Crisis Hotline Counselor (Full Time, Overnight)

EveryMind is hiringFull Time Overnight Crisis Hotline Counselorsto join our Hotline team with fully paid training starting April 30th 2024.This role is responsible for responding to contacts as well as completing required documentation for a 24/7 hotline.

The EveryMind Hotline provides supportive listening and crisis support for visitors experiencing mental health challenges in Montgomery County, across Maryland, and across the United States. Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent.

This is a Hybrid position. During the first 30-60 days all new hires will be REQUIRED to come into our Rockville, MD office for training on scheduled days M-F from 9am-5pm. After training you will be required to work 1 shift a month on site and attend on site meetings.

Why Join EveryMind?

EveryMind is a growing private independent nonprofit organization with 195 employees across 20 locations. We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to work in Montgomery County, Maryland by Bethesda Magazine. EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great lifework balance.

Our competitive compensation package includes:

• A Competitive Compensation Package
• Medical, dental, and vision insurance options
• 401K matching benefit
• Highly Generous Leave Schedule of 50+ Days (Vacation, Sick, Wellness Days, Holidays, Birthday leave, and much more)
• Professional Development and Growth Opportunities
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program
• A Great Place to Work

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides hotline coverage for designated periods by phone, text and chat. Works on-site and/or remotely as a hotline specialist for all shifts within a 24/7 period.
• Provides direct assistance to volunteers
• Completes all required documentation before logging off at the end of the shift.
• Assesses and reports to the manager the status of phone/computer system operations, caller processes, volunteer compliance or any other issues related to Hotline.
• Assists Manager with administrative tasks and projects.
• Attends mandatory Hotline meetings, trainings and continuing education events
• Reviews volunteer contacts in iCarol and provides appropriate feedback. Reviews call contact reports provided by the Manager and/or Supervisor.
• Attends community meetings and partnerships as needed.
• Perform other duties as assigned.

Education:

• High school diploma or GED and two years of post-high school education.
• Some college coursework in Psychology, Social Work, or related field preferred.

Experience:

• One to three years’ relevant experience and prior telephone/call-center experience, especially with a focus on providing emotional support, preferred.

Skills:

• Strong interpersonal, written and verbal skills.
• Coordination and organizational skills.
• Must be able to work independently in a fast-paced environment and handle crises situations, including suicidal contacts and confidential information.
• Ability to identify appropriate resources and make referrals essential.
• Database/Microsoft Office proficiency.

Abilities:

Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.

Physical and Emotional Demands:

The physical and emotional demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.

Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent.

Please note: only candidates who complete the full application, including responses to all application questions will be considered at this time. Thank you!