988 WA Online Crisis Counselor I (67150)

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function

The primary responsibility of this full-time, hourly position is to respond to online chats and texts from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor provides non-judgmental, empathic crisis support using a crisis intervention model and, when necessary, suicide prevention techniques, to Visitors in self-defined crisis. This role also includes welcoming and coaching new counselors, offering ongoing support and consultation, and performing imminent risk assessments and mandated reporting in accordance with policy.

Principal Activities

• Respond to incoming chats and texts, providing crisis intervention, suicide prevention, and brief supportive counseling to individuals in emotional distress or considering suicide
• Conduct safety assessments in line with agency policies, funding requirements, accreditation standards, and Lifeline Best Practices
• Manage client interactions to ensure the appropriate level of support is provided efficiently
• Initiate police intervention procedures if a Visitor is identified as at immediate risk of harm to themselves or others
• Adhere to applicable state and federal laws, including HIPAA confidentiality requirements and mandated reporting (e.g., CPS, APS referrals, Tarasoff Duty to Warn)
• Collaborate with the crisis counselor team and Shift Leads on complex cases, ensuring a team-based decision-making process
• Consult with Shift Leads and Master's-level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, Tarasoff Duty to Warn, and imminent risk
• Use Microsoft Teams to communicate with remote staff and 988 Crisis Shift Leads
• Participate in staff meetings and training sessions focused on enhancing clinical skills and professional development
• Mentor and coach new staff to support their growth and integration into the team
• Contribute to an environment that focuses on ensuring integrity, respect, accountability, and trauma informed service
• Other duties as assigned

Effect on End Results

• Decrease the level of a Visitor’s crisis by engaging the Visitor and utilizing crisis intervention and de-escalation skills
• Reduce the risk for suicide by utilizing intervention techniques
• Respond to chats efficiently so Visitors are able to engage with an Online Crisis Counselor in the shortest amount of time possible