Crisis Counselor - 988 Call Center

Type: Full-Time and Part-Time roles available

Reports to: 988 Crisis Supervisor

Shift: Multiple schedules available, all between 4:00 p.m. and 8:00 a.m.; ranging from 12 to 40 hours per week

Office Location: 1801 W. Warner, Suite 202, Chicago IL; in-office and hybrid working options available. Must be based in the Chicago area and available to come to the Chicago office in person for trainings, specific shifts and meetings several times per year.

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.

NAMI Chicago has been selected as the evening and overnight provider of 988 in the Chicago area; the 988 program will launch in January 2024. NAMI hopes to create a crisis Call Center of excellence, where 988 Crisis Counselors are well-trained and fully supported by an engaged leadership team, and where callers experience empathy, connection, and a sense of community.
Who We Are Looking For: The 988 Crisis Counselor contributes to NAMI Chicago’s overall mission by responding to individuals in crisis who have called the 988 suicide prevention hotline. The 988 hotline at NAMI Chicago is operational from 4:00 p.m. to 8:00 a.m., 7 days per week. The ideal candidate will have proven effectiveness working in an overnight or 24/7 environment. In addition, they will have direct experience with providing phone-accessed programs or services in areas such as crisis services, emergency services, and mental or public health services. They may have knowledge of crisis intervention practices, and behavioral patterns and effects of mental illness. They may also have familiarity with professional behavioral health standards, practices, and techniques, as well as medical terminology related to mental health crisis. In addition, they will have excellent communications skills and a keen interest in NAMI Chicago’s mission. It is important to note, the work of 988 Crisis Counselors may be stressful due to acuity of callers’ needs and trauma histories.

Responsibilities:

Crisis Counselors will:

• Engage callers to assess and de-escalate crises in the least restrictive manner to ensure caller safety over the phone
• Develop and assist in the implementation of crisis safety plans
• As appropriate, provide emotional support, motivational interviewing, assessment or referral, linkage, and consultation with other mental health service providers using NAMI Chicago’s database
• Elevate crisis calls based on standard operating procedures while also using clinical acumen and risk assessment skills.
• Report to assigned supervisor and actively seek consultation whenever necessary or requested by supervisor
• Build rapport with team members that fosters a team culture promoting NAMI Chicago’s values and vision for 988
• Actively participate in quality improvement activities to promote 988’s continual growth and improvement in quality of services provided
• Continually engage in training and professional learning to build skills and collaborate with other 988 team members
• Completion of required documentation within established timeframes.
• Use of an Electronic Client Record, and additional call management software.
• Maintain any applicable licensure and/or certification requirements.
• Maintain intake notes, agency resource records, and documentation using NAMI Chicago’s database system
• Maintain familiarity with, and adhere to, program policies and procedures
• Maintain confidentiality of privileged information and adhere to client privacy laws
• Document all critical incidents and utilize all agency procedures for proper documentation and record keeping
• Stay up to date on all required trainings

Essential Knowledge, Skills and Abilities:

• Ability to be respectful of all callers and to provide culturally appropriate, competent and individualized support in accordance with each client’s age, gender and gender identity, sexual orientation, race, ethnicity, religious beliefs, and culture
• Knowledge of professional behavioral health standards, practices, and techniques, as well as medical terminology related to mental health crisis.
• Knowledge of and ability to use appropriate behavior management techniques
• Understanding of personal and professional boundaries
• Time management skills
• Ability to respond in high stress situations with self-regulation
• Communication skills to include interpersonal, teamwork, and collaboration
• Conflict resolution and diplomacy skills

Qualifications & Requirements:

• Commitment to complete NAMI Chicago 988 training: 4 weeks of training, approximately 37.5 - 40 hours per week; offered during daytime hours. Attendance at training will be compensated.
• Education: Bachelor’s Degree in psychology, counseling, social work or related field is required.
• At least 1-2 years of clinical and/or crisis intervention experience is preferred.
• Knowledge of or experience in crisis response and/or suicide prevention program delivery.
• Computer Skills: Proficiency in Microsoft Office 365; Proficiency in Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by NAMI Chicago

Available Benefits:

• Compensation begins at $24.00 per hour.
• Full-time (35 hours plus) qualify for company-sponsored Medical, Dental and Vision benefits; Company Sponsored Life and AD&D Insurance; Unmatched 401k Program
• Company sponsored wellness activities

Covid-19 Note: In the spirit of caring for one another and our community, please note that upon accepting an offer of employment from NAMI Chicago, you will be required to share proof of a COVID-19 vaccination and booster upon eligibility. You may apply for a Medical or Religious Exemption in compliance with applicable laws and regulations.