Lead Crisis Counselor

Lead Crisis Counselor

Department: Suicide Prevention

Location: SVC

Reports to:  Director, Program Manager, Crisis Center Supervisors

Status: Full-Time/Part-time

FLSA: Non-Exempt

Pay Range: $30.14 - $39.18/hr
EEO-1:  Professional

Organization Information

WellSpace's mission is "achieving regional health through high quality comprehensive care." We believe that everyone deserves to be seen, no matter who you are, where you come from, where you work or what place you call home. At WellSpace, we see you!  

We are driven to serve the whole person through comprehensive, integrated care, spanning medical, dental, behavioral health, and supportive services across the region. We do this by building a team of exceptional colleagues who are dedicated to our mission and becoming part of the communities we serve. 

As the region's largest Community Health System, WellSpace utilizes a Confluence Model to integrate an internal network of healthcare modalities, including Federally Qualified Health Centers (FQHC), Certified Community Behavioral Health Center (CCBHC), Drug Medi-Cal and Specialty Mental Health programs, California's second largest 988 Suicide and Crisis Lifeline Center, an independent Risk Bearing Organization (WellSpace Nexus), and more into a seamless confluence of care.

To ensure the highest quality of care, WellSpace is accredited by the Joint Commission for Ambulatory Care, Behavioral Health and as a CCBHC. Further, it is certified by the Joint Commission as a Primary Care Medical Home and a Behavioral Health Home. WellSpace's crisis programs are accredited by the American Association of Suicidology and the International Council for Helplines. 

Position Summary

The Lead Crisis Line Counselor is responsible for assisting in overseeing, training, and ensuring adherence to policies and standards for all Crisis Line Counselors and Volunteers. This position involves answering crisis hotline calls (such as Suicide Prevention Crisis Lines, Maternal Support Lines, etc.), providing immediate crisis intervention, emotional support, and necessary resources for callers. The Lead Crisis Line Counselor also ensures the accurate documentation of crisis calls, chats, and texts, while reviewing all data for accuracy. This position is crucial for maintaining confidentiality and providing expert guidance to the crisis team.

Required Qualifications

• Bachelor’s Degree required, preferably in psychology field.
• Previous experience in crisis intervention, counseling or psychology background is preferred.
• Skilled in use of technology including multiple line telephones, computer (PC), laptop, software including Microsoft Word, Power Point, Excel, Outlook, email.
• Ability to work independently, as well as working as an integral part of a team of professionals.
• Ability to consistently adhere to crisis center program policies and procedures and meet monthly minimum key performance indicators (KPI’s).
• Must be flexible and adaptable to varying situations.
• Ability to adhere to Crisis Center code of ethics.
• Willingness to work flexible hours depending on coverage needs.
• Successful completion of all crisis center training and a passing score on the crisis counselor exam within the first 21 days of employment.  A passing score and/or final evaluation is required before being released to work alone.
• Demonstrated commitment to the provision of services for the underserved and sensitivity working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic, and cultural origins; disabled, homeless, substance users, HIV (AIDS) infected, and/or physiologically impaired.
• Commitment to HIPAA and ability to abide by standards of professional ethics and maintain confidentiality.
• Adherence to infection control procedures, including but not limited to, standard precautions of temperature monitoring, hand washing, symptom self-monitoring, masking and social distancing.
• Assist and support the Center/Department/Program to meet standards of High Reliability.
• Excellent customer service experience including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
• Exceptional communication and interpersonal skills.
• Fluency in additional languages preferred.

Essential Responsibilities

• Provide daily support to crisis counselors and assist with the department’s quality assurance program for interactions.
• Assist with the guidance of all Crisis Counselors and volunteers.
• Train, monitor progress, and support Crisis Counselors and volunteers according to required curriculum, standards, and policies.
• Assist with hiring interviews, screening, and onboarding of new Counselors and volunteers.
• Perform suicide risk assessment according to procedure, triage callers for in-person or emergency. response, and provide behavioral health treatment/support referrals to help seekers in a consistent and non­judgmental manner.
• Assist management on ongoing training needs and provide weekly training updates to staff.
• Perform suicide risk assessment according to procedure, triage callers for in-person or emergency response, and provide behavioral health treatment/support referrals to help seekers in a consistent and non-judgmental manner.
• Complete required County documentation for the deployment of mobile crisis units according to county policy.  Maintain knowledge of requirements for each county.
• Ensure follow-up procedure is complete with law enforcement agencies for Imminent Risk for all help seekers during shift to confirm outcomes or re-engage help seekers as indicated. 
• Provide emotional support and adhere to the least invasive methods when responding to crisis lines, Crisis Chats/Texts, and warm line calls.
• Comply with 988/Vibrant’s continuing education requirements.
• Assist with filling open crisis line shifts to support consistent coverage and ensure uninterrupted crisis line operations.
• Offer and provide follow up calls to callers at risk of suicide, suicide loss survivors, and others.
• Provide detailed and thorough documentation for all crisis line calls and crisis chats/texts.
• Consistently adhere to call management guidelines.
• Provide reporting on crisis center data and outcomes throughout the year.
• Assist with maintaining and updating community resource database.
• Maintain confidentiality of both callers, crisis chat users, crisis center location, Crisis Line staff, and Crisis Line policy and procedure.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Other duties as assigned.

Benefits

Successful candidate will receive regionally competitive salary, above average health benefits at reduced costs, company paid life insurance & long-term disability insurance, additional voluntary retirement plan with company match and no vesting schedule requirement.

• Paid bereavement and jury duty leave
• 11 paid holidays per year
• Paid time off
• Paid sick leave
• Flexible Spending Program
• Company paid malpractice insurance for all providers
• Professional development hours offered annually

Physical Demands and Work Environment

The work environment is characteristic of an office environment.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit; use hands to handle, or feel.  The employee is also required to stand; walk; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.   The employee must also possess hearing and speech to communicate in person and over the phone.  The noise level in the work environment is usually quiet.

The employee may be in contact with individuals and families in crisis who may be ill, using substances and/or not attentive to personal health and safety for themselves or their homes. The employee may experience a number of unpleasant sensory demands associated with the client’s use of alcohol and drugs, and the lack of personal care.  The employee may also be exposed to bodily fluids (blood, urine) and hazardous chemicals.

WellSpace Health is committed to the principals of equal employment.  We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.  It is the intent of WellSpace Health to maintain a work environment free of harassment, discrimination, or retaliation because of age, race, religious creed, color, national origin, ancestry, physical disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws.  WellSpace Health is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WellSpace Health is an Equal Opportunity Employer