Crisis Line Phone Counselor

Full Time Crisis Line Phone Counselor

Application Deadline: 16 April 2025

Department: Crisis Services

Employment Type: Full Time

Location: Oakland, CA

Compensation: $24.00 / hour

Description

The Phone Counselor position answers calls on our 24 hour crisis lines, 988, National Suicide Prevention Line, and After-Hours lines to provide crisis intervention, information, and referral services to meet the needs of the community, adhere to the highest possible ethical standards, and comply with program policy and procedures. This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill-in shifts.

Knowledge and Skill Requirements (After Initial Training Period)

• Commitment to working within the CSS Code of Ethics and Policies and Procedures
• Ability to apply the structure of a call including transitional phrases
• Ability to utilize OARS skills to build rapport and get the story
• Ability to assess for risk for suicide death in every call
• Ability to coach a third party caller or a caller with suicidal experiences through means safety, short term safety planning
• Ability to utilize the After-Hours script including gathering full name, phone number, and date of birth of every caller seeking services or support
• Comfort using phone system
• Comfort using Apricot database to document every call
• Knowledge and Ability to refer callers to available non law enforcement referrals for in-person crisis support
• Continued growth in knowledge on relevant subjects including: Grief and loss, Isolation and loneliness, Mental health conditions - including symptoms, coping skills and treatment, Trauma informed care, Boundary setting and providing support to regular callers, Addiction and substance use, Interpersonal violence, Human trafficking, Child and dependent adult abuse and neglect, Disaster management and mass violence, Specific populations including veterans, LGBTQIA, youth, Cultural humility, Non-Suicidal Self Injury, Community resources, Self-care, bullying

Level of Authority

• Answer calls as they are presented
• Utilize a wide range of crisis line interventions to meet the needs of crisis line and after-hours callers
• Recommend updates to call profiles
• Recommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include: CPS, APS, Ombudsman
• Recommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a caller's family member
• Recommend program policies, practices, and purchases that increase the effectiveness of the crisis line program

Supervision/Direction

Phone Counselors report to a Crisis Services Department Coordinator. This position receives a minimum of 30 minutes of individual supervision per month, and will also utilize consultation as needed. Crisis line phone counselors attend team huddles at the start of every shift. In addition, the phone counselor will attend 1.5 hours of mandatory weekly group supervision. Phone Counselors are strongly encouraged to attend all Staff Meetings on 2nd and 4th Wednesdays 9:30-10:45 am.

Job Functions/Key Responsibilities

• 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

Skills, Knowledge and Expertise

• 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

Additional Requirements

• Proof of vaccination against Covid-19 required
• Must complete Background Check (DoJ) and LiveScan

Benefits

• The pay for this position is $24.00/hour for weekday shifts 8am-3:59pm.
  • Evening and weekend bonuses are $1.50/hour for shifts 4pm-11:59pm.
  • Overnight bonuses are $5.00/hour for shifts 12am-8am.
• Employees who work more than 20hrs/week are eligible for medical, dental, and retirement plans.