NetCare Access

Crisis Assessment Counselor

Responsible for providing crisis assessment and counseling via text/chat interactions, as it relates to mental health and/or alcohol and other drug crisis intervention.

Positions supervised: None

Essential duties and responsibilities:

• Triage chat visitors via the chat/text platform through active engagement to assess for imminent risk of suicide and provide linkage to appropriate local community services and resources.
• Helps chat visitors reaching out through Lifeline 988 Chat/text while expressing compassion concern, and expertise in helping them develop solutions.
• Makes appropriate internal/external emergency and crisis intervention referrals for situations that are deemed imminent risk by 988 Lifeline standards.
• Maintains timely and complete documentation of services and activities, which meet the standards of Netcare, 988 Lifeline, and accrediting agencies.
• Documents in Vibrant Emotional Health's 988 Lifeline text/chat platform as well as in Avatar and other databases.
• Operates and responds to live text/chat interaction requests, incorporating the process of "dovetailing" (taking two chats at once) when appropriate.
• Maximizes time on shift to be available to receive chat/text interactions and responds to waiting text and chat requests within time parameters.
• Monitors Microsoft Teams instant messaging system and uses it to communicate with supervisor and coworkers throughout each shift.
• Responds to all chat visitors with compassion and empathy, incorporating active listening skills, and supportive means of communication throughout the text and chat interaction.
• Uses clinical skill to de-escalate chat visitors and ascertain risk by using appropriate screening tools and safety planning with clients.
• Participate in peer review as assigned.
• Demonstrates skill in engaging clients who may be reluctant to share in texts and chats.
• Assists with completing and tracking follow-up phone calls with 988 chat visitors depending on shift and need.
• Performs other duties as assigned.

Essential knowledge, skills and abilities:

• Ability to engage in problem solving processes.
• Ability to establish therapeutic rapport quickly and compassionately through texts and chats.
• Ability to assess suicide risk, and develop safety plan with clients.
• Ability to explore resources in other states and areas, to assist texters and chatters.
• Ability to relate to clients of a variety of age, economic/educational backgrounds, personality types and problems.
• Ability to deal with verbally aggressive, violent or potentially violent clients.
• Ability to quickly assess and prioritize information received.
• Establish flexibility and ability to manage multiple demands in a fast-paced environment.
• Ability to use a range of techniques and interventions.
• Ability to utilize reference material such as maps, directions and street locations.
• Basic knowledge of the demographic and human services network in Franklin County.
• Ability to work in alternate locations as assigned.
• Demonstrated skills in the use of personal computer to record client data, produce written correspondence or reports.
• Ability to hear and speak well enough to converse with clients or other employees in person or over the telephone.
• Ability to see enough and have the manual dexterity and physical ability to access referral source and other information from a wide selection of manual, texts, etc. while engaged in a crisis intervention telephone conversation with a client.
• Ability to achieve and maintain certification in required training programs.

Essential core competencies:

• Ability to provide effective clinical interventions via written communication in text and chats.
• Ability to accurately and succinctly document clinical interventions.
• Ability to complete required paperwork in a timely and error-free fashion.
• Ability to apply risk management and problem-solving techniques to clinical/workplace situations.
• Ability to engage and de-escalate clients in a professional and effective manner.
• Ability to effectively work as a member of a team.
• Demonstrates broad knowledge of and ability to access community resources on behalf of clients.
• Ability to adhere to Agency Policies, Procedures and other expectations.
• Actively seeks opportunities to develop clinical skills.

Minimum qualifications:

LSW/LPC: