Rosecrance Behavioral Health

Crisis Access Counselor – 3rd Shift

Rosecrance Behavioral Health

full-time

Posted on:

Location Type: Hybrid

Location: Rockford • Illinois • United States

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Salary

💰 $56,950 per year

About the role

  • Work hours prescribed by leadership and any additional hours deemed necessary for the responsibilities assigned. Some flexibility may be required for accomplishment of responsibilities.
  • Conduct assessments of callers in crisis to determine the severity of the situation, including potential risks to their safety
  • Provide immediate and appropriate crisis intervention, using de-escalation techniques to reduce emotional distress and promote safety.
  • Document client information and interactions in an Electronic Health Record
  • Employ active listening techniques to create a safe and supporting environment where callers feel heard, understood, and validated.
  • Conduct a seamless transition of caller to Mobile Crisis Response counselors, providing the team with geographic details, presenting issues, mental health status and other details
  • Identify and connect callers to relevant community resources, mental health services, or emergency services as necessary
  • Facilitate the seamless transition of care when needed, ensuring that the caller receives ongoing support, and that all relevant information is shared to maintain continuity.
  • Work with callers to develop safety plans when necessary, including coping strategies, emergency contacts, and steps to mitigate immediate risks.
  • Contact emergency services or healthcare providers when a caller’s safety is at risk and a higher level of intervention is required.
  • Monitor Mobile Crisis Response staff availability across assigned location and dispatch counselors based on their availability and geographic proximity.
  • Understand and comply with the principles established by the Rosecrance Corporate Compliance Program and Code of Conduct.
  • Perform all responsibilities in compliance with the mission, vision, values, and expectations of Rosecrance.
  • Able to provide culturally competent and exceptional customer service consistently to every customer.
  • Serve as a role model for other staff, clients and customers and demonstrate positive guest relations in representing Rosecrance.
  • Assume other related duties as assigned by leadership.

Requirements

  • Bachelor’s Degree in Psychology, Social Work, Counseling, or equivalent training or experience required
  • Must qualify at a minimum as a MHP per Illinois Department of Health Rule 132
  • Demonstrated experience in a contact center or remote-based counseling role preferred
  • Experience in a behavioral healthcare setting preferred
  • Knowledge of crisis de-escalation techniques and the ability to remain calm and composed in high-pressure situations
  • Strong verbal communication skills, including the ability to convey information accurately over the phone
  • Sound judgement to assess situations, determine the severity of crises, and take appropriate action, including referral to emergency services
  • Working knowledge of contact center metrics, data management, and telephone systems
  • Excellent written and oral communication skills
  • Strong communication skills essential; adept at collaborating across departments and engaging with leadership at all levels.
  • Strong computer skills required, including proficiency in operating various software applications, and navigating digital platforms effectively
  • Belief in the mission and vision of Rosecrance
Benefits
  • Medical, dental, and vision insurance (multiple plan options to meet your needs)
  • 401(k) with employer match & discretionary contribution
  • Group Life Insurance, LTD and AD&D
  • Tuition assistance & licensure/certification reimbursement
  • Paid Time Off, sick time, bereavement leave
  • Referral program earning up to $1,000 per hire!
  • Wellness program, including an on-site gym at select facilities
  • Discounts at participating retailers
  • Daily pay available through UKG Wallet for financial flexibility
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
crisis interventionde-escalation techniquesactive listeningsafety planningdata managementtelephone systemsbehavioral healthcare experiencecontact center experienceclient documentationmental health assessment
Soft Skills
strong verbal communicationsound judgementcalm under pressurecollaborationcustomer servicecultural competenceleadership engagementwritten communicationempathyproblem-solving
Certifications
Bachelor’s Degree in PsychologyBachelor’s Degree in Social WorkBachelor’s Degree in CounselingMHP qualification per Illinois Department of Health Rule 132