CRISIS SUPPORT SERVICES OF ALAMEDA COUNTY

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 Counselor