Crisis Hotline Counselor (Afternoon/Overnight)

About the position Are you passionate about mental health and looking for a meaningful career? EveryMind is seeking Hybrid Crisis Hotline Counselors to join our dedicated team, providing vital support to individuals facing mental health challenges in Montgomery County, across Maryland, and nationwide. Our 24/7 crisis hotline offers compassionate listening, crisis intervention, and emotional support via phone, chat, and text. Upcoming Training Class Shift Openings: Afternoon & Overnight Training Start Date: March 3rd Paid Training Schedule: March 3rd–April 3rd | Monday–Friday, 9:00 AM–5:00 PM (primarily in-person at our Rockville, MD office; includes holidays but with holiday pay) All new hires must complete a five-week training to become certified and begin working their assigned fixed shift. Why Join EveryMind? EveryMind is a growing nonprofit organization with 210 employees across 27 locations. For nearly 65 years, we have been strengthening communities and empowering individuals to achieve optimal mental wellness. We have been recognized as a Top Place to Work in Montgomery County by Bethesda Magazine and are known for fostering a supportive and engaging workplace culture.

Responsibilities

• Provide hotline coverage for designated periods by phone, text and chat. Works on-site and/or remotely as a hotline specialist for all shifts within a 24/7 period.
• Support visitors on phone, chat, and text, handling crisis situations, including suicidal contacts and confidential information.
• Effectively navigate multiple digital platforms simultaneously in a fast-paced environment.
• Complete all required documentation before logging off at the end of the shift.
• Report any service delivery, service quality and visitor-related issues to Shift/On-call Supervisor.
• Be present and responsive in the virtual workspace during scheduled work time.
• Maintain remote worksite to meet confidentiality, privacy and technological requirements.
• Work onsite as required, at the minimum of twice a month.
• Attend mandatory Hotline meetings, one on one supervision, supervision group and other meetings as scheduled.
• Complete required training and continuing education units.
• Attend community meetings and partnerships as needed.
• Assist Hotline with administrative tasks and projects as assigned.
• Will have the opportunity to assist Shift/On-call Supervisor to manage the virtual workspace.
• Perform other duties as assigned.

Requirements

• High school diploma or GED and two years of post-high school education.
• One to three years’ work experience.
• Strong interpersonal, written and verbal skills.
• Coordination and organizational skills.
• Must be able to work independently and multitask in a fast-paced environment and handle crises situations, including suicidal contacts and confidential information.
• Ability to identify appropriate resources and make referrals essential
• Strong computer skills with proficiency in Microsoft Office Suite, Zoom, Teams, and other technology platforms.
• Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners.
• Ability to express ideas with clarity, confidence and sensitivity.
• Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
• Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts.
• Ability to efficiently navigate multiple digital platforms simultaneously while actively listening and conversing with callers, documenting conversations, and communicating with supervisors (both verbally and in writing) in a fast-paced call center environment.

Nice-to-haves

• Some college coursework in Psychology, Social Work, or related field preferred
• Prior call-center experience, especially with a focus on providing emotional support, preferred.

Benefits

• Comprehensive Health Coverage: Medical, dental, and vision insurance options
• Employer-Paid Life & Long-Term Disability Insurance
• 401K Matching Benefit
• Generous Paid Leave: 50+ days (Vacation, Sick, Wellness, Holidays, Birthday Leave & more!)
• Professional Development & Growth Opportunities
• Employee Assistance Program (EAP)
• Referral Bonus Program
• Employee Discount Program

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