Call Center Counselor

BCRI is a 501(c)(3) private non-profit behavioral health and crisis services organization. Since 1992, we have helped countless individuals overcome mental health and substance use disorders, regardless of ability to pay or time of day. Operating Call Center services, mobile response, crisis and substance use residential units, and more, we work in partnership with other city providers to create new and innovative ways to serve Baltimore City and Maryland's communities.

BCRI aims to provide high-quality services through holistic and trauma-informed care and resources, working closely with community partners to create a caring behavioral health ecosystem, and advocating for investments in the crisis services system.

Call Center Counselor(part-time and full-time available)

Job Scope:

The primary goal of the Call Center Counselor is to provide appropriate services to callers across Baltimore city, Baltimore County, Howard County, and Carroll County. These services may include supportive counseling, information and referrals, crisis intervention counseling, suicide prevention, and intake screening of callers to the Mobile Teams and other community services.

· Have the ability to work in a highly stressful environment that deals with frequent suicidal callers.

· Assesses each caller's presenting problem, support systems, coping skills, and level of emergency to determine appropriate intervention.

· Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.

· Completes all shift-to-shift communication forms, for effective transfer of information between shifts.

· Access bed registry and other resources to connect callers to services.

· Comply with the GBRICS Crisis Standards in providing services to the community.

· Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies' best practices when providing services.

· Participate in regularly scheduled supervision and debriefing sessions as appropriate.

· If self-identified as a peer, participate in regular peer support sessions.

· Comply with the organization's Secondary Trauma Prevention policy.

· Adhere to annual training requirements.

· Other duties as requested and required.

Educational Requirements:

High school diploma; Bachelor's degree preferred or Individuals with lived experience.

Experience:

One year of community mental health experience highly desired or lived experienced

Physical Demands:

Some walking, telephonic work, standing, climbing stairs, and sitting are required.

Moderating lifting up to 20 pounds.

Working Conditions:

Potential exposure to highly emotional and stressful situations.

Hazards:

Potential exposure to highly charged stressful and emotional situations; potential exposure to aggressive encounters.