Job Description

Full Time Crisis Line Phone Counselor

Department: Crisis Services

Employment Type: Full Time

Location: Oakland, CA

Compensation: $25.00 / hour

Position Title: Crisis Line Phone Counselor Employment Type: Full Time Pay Rate: $25.00 per hour base pay
Shift Differential Eligibility: shift differentials: +$1.50 for evenings and weekends Mon-Fri 4p-12a and Saturday-Sunday 8a-12am. + $5/hr per hour for all shifts 12a-8a. Eligibility for Remote Work: Eligible for hybrid work after initial training. Benefits: Medical, Dental, Vision insurance eligibility. Retirement plan eligibility with 2% employer match. 13 paid holidays. Paid sick time off, paid vacation and paid floating holidays available. Schedule: 30 Hour Fixed Schedule comprised of 28 hours of direct line work (seven- 4 hour shifts) + 1.5 hours for weekly group supervision + individual supervision (for a total minimum of 30 hours).

Crisis Support Services of Alameda County (www.crisissupport.org), a non-profit community mental health agency, is seeking Crisis Line Phone Counselors to fill overnight, evening, and weekend shifts. The position is supporting CSS 988 capacity building. The Phone Counselor position answers calls on our 24 hour crisis lines, 988, National Suicide Prevention Line, and After-Hours lines to provide crisis intervention, information, and referral services to meet the needs of the community, adhere to the highest possible ethical standards, and comply with program policy and procedures. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts.
This position is best suited for people who enjoy thinking on their feet, collaborating with local behavioral health agencies, and working with people from diverse backgrounds. Join our team of dedicated staff and volunteers to help people in crisis connect to live saving resources in our community.
Supervision/Direction Received:Phone Counselors report to one of the Crisis Line Coordinators and will utilize consultation as needed. They attend/lead team huddles at the start of every shift. This position receives 30 minutes of supervision a week during the introductory period of employment, after which they will receive a minimum of 60 minutes of individual supervision per month. This position will utilize consultation as needed. In addition, the Phone Counselor will attend 1.5 hours of weekly group supervision. Phone Counselors are strongly encouraged to attend all Staff Meetings on 2nd and 4th Wednesdays 9:30am-10:45am when their schedule allows.

Level of Decision Making:Answer calls as they are presentedUtilize a wide range of crisis line interventions to meet the needs of crisis line and after-hours callersRecommend updates to call profilesRecommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include: CPS, APS, OmbudsmanRecommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a caller’s family memberRecommend program policies, practices, and purchases that increase the effectiveness of the Crisis Line program.

Roles & Responsibilities

• Responsible for responding to callers on the 24/7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988
• Responsible for responding to callers on the After-Hours lines including contacting the on-call crisis worker for requests from hospitals, law enforcement agents, or jail facilities
• Responsible for responding to third party callers on the crisis lines, lifeline, and After-Hours lines
• Responsible for providing client centered coaching and advocacy to callers on how to navigate systems of care for themselves and their loved ones to minimize traumatic experiences and increase successful connection with community resources
• Responsible for actively engaging with teammates during shifts.
• Responsible for documenting call notes for each and every call.
• Responsible for utilizing consultation as needed
• Responsible for making outreach calls and referrals to APS, CPS, and emergency services in times of mandated reporting and imminent risk, after consultation with a supervisor
• Responsible for referring callers presenting with medium-high risk for suicide to the follow-up program
• Responsible for connecting callers in crisis with the appropriate community resources
• Responsible for providing training and evaluation to volunteer crisis counselors
• Responsible for establishing a rapport, building connections with callers and taking responsibility for caller feedback
• Responsible for recognizing that caller-centered solutions and connectedness are key to providing crisis line intervention
• Responsible for displaying confidence and composure in crisis situations
• Responsible for communicating effectively and compassionately with volunteers, staff, and callers
• Responsible for Working collaboratively with teammates including sharing feedback and support in the spirit of community building.
• Responsible for Working independently using creativity and resourcefulness
• Responsible for a willingness to continuously improve skills through supervision, research, and individual development
• Responsible for recognizing the value that diversity and culture bring to an organization

Other duties as needed

Qualifications

• Flexibility and availability for evenings, overnights and weekends
• Ability to utilize supervision
• Excellent interpersonal and communication skills
• Values working cooperatively with others
• Ability to manage deadlines / handle confidential information in professional manner
• Sensitive to the cultural and ethnic diversity of Alameda County

Minimum Qualifications

• Must complete Background Check (DoJ) and LiveScan
• Must live within a 100 mile radius of Oakland, CA 94609
• Must be able to commute onsite to fulfill the role's onsite requirements
• Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine and at least one booster.) Or have a valid religious or medical exemption.
• Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for completing confidential work, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Agency Mission & Values

Agency MissionTo reach out and offer support to people of all ages and backgrounds during times of crisis, to work to prevent the suicide of those who are actively suicidal, and to offer hope and caring during times of hopelessness.
Agency ValuesWe care, from the inside out. With open hearts and minds, we build connections and remain committed to growth to be the best for the people we serve.
Justice, Equity, Diversity, and Inclusion StatementCSS works toward the elimination of the tragic experience of suicide in Alameda County and this cannot be accomplished without the elimination of racism, sexism, ableism, and other forms of oppression in our community. We acknowledge that dismantling systems of oppression requires active engagement and constant effort. In order to better serve the diverse communities of Alameda County, address the above inequities, and elevate voices and experiences of those directly impacted by suicidal thinking or behaviors.
CSS commits to:

• Encourage and support education, self-reflection, and both personal and professional development for all levels of CSS workforce and governance.
• Develop and provide services that incorporate the wisdom of the communities that CSS serves.
• Advocate for and promote policies that serve the mental health needs of diverse communities within Alameda County with the goal of creating a more robust crisis continuum that is not dependent on law enforcement and correctional facilities.
• Openly request, receive, and utilize feedback provided by community members and partner agencies to develop policies and processes.
• Continuously and critically review CSS policies, practices, and performance to demonstrate adherence to these diversity, equity, and inclusion commitments.

Crisis Support Services of Alameda County is an Equal Opportunity Employer (EOE) and committed to fostering a diverse and inclusive workplace. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. We value the range of life experiences our staff bring with them and are stronger for having staff and volunteers with lived experience of surviving suicidal crises.