Job description

Full-time Crisis Hotline CounselorOn July 16, 2022, the National Suicide Prevention Lifeline transitioned to 988, rolling out as an easy-to-remember 3-digit phone number across the country. This is a major milestone in our nation’s history. As a local 988 call center, EveryMind has been diligently preparing for this change. We have secured additional resources to support an anticipated tripling in demand for our services. EveryMind and our hotline are growing, with numerous job opportunities for candidates interested in joining our incredible team!

As a result, EveryMind has multiple openings for* Full-time Crisis Hotline Counselors. Our Crisis Hotline Counselors *are responsible for answering calls, texts, and chats for our 24/7 Hotline at EveryMind. Crisis Hotline Counselors provide crisis intervention, emotional support, and resources such as suicide risk assessment and safety planning for clients throughout our community. Hotline Specialists provide non-judgmental, confidential, supportive listening, crisis de-escalation, suicide risk assessment, and safety planning and resources to clients.
This position is classified as Hybrid. During the first 30-60 days of employment, all new hires will be required to come into the Rockville, MD office for training on scheduled days. Employees must reside in MD, VA, or DC.
We have full-time day, evening, and overnight positions. All employees will be required to work one-weekend shift per month. We are looking for candidates for our phone, text, and chat shifts. We offer shift differentials for overnight shifts and double-time pay for certain holidays.
OUR NEXT TRAINING STARTS: January 17, 2023.
Why Join EveryMind?
EveryMind is a* growing private independent nonprofit organization with 160 employees across more than 25 locations. We have served the community for 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to work by Bethesda Magazine in 2022.*
EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great lifework balance.
Our competitive compensation package includes:

• Highly Competitive/ Advanced Base Salary
• Medical, dental, and vision insurance options
• 401K matching benefit
• Highly Generous Leave Schedule (Vacation, Sick, PTO, Volunteer days, Mental Health Days, Birthday leave, and much more)
• Pay Increases
• Professional Development and Growth Opportunities
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program

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ESSENTIAL DUTIES AND RESPONSIBILITIES: *
1. Provides hotline coverage for designated periods by phone, text and chat. Works on-site and/or remotely as a hotline specialist for all shifts within a 24/7 period
2. Provides direct assistance to volunteers
3.. Completes all required documentation before logging off at the end of the shift.
4. Assesses and reports to the manager the status of phone/computer system operations, caller processes, volunteer compliance or any other issues related to Hotline.
5. Assists Manager with administrative tasks and projects.
6. Attends mandatory Hotline meetings, trainings and continuing education events
7. Reviews volunteer contacts in iCarol and provides appropriate feedback. Reviews call contact reports provided by the Manager and/or Supervisor.
8. Attends community meetings and partnerships as needed.
9. Must pass Hotline Counselor certification training within the first 30-60 days.
10. Perform other duties as assigned.

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Minimum Qualifications: *

• *To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be at least 21 years old.

Education / Experience:
GED or High School Diploma.
Two years of post-secondary education are preferred.
Two years of experience in hotline or call center, human services, or related experience.
Some college coursework in Psychology, Social Work, or related field is preferred.
Relevant experience will be considered in place of post-secondary education.

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Skills: *
Strong interpersonal, written, and verbal skills. Coordination and organizational skills. Must be able to work independently in a fast-paced environment and handle crisis situations, including suicidal contacts and confidential information. Ability to identify appropriate resources and make referrals essential. Database/Microsoft Office proficiency. Bilingual is a plus.

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Abilities: *

• *Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including the CEO, board members, clients, interns, volunteers, paid staff, and community partners. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts.

Physical Demands:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.
Working Conditions:
The work environment is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must be available to perform the duties of the job. Hotline is a 24/7 department. Employees may work onsite and remotely with Supervisor approval. The employee must pass a criminal background check. All staff providing services to staff or clients must be free of illegal drugs and abuse of alcohol and must be fully able to perform all required duties at all times.
Full COVID-19 vaccination is required for this position. New hires must be fully vaccinated by the first day of work. (Accommodations may be made for Medical or Religious reasons). If not vaccinated employees must undergo weekly COVID-19 testing. The option for weekly testing is only for certain positions. Please note that many EveryMind contracts and programs require Full COVID-19 vaccination as a condition of employment. If accommodations are needed, please contact the HR Department.

Full-time. We are looking for day, evening, and night shifts.

Job Type: Full-time

Pay: $22.00 per hour

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