Volunteers of America Western Washington

Counselor

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and supportive counseling to clients in emotional distress or at risk of suicide
• Conduct safety assessments in line with agency policies, funding, accreditation, and Lifeline Best Practices
• Manage client interactions to ensure efficient and appropriate support
• Initiate police intervention procedures if a Visitor is at immediate risk of harm
• Adhere to state and federal legal requirements, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS, Tarasoff Duty to Warn)
• Collaborate with the online crisis counselor team and Shift Leads on complex cases
• Consult with Shift Leads and Master’s level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, and imminent risk
• Use Microsoft Teams to engage with remote staff and 988 Crisis Shift Leads
• Attend staff meetings and trainings to enhance clinical skills and promote professional development
• Mentor and coach new staff
• Contribute to an environment that focuses on ensuring integrity, respect, and accountability

Online Crisis Counselor I

Supervisor

• Assist in the management and leadership of the Regional Crisis Line programs (RCLs)
• Directly supervise the Crisis Counselors answering calls on the Greater Columbia, North Sound, and Salish RCLs
• Provide remote, 24/7 and after-hours supervision to the RCL programs
• Collaborate across Behavioral Health programs to promote alignment and coordination in crisis services throughout the department
• Create and maintain a remote platform using Microsoft Teams for staff training, enrichment, support, and overall supervision
• Maintain the 24/7 Crisis Counselor schedule
• Answer incoming RCL calls and engage the client in emotional support
• Silent monitor staff calls periodically and assist with police intervention and other reporting procedures
• Track metrics and identify trends, implement measures to improve metrics on an ongoing basis
• Actively participate in audit and accreditation activities

Online Crisis Counselor I

Staff Supervisor, Regional Services