weeks of training, approximately 37.5 - 40 hours per week.  Attendance at training will be compensated.

Office Location: Fully remote position. Must be based in the Chicago area and available to come to the Chicago office (1801 W. Warner Avenue, Suite 202, Chicago, IL) for the first two days of onboarding training, and additional required in person trainings and meetings several times per year.   * Please note that the NAMI Chicago office will be relocating to the Old Town Area at 204 West Hill in Fall 202 

Background: Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.

Who We Are Looking For:   The 988 Crisis Counselor contributes to NAMI Chicago’s overall mission by responding to individuals in crisis who have called the 988 suicide prevention hotline.  The 988 hotline at NAMI Chicago is operational from 4:00 p.m. to 8:00 a.m., 7 days per week.  The ideal candidate will have proven effectiveness working in an overnight or 24/7 environment.  In addition, they will have direct experience with providing phone-accessed programs or services in areas such as crisis services, emergency services, and mental or public health services.  They may have knowledge of crisis intervention practices, and behavioral patterns and effects of mental illness.  They may also have familiarity with professional behavioral health standards, practices, and techniques, as well as medical terminology related to mental health crisis.  In addition, they will have excellent communications skills and a keen interest in NAMI Chicago’s mission.  It is important to note, the work of 988 Crisis Counselors may be stressful due to acuity of callers’ needs and trauma histories.  

Responsibilities:

• Respond to calls for the 988 Suicide and Crisis Lifeline; callers of all ages who may be experiencing emotional distress, mental health crisis, and those who may be actively suicidal 
• Provide excellent service and render immediate emotional support to callers by utilizing active listening, motivational interviewing, and crisis intervention skills to understand callers’ unique circumstances and needs, provide options for ongoing support/treatment and follow-up to ensure needs are being met
• Place outgoing and follow-up calls to callers, third party and community resources when needed 
• Communicate effectively and frequently throughout shift with supervisors and crisis team staff; can promptly alert supervisor of concerns and seeks guidance/support when needed 
• Maintains accurate documentation, agency resource records, and documentation using NAMI Chicago’s database system
• Respects each caller’s privacy rights under HIPAA and other applicable laws and regulations
• Partner with providers across Chicago to advocate for the needs of those we encounter and ensure appropriate connection to needed services
• Embodies NAMI Chicago’s team approach by participating in on-shift huddles, weekly coaching sessions, team and organizational meetings, supporting co-workers, and attending scheduled trainings 
• Participates in on-going training and professional development opportunities
• Adhere to the organization’s Wellness policy 
• Other duties as assigned

Requirements

Essential Knowledge, Skills, and Abilities:

• Demonstrates commitment to serving underrepresented and vulnerable populations, including social and racial/ethnic minorities as well as those living with mental illnesses and/or substance use disorders 
• Willing to work in a diverse environment regarding race, ethnicity, culture, sexual orientation, and gender 
• Exhibits sensitivity, empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance  
• Must be flexible, adaptable, and able to function successfully in an environment requiring immediate response to urgent situations.  
• Excellent self-awareness with ability to be an active participant in your wellness plan and effectively communicate your need for support.  

Minimum Qualifications:

• Bachelor’s degree in Social Work, Psychology, Counseling or other related fields required; Master’s preferred. 
• Proficiency in Microsoft Windows, Microsoft Office, and database management.
• Minimum of 1-5 years of relevant experience providing counseling, crisis, or case management with individuals or families experiencing behavioral health crisis (i.e., suicidal ideations, psychotic presentations, SUD/OUD, etc.).
• In lieu of the education requirement, a minimum of four years of professional experience providing counseling and case. management services to individuals/families experiencing homelessness or other related populations may be considered.  
• Experience in telephonic outreach, crisis, and case management. 
• Familiar with community resources and how to work with law enforcement and other community organizations (i.e., Hospitals, outpatient clinics, etc.).
• Experience with vulnerable populations. 
• Exceptional ability to multi-task and excellent organizational skills. This includes attention to detail, problem-solving, and time management.  

Welcomed Qualifications:

• Excellent written and verbal communication skills.
• Excellent case management skills with a proven record of accomplishment of success.
• Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility. 
• Familiar with community resources and how to work with law enforcement and other community organizations (i.e., Hospitals, outpatient clinics, etc.).
• Organized 
• Problem solver 
• Growth mindset 

Available Benefits: 

• Compensation begins at $24.00 per hour
• Full-time (35 hours plus) qualify for company-sponsored Medical, Dental and Vision benefits; Company Sponsored Life and AD&D Insurance; Unmatched 401k Program 
• Company sponsored wellness activities