988 Crisis Counselor - Full Time

Type: Full-Time (40 hours)

Reports to: 988 Supervisor

Office Location: Work from home position (not a remote “work from anywhere” role). Must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office (224 W. Hill Street, Suite 410, Chicago, IL) as requested.

• Shift: A mix of overnight, evening and day shifts are available, days TBD.
• Overnight shift (11:45PM – 8:15 AM)
• Day Shift (7:45AM - 4:15 PM)
• Evening shift (3:45PM – 12:15 AM)

Work schedules are subject to change as necessary to meet the Agency’s and its client’s needs. Reasonable notice is provided to facilitate personal planning.

Our 988 call center is open 365 days a year, 7 days a week, 24 hours a day, including all holidays. Employees, whose regular schedule lands on a holiday, will be expected to work on that day unless PTO is approved or a shift is traded.

Training: Each employee is required to complete a set training course prior to being eligible to answer calls for the 988 Suicide and Crisis Lifeline. The first day of training is in person at our Chicago office from 9 AM – 5 PM.

Beyond that, the training will be completed virtually using live and self-paced modalities. Facilitator-led training will be scheduled during a time of day that works for the majority of the training cohort (typically during the day or evening hours) but will always occur during the weekdays.

Self-guided training may be completed at the learner’s discretion but must be completed within the same week as they are scheduled. The training schedule will be provided on the first day of onboarding.

Background

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.

Who We Are

• An employer who prioritizes your wellness
• An employer who supports your growth
• An employer who sees and acknowledges all of you

An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey.

Who We Are Looking For

• Highly empathetic
• Detail-oriented and organized

Excellent Relationship Management and Interpersonal Skills

General Job Description: As a 988 Suicide and Lifeline Crisis Counselor, you will play a crucial role in providing immediate support and intervention for contacts experiencing emotional distress and mental health crises.

Operating within the framework of a national suicide and crisis hotline, you will offer empathetic listening, crisis intervention, and resources to access more support. This position demands strong communication skills, empathy, and the ability to remain calm under pressure.

This role may be demanding and requires continuous multitasking and the ability to think and work quickly on the computer using various apps and platforms.

Essential Functions and Responsibilities

Provide crisis intervention: Respond to incoming calls, chats, & texts on the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards.

Active Listening: Practice empathetic listening skills to understand contacts’ emotions, concerns, and needs.

Assessment: Conduct assessments of contacts safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline’s Safety Assessment Model with the assessment of the Four Core Principles of Safety Assessment. This may involve supporting a person who is at imminent risk of harm to self or others.

Crisis De-escalation: Utilize de-escalation techniques to help contacts regain a sense of control and stability during times of crisis.

Safety Planning: Collaborate with contacts to develop safety plans, identify coping strategies and supportive resources to manage crises effectively.

Empowerment: Empower contacts to explore their own strengths and coping mechanisms, fostering a sense of agency and resilience.

Resource Referrals: Offer access to appropriate mental health services, including mobile crisis teams, emergency departments and community resources using a vetted referral list provided by NAMI Chicago.

Documentation: Using NAMI Chicago and Vibrant’s client record management system, maintain accurate and confidential records of all interactions with contacts, adhering to privacy regulations and organizational policies. Systems require significant computer use and skills.

Confidentiality: Respects each contacts privacy rights under HIPAA and other applicable laws and regulations.

Follow-up: Schedule and/or make follow-up contact with help seekers for continued support at a date and time collaborated on by a crisis counselor and help seeker.

Collaboration: Coordinate with other crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel, to ensure comprehensive support for callers.

Adherence to Protocols: Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies.

Continuous Training: Participate in ongoing training and professional development opportunities to enhance crisis intervention skills and stay updated on best practices for crisis support.

Communication and Teamwork: Communicate effectively and frequently throughout shift with supervisors and crisis team staff; can promptly alert supervisors of concerns and seek guidance/support when needed. Embodies NAMI Chicago’s team approach by participating in on-shift huddles, weekly coaching sessions, team and organizational meetings, supporting co-workers, and attending scheduled trainings?

Wellness: Be an active participant in your wellness plan and effectively communicate your need for support.?? Adhere to the organization’s Wellness policy.

Other duties as assigned

Requirements

Education and Experience

Bachelor’s degree in social work, Psychology, Counseling or other related fields required; Master’s preferred

In lieu of the education requirement, a minimum of four years of professional experience providing counseling and case management services to individuals/families experiencing homelessness or other related populations may be considered.

Minimum of 1-5 years of relevant experience providing counseling, crisis, or case management with individuals or families experiencing behavioral health crisis (i. e., suicidal ideations, psychotic presentations, SUD/OUD, etc.).

Experience in telephonic outreach, crisis, and case management.

Familiar with community resources and how to work with law enforcement and other community organizations (i. e., Hospitals, outpatient clinics, etc.).

Experience with vulnerable populations.

Essential Knowledge, Skills, and Abilities

Strong interpersonal skills and the ability to build rapport with contacts in distress.

Excellent communication skills, both verbal and written. Including a clear and expressive speaking voice.

• Ability to work in a fast-paced and high-stress environment.
• Ability to work effectively and stay focused in an environment with regular interruptions.

Ability to be flexible, adaptable, and able to function successfully in an environment requiring immediate response to urgent situations.

Exhibits empathy, compassion, and a non-judgmental attitude towards individuals experiencing mental health crises, with a commitment to serving underrepresented and vulnerable populations, including social and racial/ethnic minorities, as well as those living with mental illnesses and/or substance use disorders.

• Willing to work in a diverse environment regarding race, ethnicity, culture, sexual orientation, and gender.
• Familiarity with Chicagoland resources and mental health services.
• Excellent self-awareness and commitment to prioritizing your wellness.

Exceptional ability to multi-task and excellent organizational skills. This includes attention to detail, problem-solving, and time management.

Welcomed Qualifications

• Previous experience at a suicide and crisis hotline
• Certification in crisis intervention or suicide prevention
• CADC, CRSS, CPRS Certification(s)

Strong computer and technology skills. You will be working across several different platforms simultaneously, and a strong foundation will make adjusting and troubleshooting platforms easier.

• Typing speed of at least 35-40 WPM
• Current ASIST or SafeTALK certification (In-house SafeTALK training provided quarterly)

Other Information

Working Conditions: NAMI Chicago 988 Lifeline Crisis Counselors work in a remote environment. The role may involve sitting for extended periods and using telephone and computer equipment. The role involves extended periods of looking at digital device screens.

The demanding nature of this work requires prioritizing self-care and being an advocate for your own wellbeing. Breaks are mandatory to comply with labor laws and to ensure Crisis Counselors get the reprieve they need to be successful.

This role requires a degree of flexibility with your availability and time during your scheduled shift (i. e. break times may vary if you are interacting with a person in crisis at the time of your scheduled break).

Other

Attend two quarterly virtual team meetings in the first month of the quarter in October and April as well as two in-person retreats in January and July.

During the second and third month of every quarter, attend one virtual team meeting as scheduled.

Must have a private, confidential space to work from in your home that is free of distractions for the duration of your shift. Must be able to work over a private, secure, password protected internet connection with a minimum speed of 300 Mbps (10 Mbps upload).

Available Benefits

• Company sponsored wellness activities.
• Medical, Dental and Vision benefits.
• Company sponsored Life