Crisis Line Counselor
3 days ago
The Harris Center employs crisis line counselors for both the Crisis Line program and for the Crisis Call Diversion program. Both programs provide crisis intervention services over the phone 24/7/365. The crisis line counselor position works to help de-escalate, provide crisis assessment and intervention, emotional support, and access and linkage to services. Additionally, the crisis line counselor position conducts follow-up calls to ensure de-escalation and support were provided, and if applicable, to support connection to services. The Crisis Line program answers for Harris County, as well as for 988 and for other LMHA crisis line centers in Texas.
The Crisis Call Diversion program answers for Houston 911 only and crisis line counselors employed with this program report 100% in-person to the 911 center.
What you will do:
- Be ready and available to take calls during an assigned shift. (Customer Service/Professionalism)
- Is able to offer good contact to the caller by making an effort to build connection, build rapport, and be empathetic. (Customer Service/Professionalism)
- Utilizes active listening skills and the crisis intervention model to engage callers in de-escalation. (Customer Service/Professionalism)
- Accurately and thoroughly assesses appropriate calls using unit-specific assessment tools. (Job Knowledge)
- Works collaboratively with the caller on their problem and providing space for callers to explore and brainstorm alternative options. (Customer Service/Professionalism)
- Offers thorough and appropriate use and explanation of resources and referrals based on call situation. (Job Knowledge)
- Complies with organizational/unit policies when completing follow up work and communicating with agency and community partners. (Job Knowledge)
- All appropriate calls as defined in the documentation policy, should have a corresponding call documentation. (Documentation)
- Completes call documentation fully as defined in the parameters of unit protocols for handling specific call situations. (Documentation)
- Call notes should clearly explain the nature and outcome of the call. (Documentation)
- Follows unit policies and procedures regarding scheduled time off, call-ins and other attendance issues. (Policy Compliance)
- Follows unit policies and procedures regarding arriving to work on time and leaving work on time. (Policy Compliance)
- Has the ability to promote positive work relationships with area staff, team members, and management. Demonstrates a degree of problem solving, communication, listening, cooperation, and productivity while working with others to achieve program goals. (Teamwork)
- Performs other related duties as assigned.
Education:
- Bachelor's degree in the area of Psychology, Sociology, Social Work or another human services related course of study per TAC guidelines.
- Data entry and excel reporting experience preferred. Crisis program related experience preferred.
- Ability to identify and offer solutions to resolve problems.
- Effective time management and organizational skills.
- Able to utilize basic Word and Excel documents.
- Ability to interpret and strategically utilize data.
- Strong knowledge of Harris Center programs
- Strong knowledge of appropriate mental health and IDD community referrals
- Strong understanding of application of clinical skills in a telephonic setting.
- Critical Thinking and Problem-Solving Skills
- Ability to navigate multiple computer systems
- Detail Oriented
- Comfortable with numbers and metrics
- This posting is associated with position #70025
- Hours: Tuesday through Saturday, 3:45pm - 12:15am
- Must clear an FBI CJIS (Criminal Justice Investigation Services) Background Check
About Us:
The Harris Center is the state-designated Local Mental Health Authority and Local Intellectual and Developmental Disability (IDD) Authority serving Harris County, Texas. As the largest behavioral and developmental disability care center in Texas, The Harris Center provides care to over 90,000 people and has an annual budget of over $300 million.
As part of its mission to transform the lives of people with behavioral health and IDD needs in the third largest county in the United States, The Harris Center provides a full continuum of services at 80 different sites across Harris County. In addition, services are provided in more than 40 different languages as well as sign language in order to better serve what is one of the largest communities in the nation.
By utilizing the unique expertise of its more than 2,500 employees, The Harris Center is committed to meeting the behavioral health and IDD needs of Harris County residents and giving them hope to live to their fullest potential.
What we have to offer:
The Harris Center not only offers a competitive salary but also a suite of excellent benefits designed to enrich your life both professionally and personally. Imagine a future with a robust retirement plan complemented by our generous company matching - a testament to our investment in your long-term financial well-being. Experience the unique advantage of our prior service credit, accelerating your journey towards a more substantial Paid Time Off accrual, empowering you to enjoy well-deserved breaks.
Enjoy Cell Phone Discounts, exclusive entertainment deals through Tickets at Work, and a free Headspace subscription for mental wellness. Additionally, our Employee Assistance Program supports your overall well-being.
Take advantage of significant financial relief through student loan forgiveness as a valued member of The Harris Center team. As a qualifying entity, our employees are eligible for various student loan forgiveness programs, designed to alleviate the financial burdens associated with higher education.
Contributes to suicide care and prevention by embracing our values and applying a trauma-informed approach rooted in safety, trust, choice, collaboration, and empowerment.
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