What are the responsibilities and job description for the NSPL Chat/SMS Counselor position at Vibrant Emotional Health?
NSPL Contact Center Counselor Part Time- English language fluency
This position is currently REMOTE.
New York, United States · Contact Center (H2H)
Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
- All of the shifts are evenings, weekends and overnights (swing shifts).
Position Objective:
This is an ideal position for individuals who are interested in helping others and contributing to their community. Counselors provide evidence-informed crisis intervention, suicide prevention, information & referral, and brief supportive counseling to individuals who contact the National Suicide Prevention Lifeline in emotional distress, particularly those at high risk for suicidal and/or homicidal thoughts and behaviors. Counselors interact with clients through SMS text messaging, and/or web chat. The position provides an opportunity to gain a wide range of clinical skills, and knowledge of the expanding field of behavioral and tele-mental health.
Major Duties and Responsibilities:
- Provide evidence-informed information and referral, brief supportive counseling, crisis intervention and suicide prevention support to chat/text visitors who are in emotional distress.
- Conduct assessments in accordance with program policies & procedures.
- Utilize resource referral database to provide information and referral assistance to chat/text visitors seeking mental health and substance abuse services.
- Provide follow-up to high-risk callers reporting suicidal and/or homicidal thoughts and behaviors.
- Participation in at least two Lifeline continuing education webinars per fiscal year
- Manage interactions to ensure appropriate level of support is provided in efficient manner.
- Adhere to policies & procedures for each service offered.
- Accurately and efficiently document client interactions.
- Meet or exceed established key performance indicator goals.
- Utilize SMS texting, and/or web chat to interact with clients.
- Other duties as assigned.
Requirements:
- Fluency in the English language both oral and written.
- Courteous, empathic and professional manner.
- Motivational interviewing.
- Active listening skills to establish working alliance with chat/text visitors.
- Efficiency with information-gathering, and problem-solving to facilitate resolution of inquiries.
- Superior communication skills to convey information clearly, accurately and completely.
- Ability to maintain professional demeanor when handling crisis and other difficult contacts.
- Efficiency with balancing pace and flow of conversation and chat/text time.
Qualifications:
- Bachelor’s degree in Psychology, Social Work, Mental Health Counseling, Forensic Psychology, Nursing or related field required.
- Experience working in Healthcare Contact Center and/or in Mental Health Counseling strongly preferred.
- Must be comfortable working independently and as part of a team in a collegial group environment.
- Valid NYS clinical license and registration are welcome.
- Must be able to commit to 3 weeks of paid training, Monday-Friday 9:30am-5:30pm without interruption
Salary: $25.28 Hourly
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
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