Spanish/Bilingual Crisis Counselor

Position Status: Non-Exempt; Full-Time

Expected Work Schedule: Varies (As agreed upon with hiring manager)

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers and suppliers
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position Summary

CONTACT Care Line is East Tennessee’s first crisis hotline. CONTACT’s Crisis program provides text-based and telephone-based crisis/suicide intervention services to visitors of the 988 Lifeline. The primary goals of the BL Crisis Counselor are to assess the risk of suicide, provide emotional support, and collaborate with the person in crisis toward a plan for safety. The CONTACT staff works as a close team, building warm relationships and growing together through shared experiences. Each day brings new challenges and new opportunities to change lives.

Primary Duties and Responsibilities

• Answer 988 telephone interactions in Spanish
• Assess and reduce the risk of suicide following established policy, protocol, and procedure
• Provide emotional support using active listening and de-escalation techniques
• Provide referrals to community resources when appropriate
• Conduct follow-up contacts by telephone or email
• Accurately document all interactions in accordance with established procedure
• Seek and follow consultation and guidance from supervisors
• Promptly respond to visitors' messages with reflective responses that move the conversation forward
• Complete required continued education trainings
• Maintain required quality scores

Experience, Skills, Licenses/Certifications

• 18 years of age or older
• Not a current (or within past 3 years) client of any CONTACT Care Line’s crisis programs
• Open, thoughtful, and prompt two-way communication
• Proficiency with web applications, navigating websites, and troubleshooting technical issues
• Empathic listening skills
• Calm, logical reasoning in stressful situations
• Ability to respond quickly in high risk/imminent risk situations
• Resourceful problem-solving skills
• Bilingual English/Spanish, able to write and speak fluently in both Spanish and English

This role is fully remote. Physical requirements include ability to remain in a stationary position for prolonged periods and work continuously from a computer with high speed, secure internet.

Salary is $22 an hour during probation (the first 90 days of employment). Salary may increase to $24 an hour after probation.