Remote Text Chat Operator Jobs in Bethesda, MD (NOW HIRING)

For more than 60 years, PRS, now HopeLink Behavioral Health, has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis. We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services, we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

SUMMARY STATEMENT OF POSITION:

Crisis Worker's provide emotional support to persons and families who are in crisis via the telephone, text message, or online chat. The Full-Time Crisis Worker will be scheduled 40 hours per week.

WHAT WE OFFER:

• Meaningful Work: Make a real difference in the lives of others.
• Competitive Salary: $18 - $21 per hour
• Comprehensive Benefits: Medical, Dental, Vision, FSA, 403b Retirement plan with match; 12 paid holidays; PTO and sick time; birthday leave; employee assistance program; tuition reimbursement.
• Fully Remote
• Supportive Environment: Join a dedicated team committed to providing high-quality care.

SCHEDULE & LOCATION:

• 3 shifts available: Mornings, Evenings, and Overnights
• Remote

PRIMARY DUTIES:

• Respond to people reaching out for crisis support through our crisis services (voice, chat, and text): greeting clients, using active listening, and establishing rapport by being accepting, empathetic, objective, non-judgmental, non-directive, and responsive to the feelings of the callers or texters.
• Explore the person in crisis experiences and feelings using feeling oriented, responsive language; following established protocols; identifying warning signs; and assessing the degree of safety and risk.
• Provide confidential contacts and ensure that any information shared by the person in crisis is kept confidential.
• Provide referrals to appropriate resources; engage 9-1-1 for emergency medical treatment and/or police intervention, using required assessments and policy guidance.
• Accurately document crisis contact interactions in correct contact reports.
• Participate in educational opportunities provided by and through HopeLink to stay current on job-related knowledge; a minimum of 5 hours of refresher training post initial 120+-hour training is required.
• Complete administrative tasks as assigned by the Shift Supervisor.

ESSENTIAL COMPETENCIES:

• Adaptability to changes in environment and situations
• Strong and effective communication skills, ability to speak clearly and easily understood via the phone and online
• Dependability with attendance and punctuality guidelines
• Interpersonal relationship skills by maintaining confidentiality and dignity of self and others
• Professionalism by following through with commitments and treating others with respect
• Teamwork and contributes to building a positive team, gives and welcomes feedback

QUALIFICATIONS:

• Must have successfully completed mandatory 120+-hour HopeLink Crisis Services Crisis Worker Training.
• Ability to support people in crisis using voice, chat, and text, as assigned. Willing to work across different service areas based on program needs.
• Computer experience and proficient typing skills.
• Ability to remain alert on scheduled shifts; experience working swing shifts preferred for overnight positions.
• Demonstrated knowledge and ability to make sound decisions under pressure.
• Understanding of confidentiality and privacy issues within a crisis center program.
• High degree of empathy toward the people we serve and demonstrated knowledge of distress tolerance and coping skills.

PERFORMANCE EXPECTATIONS:

• Respond to crisis contacts in a professional manner following established protocols.
• Maintain the confidentiality and privacy of information provided by persons in crisis.
• Respond to clients in way that is accepting, empathetic, objective, non-judgmental, non-directive and responsive to the feelings of callers.
• Adhere to the assigned shift schedule and follow program procedures when requesting coverage for an assigned shift.
• Complete contact reports for each interaction by the end of each contact.
• Attend and participate in scheduled staff meetings and supervision.
• Fulfill the required minimum of at least 5 hours of refresher training post initial 120+-hour training.

The above statements reflect the usual responsibilities and principal functions of the position and shall not be construed as a complete description of all the work requirements that may be inherent or added to the position.

Ready to Join Our Mission?

If you're passionate about helping people achieve mental wellness, we encourage you to apply!

HopeLink Behavioral Health is an Equal Opportunity Employer. We are committed to diversity, equity, and inclusion.

'Where Hope Meets Help.'

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming