988 Crisis Counselor - Full Time Float

Type: Full-Time (40 hours)

Reports to: 988 Supervisor

Office Location:  Work from home position (not a remote “work from anywhere” role). Must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office (224 W. Hill Street, Suite 410, Chicago, IL) as requested.

Shift:  This float position is intended to be variable between two shifts (either day/evening or evening/overnight). Float Crisis Counselors will be covering gaps in schedules due to PTO usage or vacancies. Individuals in this role will be informed of their weekly schedule at least 10 days in advance and will never work more than 5 days in a row.

Work schedules are subject to change as necessary to meet the Agency’s and its client’s needs.  Reasonable notice is provided to facilitate personal planning.

Our 988 call center is open 365 days a year, 7 days a week, 24 hours a day, including all holidays. Employees, whose regular schedule lands on a holiday, will be expected to work on that day unless PTO is approved or a shift is traded.

Training:  Each employee is required to complete a set training course prior to being eligible to answer calls for the 988 Suicide and Crisis Lifeline.  The first day of training is in person at our Chicago office from 9 AM – 5 PM. Beyond that, the training will be completed virtually using live and self-paced modalities.  Facilitator-led training will be scheduled during a time of day that works for the majority of the training cohort (typically during the day or evening hours) but will always occur during the weekdays. Self-guided training may be completed at the learner’s discretion but must be completed within the same week as they are scheduled. The training schedule will be provided on the first day of onboarding.

Background

Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey.

Who We Are:

• An employer who prioritizes your wellness
• An employer who supports your growth
• An employer who sees and acknowledges all of you
• An employer who educates and advocates for mental health while sharing hope with those on their mental health journey or supporting individuals on their mental health journey.

Who We Are Looking For:

• Highly empathetic
• Detail-oriented and organized
• Excellent relationship management and interpersonal skills

General Job Description: As a 988 Suicide and Lifeline Crisis Counselor, you will play a crucial role in providing immediate support and intervention for contacts experiencing emotional distress and mental health crises.  Operating within the framework of a national suicide and crisis hotline, you will offer empathetic listening, crisis intervention, and resources to access more support.  This position demands strong communication skills, empathy, and the ability to remain calm under pressure.  This role may be demanding and requires continuous multitasking and the ability to think and work quickly on the computer using various apps and platforms.

Essential Functions and Responsibilities:

• Provide crisis intervention: Respond to incoming calls, chats, & texts on the 988 Lifeline, offering immediate support and intervention for individuals in emotional distress while following the 988 Lifeline Suicide Safety Policy standards.
• Active Listening: Practice empathetic listening skills to understand contacts’ emotions, concerns, and needs.
• Assessment: Conduct assessments of contacts safety and level of risk, utilizing established protocols and guidelines such as the 988 Lifeline’s Safety Assessment Model with the assessment of the Four Core Principles of Safety Assessment.  This may involve supporting a person who is at imminent risk of harm to self or others.
• Crisis De-escalation: Utilize de-escalation techniques to help contacts regain a sense of control and stability during times of crisis.
• Safety Planning: Collaborate with contacts to develop safety plans, identify coping strategies and supportive resources to manage crises effectively.
• Empowerment: Empower contacts to explore their own strengths and coping mechanisms, fostering a sense of agency and resilience.
• Resource Referrals: Offer access to appropriate mental health services, including mobile crisis teams, emergency departments and community resources using a vetted referral list provided by NAMI Chicago.
• Documentation: Using NAMI Chicago and Vibrant’s client record management system, maintain accurate and confidential records of all interactions with contacts, adhering to privacy regulations and organizational policies.  Systems require significant computer use and skills.
• Confidentiality: Respects each contacts privacy rights under HIPAA and other applicable laws and regulations.
• Follow-up: Schedule and/or make follow-up contact with help seekers for continued support at a date and time collaborated on by a crisis counselor and help seeker.
• Collaboration: Coordinate with other crisis response professionals, including mental health clinicians, law enforcement, and emergency medical personnel, to ensure comprehensive support for callers.
• Adherence to Protocols: Follow established protocols and procedures for crisis intervention, documentation, and escalation of emergencies.
• Continuous Training: Participate in ongoing training and professional development opportunities to enhance crisis intervention skills and stay updated on best practices for crisis support.
• Communication and Teamwork: Communicate effectively and frequently throughout shift with supervisors and crisis team staff; can promptly alert supervisors of concerns and seek guidance/support when needed. Embodies NAMI Chicago’s team approach by participating in on-shift huddles, weekly coaching sessions, team and organizational meetings, supporting co-workers, and attending scheduled trainings
• Wellness: Be an active participant in your wellness plan and effectively communicate your need for support.??Adhere to the organization’s Wellness policy.
• Other duties as assigned