Crisis Call Center Clinical Counselor

Title: Crisis Call Center Clinical Counselor (Full Time)

Reports to: Crisis Call Center Weekday Day Program Supervisor

Job Objectives:

Responsibilities:

• Answer crisis calls while maintaining clinical service levels.
• Provide evidence-informed information and referral, brief supportive counseling, crisis intervention and suicide prevention support to callers and/or texters who are in emotional distress.
• Utilize resource guide to provide information and referral assistance to callers seeking, but not limited to: mental health services, substance use services, sexual assault, veteran services, domestic violence, physical disabilities, physical health, and/or developmental disabilities.
• Advocate for relevant resources, as well as locating and updating the Crisis Call Center resource guide.
• Provide follow-up to high-risk callers reporting suicidal and/or homicidal thoughts, and substance use.
• Adhere to policies and procedures for the program.
• Accurately and efficiently document crisis center calls.
• Provide clinical, administrative (shift reports), and technical support to individuals answering the calls or texts (i.e. bachelor level staff, per diem, and volunteers/interns).
• Provide “real time” support to Crisis Call Center Counselors experiencing difficulties on calls and handle escalated caller inquiries promptly and professionally when necessary.
• Initiate debriefing sessions with Crisis Call Center Counselors and volunteers/interns after they have taken a difficult call, text or when they need additional support.
• Collaborate with Program Manager, Program Supervisor(s) and Crisis Call Center Counselors in de-escalation of caller contacts that warrant supervisory intervention (through coaching of crisis call center counselors and/or contact with caller).
• Complete daily shift reports.
• Oversight of the Text4Teens services during shift as needed.
• Ensures HIPAA laws and MHA confidentiality policies are followed.

Other Duties:

• Duties outlined above are intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time. More importantly, duties are subject to change based upon the final design/model of the Orange County Crisis Call Center.

Qualifications:

• Licensed Clinical Social Worker (LCSW), Licensed Master Social Worker (LMSW) OR Licensed Mental Health Counselor (LMHC) with commensurate clinical training and experience.
• Copy of NYS license to practice (LMSW or LMHC) and current registration required by date of hire.
• National Provider Identification number preferred; instructions/assistance for securing NPI number will be provided if needed.
• Three years-experience with the practice of assessment and/or psychotherapy, crisis management, intervention.
• Bilingual Spanish/English preferred.
• Courteous, empathic, and professional manner
• Ability to work efficiently in a team setting, with collaborative partners and in a high-paced environment.
• Working knowledge of Motivational Interviewing and Strength-Based approaches.
• Knowledge of human service resources, that include, but are not limited to mental health, substance use, physical disabilities, physical health and developmental disability resources in Orange County, New York

. Experience with the practice of completing referrals, assessments, crisis management and interventions.

• Effective written and oral communication skills.
• Ability to maintain professional demeanor when handling crisis and ventilation contacts.
• Ability to exercise sound judgment under crisis situations and to abide by regulations regarding confidentiality.
• Efficiency with information-gathering, problem solving, and conflict-resolution.
• Ability to adapt and be flexible to changes in protocol and program needs.
• Proficiency in Excel and Microsoft Word required.
• Valid Driver’s License and ability to drive with current driving record acceptable for agency insurance coverage.
• Valid copies of personal auto-insurance, car inspection and registration required.

Terms of employment/benefits:

• Non-Exempt.
• Forty (40) hours per week. Schedule to be determined.
• Schedule may require irregular work hours due to the nature of operating 24 hours/7 days a week Crisis Call Center and it is expected that you will work the holiday if it falls on your assigned shift.
• Locations: Emergency Service Center in Goshen (22 Wells Farm Road, Goshen, NY) and Mental Health Association in Orange County, Inc. in Middletown (73 James P. Kelly Way, Middletown, NY).
• Paid holidays, vacation, personal and sick leave according to MHA policy.
• 40 hours of mandatory introductory Crisis Call Center training required.

Mental Health Association in Orange County, Inc. (MHA), is a private, not-for-profit organization seeking to promote the mental health and emotional well-being of Orange County residents. Under the leadership of a voluntary Board of Directors, MHA’s staff members, consultants and volunteers provide free mental health and safety net services to Orange County residents each year.

Why work for MHA in Orange County?

MHA is an agency that understands that its workforce is vital to our community and the mission of our agency. Our many benefits include:

1) Competitive compensation rates

2) 1 hour paid lunch for F/T employees

3) 4 Wellness Days annually for F/T employees

4) 14 Paid Holidays which includes 1 Floating Holiday

5) 403(b) Plan with discretionary matching

6) Employee benefits include: Medical / Dental / Vision / Flexible Spending Account-Health Saving Account / Dependent Care / Life Insurance / Supplemental Insurance for Medical Expenses.

7) Numerous opportunities extended for staff development and career growth.

8) Diverse employment opportunities. Licensed clinicians and bilingual staff are particularly sought. As an agency that provides 24/7 services, numerous shifts are also available.

Why is working for MHA in Orange County so rewarding?

Working with our program participants provides opportunities to give others life changing support. MHA’s staff are trained to offer compassion, inspire hope and teach the skills needed to overcome challenges. Come join our team and make a difference.

If you are seeking a stable and meaningful career, Mental Health Association in Orange County, Inc. is your agency!