CRISIS SUPPORT SERVICES OF ALAMEDA COUNTY

Counselor

• Respond to callers on the 24/7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988.
• Respond to callers on the After-Hours lines including contacting the on-call crisis worker for requests from hospitals, law enforcement agents, or jail facilities.
• Provide client centered coaching and advocacy to callers on how to navigate systems of care for themselves and their loved ones to minimize traumatic experiences and increase successful connection with community resources.
• Document crisis line hours via Time Log at the end of each shift.
• Document call notes for each and every call.
• Make outreach calls and referrals to CPS, APS, and emergency services in times of mandated reporting and imminent risk.

Crisis Line Phone Counselor

• Answer texts through both the Local Alameda County Text Line and 988 Lifeline to provide crisis intervention, information, and referral services
• Respond to third party texters and chat visitors
• Provide outreach support to high risk contacts via phone call and text after consultation with a supervisor
• Actively engage with teammates during shift and participate in weekly pod supervision
• Accurately document staff hours in timesheets and MAA sheets and document contact notes for each chat and text session in Apricot
• Utilize consultation as required and consult with Text Line Shift Supervisor and Program Coordinators/Manager
• After consultation, make outreach contacts and referrals to CPS, APS, and emergency services for mandated reporting and imminent risk situations
• Refer texters presenting with medium-high risk for suicide to the follow-up program and connect texters in crisis with appropriate level of care
• Maintain confidentiality of counselors and text/chat visitors
• Recommend blocking texters for abusive or disruptive behavior and recommend breaking confidentiality for mandated reporting or imminent risk (consultation mandatory)
• Recommend program policies, practices, and purchases that increase Text Line program effectiveness
• Receive minimum 60 minutes individual supervision per month and minimum 1.5 hours group supervision per week

Text Line Counselor

• Primary Role: Respond to callers on the 24/7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988; Respond to callers on the After-Hours lines including contacting the on-call crisis worker for requests from hospitals, law enforcement agents, or jail facilities; Respond to third party callers on the crisis lines, lifeline, and After-Hours lines; Provide client centered coaching and advocacy to callers on how to navigate systems of care for themselves and their loved ones to minimize traumatic experiences and increase successful connection with community resources; Active engagement with teammates during shift; Document crisis line hours via Time Log at the end of each shift; Document call notes for each and every call; Utilize consultation as needed; After consultation with a supervisor, make outreach calls and referrals to CPS, APS, and emergency services in times of mandated reporting and imminent risk; Refer callers presenting with medium-high risk for suicide to the follow-up program; Connect callers in crisis with the appropriate community resource; Provide training and evaluation to volunteer crisis counselors; Other duties as assigned. Responsibilities: Establish rapport, build connections with callers, and take responsibility for caller feedback; Recognize that caller-centered solutions and connectedness are key to providing crisis line intervention; Display confidence and composure in crisis situations; Communicate effectively and compassionately with volunteers, staff, and callers; Work collaboratively with teammates including sharing feedback and support in the spirit of community building; Work independently using creativity and resourcefulness; Willingness to continuously improve skills through supervision, research, and individual development; Recognize the value that diversity and culture bring to an organization

Crisis Line Phone Counselor

Text Line Counselor

Crisis Line Counselor