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Role Description

As a bilingual 988 Crisis Counselor, you will be responsible for providing crisis intervention, emotional support, and resources to all help-seekers in English and Spanish via telephone. A high emphasis is placed on quality assurance and efficiency for this role.

• Offers crisis-counseling services via phones with the program goal of answering 95% of calls within 20 seconds or less.
• Completes safety assessment, safety planning, de-escalation, and follow-up with help seekers.
• Serves as a mandated reporter in cases of suspected abuse or neglect.
• Is familiar with resources and providing information and referrals to help seekers as appropriate.
• Maintains accurate and detailed contact reports. Documentation must be completed in real time.
• Mentors volunteers during their training process and provides on-going mentorship.
• Fulfills continuing education requirements as requested and/or required for the agency, Suicide Prevention Center program and contracts.
• Attends routinely scheduled meetings for the Suicide Prevention Center.

Qualifications

• Fluency in required language for assigned program (Spanish).
• Possess a high school Diploma or equivalent.
• Be 18 years of age or older.
• Have high speed internet with an active Ethernet connection, and a quiet/confidential workspace.
• Be empathetic, flexible, and adaptable to varying situations.
• Complete yearly trainings as required by Lifeline.
• Have knowledge of all job specific skills including risk assessment, data collection, and chat/text triage.
• Possess strong interpersonal skills and can positively interact with others.
• Have outstanding communication skills with the ability to engage any individual regardless of background.
• Exceptional at multi-tasking and time management, able to drive multiple pieces of work forward simultaneously while meeting all deadlines.
• Goal-oriented team player with strong experience working in large and complex systems.
• A commitment to team objectives and Didi Hirsch philosophies.
• Successfully pass our pre-employment screening, including a background check and live scan fingerprinting.

Company Description

Didi Hirsch Mental Health Services has been a national leader in whole-person mental health, crisis care, and substance use services since 1942 and is home to the nation’s first Suicide Prevention Center. We are a nonprofit organization providing care to about 270,000 people annually across our programs. Didi Hirsch has deep roots in community-based mental health and a commitment to providing culturally responsive services that are just and equitable. More than 1,000 dedicated employees and volunteers make Didi Hirsch’s work possible.