Job Description

Position Summary:

Grassroots is seeking an

Online Crisis Chat/Text Counselor

who is responsible for providing online emotional support to individuals utilizing Crisis Chat and Text services and to provide crisis intervention, emotional support, intervention, and resources to all contacts. A high emphasis is placed on quality assurance for this role. This position is a permanent hybrid role, with two days per week on-site. Grassroots reserves the right to modify this schedule at any time to meet the organization needs.

Available shifts:

Wednesday - Sunday; 2:00am - 10:00am

Wednesday - Sunday; 6:00pm - 2:00am

Education and Experience:

Bachelor's Degree required, Master's Degree in Counseling, Social Work, or mental health related field preferred. Bachelor's Degree from an accredited school with a minimum of 120 college credits, Master's Degree from accredited school with a minimum of 30 graduate school credits. Transcript or copy of degree(s) required. 1 year of experience in mental health services, preferably in crisis intervention services, suicide prevention and intervention. Computer skills with various software - Microsoft Products proficient skills required.

Primary Responsibilities:

Provides online crisis intervention to individuals in emotional distress through Crisis Chat and Text. Does an assessment of each chat/text visitor to determine the appropriate means of intervention. Completes risk assessment, safety planning, de-escalation, and follow-up with chat visitors. Establishes good rapport with a wide range of chat/text visitors. Provides crisis intervention counseling to a wide range of chat/text visitors. Intervenes with suicidal chat/text visitors including making an assessment and taking appropriate action. Maintains strong collaboration with supervisors and navigators to ensure visitor safety. Is familiar with resources and provides information and referral to visitors as appropriate. Completes thorough documentation for all crisis chat/text. Documentation must be completed in real time. Completes an average of 1.5 chats/texts per hour. The program will provide daily ongoing monitoring of chats and texts to ensure quality. The expectation is for counselors to score a minimum of 75% on the quality evaluation. Counselors are required to have an answer rate of 85% within the first 5 weeks in order to transition to hybrid work status. Completes weekly quality evaluation process. Attends weekly supervision. Ability to work independently with confidence, as well as work as an integral part of a team of professionals. Must be mature, empathetic; flexible and adaptable to varying situations and coverage needs. Reliable and able to adhere to schedules based upon call center needs. Ability to consistently adhere to call center program policies and procedures. Skilled in the use of technology including telephones, computers (PC), laptops, software and email. Arrive on shift on time and properly attired. (

For Remote Work - DC, MD, VA residents only

) Must have a computer/laptop, high-speed internet and a quiet workspace. Must adhere to all policies and procedures on the remote work agreement. Assist in training new Crisis Chat staff. Meet with Crisis Chat Supervisors and Program Manager regularly to discuss program operations, concerns, and potential improvements. Complete yearly training as required per Lifeline. You must complete Crisis Worker Certification within 12 months of hire. Complete trainings as required by Grassroots. Other duties as assigned, required or needed.

Agency-wide Responsibilities:

Reads 100% of all email communications and responds to emails in a timely manner prior or during their shifts. Participates in supervision, in-service training, and staff meetings. Maintains good working relationships with co-workers and positively contributes to group morale. Completes all administrative duties including time sheets, leave requests, etc. Participates in special task forces, committees, or special projects as needed. Uses appropriate channels of communication to resolve conflicts with other staff. Interacts with staff, clients, and visitors in a professional and courteous manner.

Skills and Abilities:

Excellent oral and written communication skills. Ability to function successfully in an environment requiring immediate response to urgent situations. Knowledge of and familiarity with local and statewide community resources. Analytical and problem-solving skills. Computer skills with various software and the internet.

Work Conditions:

Share office space with Crisis Chat Counselors Holiday and Evening coverage required. Depending on scheduled shifts. Hours are flexible to meet program needs Must be able to lift 25lbs.
Job Type: Full-time

Pay: $24.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

403(b) matching Dental insurance Employee assistance program Health insurance Life insurance Vision insurance
Work Location: Hybrid remote in Columbia, MD 21045