Remote Crisis Counselor - Georgia Call Center

Seeking Georgia residents for our Remote CrisisCall Center operation. Full time and limited part time openings available!!!

****Full benefits, PTO, 401K, access to calm app, teladoc mental health sessions and more!!!**** Apply today!!!

*** Please note that our training schedule for this role requires that you can attend 3 weeks of training, Monday-Friday 8:00am to 4:30pm before you move to your agreed upon shift***

Position Overview

Screen, assess, triage, and provide telephonic crisis intervention/de-escalation to assist in identifying concerns with mental illness, developmental disabilities, and/or substance abuse using established protocols to collaboratively determine an immediate course of action. Quickly utilize assessment information and community resources to provide information and/or linkage and referral to services. Complete appropriate documentation simultaneously during call in accordance with established policies and procedures. This position handles a high volume of calls, the calls come in continuously and Counselors are required to keep pace with the demands of the calls with minimal downtime in between calls. The ability to switch between tasks and programs on the computer, while assisting callers is required.

Essential Duties

• Answer all calls within response guidelines and using the crisis Call Center’s policies, procedures, and scripts necessary for screening of service requests.
• Provide telephonic crisis intervention services, assessment, and referral.
• Tolerate high stress, high-risk situations in a fast-paced environment autonomously.
• Using counseling techniques like motivational interviewing, active engagement, collaborative problem solving, and good contact, help calls identify and resolve personal, social, and interpersonal concerns.
• Factoring in the caller’s circumstances, history, support, internal and external resources, and level of risk, make referrals and or link the caller to the appropriate service or information using established protocols.
• Depending on the risk level, determine appropriate linkage and referral which can range from information only to active rescue and dispatch of EMS and law enforcement.
• Actively collaborate with designated shift supervisors as needed.
• Complete appropriate, timely, and accurate documentation in accordance with established criteria and Call Center metrics (KPI’s).
• Adhere to established standards/guidelines for efficiency and productivity.
• Actively facilitate placement from initial contact until final disposition or until successfully and appropriately delegated to another staff member.
• Provide linkage follow-up as directed to assure individual accessed services.
• Train, coach, and develop new hires as assigned.
• Maintain job knowledge and adhere to the company and American Association of Suicidology Code of Ethics.
• Maintain a HIPAA compliant workspace (both auditory and visual privacy) at home that meets all company regulations.

Experience, Skills and Qualifications

• Demonstrate intermediate to proficient working knowledge of software applications, e.g., Microsoft Office.
• Intellectual/Developmental Disabilities experience preferred.
• Displays excellent verbal and written communication skills.
• Ability to work in a team environment and contribute to a team atmosphere.
• Critical thinking skills and objectivity when making quick and necessary decisions.
• Attention to detail in daily communication and reporting.
• Ability to handle conflict management and distress tolerance with staff and clients.
• Mental Health and Addictive Disease knowledge and experience a plus.

Education & Credentials

• Master’s degree in a related discipline from an accredited college or university is required.

Work Location & Schedule Requirements

This is a fully remote position, that will not require daily reporting to an office. You may be required to attend occasional in-person meetings depending on business needs. While it is our intent to provide a consistent schedule, you may at times be required to work hours that vary and that exceed the number of hours in your normal workweek. All employees must be willing to work flexible schedules, including holidays, nights and weekends as dictated by business needs.

Physical Requirements

This job operates in a remote office environment with occasional in-person interaction and meetings required. The position routinely uses standard office equipment such as computers – including virtual meeting software and various communications applications and telephones. Bending, lifting, and manipulating objects up to 25 lbs. may be occasionally required. Ability to perform computer work for 8+ hours a day in an office setting is required.

Behavioral Health Link Equal Opportunity Statement

Behavioral Health Link maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling BHL’s commitment to equal employment opportunity. We are an equal opportunity employer and will consider all qualified applicants for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

Behavioral Health Link is a drug free workplace every employee will be required to do drug screening.

Applicants must meet these requirements:

Crisis Counselor II – Master's degree in a helping profession (i.e., Psychology, Social Work, Counseling).

Crisis Counselor III – Associate/Restricted license to practice as a Counselor, Social Worker, or Marriage and Family Therapist.

*** Please note that our training schedule for this role requires that you can attend 3 weeks of training, Monday-Friday 8:00am to 4:30pm before you move to your agreed upon shift***

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