Phone Counselor

Job Description

Classification: Full-time (40 Hours), Exempt

Reports to: Phone Counselor Supervisor

Work Location: 100% In-Person

Schedule: Monday- Friday 3pm-11pm

This position operates as an essential employee. All members of Harford Crisis Response (HCR) are the frontline, first response workers for mental health in Harford County. HCR employees are employed through the Office on Mental Health/Core Service Agency of Harford County, Inc. (OMH/CSA).

Individuals in this position will be responsible for responding to calls received on the 24/7 Harford County crisis hotline. Individuals will assist callers with linkage to resources and activation of the mobile crisis team. All direct care workers are cross trained to provide multiple types of crisis response as part of HCR’s mission to make timely and effective crisis care available and accessible to the community.

Phone Counselors shall minimally have a bachelor’s degree in a human services field or a high school diploma/equivalent with at least 4 years relevant experience in the field.

Phone Counselors who are cross trained to cover Mobile Crisis Response shifts are required, as a condition of employment, to hold a valid driver’s license and the ability to operate agency vehicles.

There are potential risks to crisis response work including but not limited to:

Entry into environments with poor sanitation standards

Entry into environments with insect or rodent infestations

Exposure to people displaying volatile, unpredictable, or aggressive behavior, and/or to highly charged emotional situations

Exposure to weather conditions including snow, rain, and heat

Exposure to persons with infectious diseases

Major duties and Responsibilities:

Answers the phone, offering support while providing active engagement and appropriate responses; utilizes active rescue as required and as a last resort

Enters timely, accurate and complete documentation of hotline calls, dispatches, and other client and collateral contact in the electronic health record

Coordinates and arranges urgent care appointments, when appropriate

Assesses the need for intervention to provide case summaries for dispatch purposes

Provides follow-up calls to determine client progress and needs

Communicates effectively with callers to diffuse crisis situations

Provides support for clients and to other team members

Completes assigned training

Contributes to a culture of “yes” and “no wrong door” at Harford Crisis Response

Assists with daily office upkeep tasks with the team

Assists with updating community Resource Manual

Adheres to privacy standards including professional guidelines, HIPAA, and limits to confidentiality (i.e., mandated reporting).

Participates in at least biweekly supervision

Follows guidelines and protocols established in the Program Handbook and Agency policies

Provides afterhours coverage, as assigned

Provides Holiday coverage, as assigned

Performs other duties as assigned

Performance Standards:

Professional and supportive verbal communication (receptive and expressive)

Professional, accurate written communication and credible notes

Effective inter-agency communication and relationship maintenance

Timely and accurate resource referrals and case follow-up

Demonstrates knowledge of community resources and care providers

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 10 pounds at times.

The ability to wear personal protective equipment in accordance with agency COVID-19 Policies and Procedures.

Employee Benefits:

Health Insurance / Dental Insurance / Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off

403(b) Retirement Plan

Employee Assistance Program

Employee Discount Program

Monday- Friday 3pm-11pm

Full-time