Title: Crisis Call Center Full-Time 988/Lifeline Counselor

Reports to: Crisis Call Center 988 Supervisor & 988 Clinical Coordinator

Additional Reports: Crisis Call Center Program Manager

 Job Objectives:

Under the direction of the 988 Supervisor and 988 Clinical

Coordinator, Crisis Call Center 988 Counselor will answer

988/Lifeline calls including 311 crisis center calls during their

assigned shifts.

This is an ideal position for individuals who are interested in helping

others and making a contribution to their community. A Counselor

provides crisis intervention, practical assistance, suicide

prevention, information and referral, brief supportive counseling,

and follow up services to individuals who contact the Orange

County Crisis Call Center. Counselor will interact with callers by

telephone and text messaging. The position provides an

opportunity to gain a wide range of clinical skills, and knowledge of

the expanding field of behavioral health.

Perform duties while actively promoting an environment

consistent with MHA’s Cultural Equity Policy and WELCOME

Orange.

Responsibilities:

• Answer 988/Lifeline & 311 crisis calls while maintaining clinical service levels.

• Provide evidence-informed information and referral, brief supportive counseling,

crisis intervention and suicide prevention support to callers and/or text visitors

who are in emotional distress.

• Accurately and efficiently document all call interactions.

• Responsible for conducting 988/Lifeline follow-ups during shift.

• Utilize resource referral database to provide information and referral assistance

to callers seeking, but not limited to: mental health services, substance use

services, sexual assault, veteran services, domestic violence, physical disabilities,

physical health, and/or developmental disabilities.

• Collect 988/Lifeline information on a short-term basis (approx 4 months) from

CAD system and input it into the 988 Tracker on a daily/timely basis.

• Review CAD/iCarol documentation to ensure it is in compliance with 988/Lifeline

documentation policies and send daily updates to the 988 Supervisor.

• Adhere to Call Center policies and procedures, including 988/Lifeline.

• Ensures HIPAA laws and MHA confidentiality policies are followed.

Qualifications:

• Licensed Clinical Social Worker (LCSW), Licensed Master Social Worker (LMSW)

OR

• Licensed Mental Health Counselor (LMHC) with appropriate clinical training and

experience.

• OR

• Master’s Degree in any of the following fields: social work, mental health,

counseling, sociology, or psychology with two (2) years of crisis intervention and

crisis management experience.

• OR

• Bachelor’s Degree in any of the following fields: social work, mental health,

counseling, sociology, or psychology with four (4) years of crisis intervention and

crisis management experience.

• OR

• A credentialed Alcoholism and Substance Abuse Counselor (CASAC)

• Bilingual - Spanish/English preferred.

• Courteous, empathic, and professional manner.

• Ability to work efficiently in a team setting, with collaborative partners in a highpaced

environment.

• Ability to multi-task and be flexible during the assigned shifts.

• Working knowledge of Motivational Interviewing and Strength-Based

approaches.

• Knowledge of human service resources, that include, but are not limited to:

mental health, substance use, physical disabilities, physical health and

developmental disability resources in Orange County, New York.

• Experience with the practice of completing assessments, crisis management and

interventions.

• Effective written and oral communication skills.

• Ability to maintain professional demeanor when handling crisis and ventilation

contacts.

• Ability to exercise sound judgment under crisis situations and to abide by

regulations regarding confidentiality.

• Efficiency with information-gathering, problem solving, and conflict-resolution.

• Ability to adapt and be flexible to changes in protocol and program needs.

• Proficiency in Excel and Microsoft Word required.

Terms of employment/benefits:

• Non-Exempt

• Forty (40) hours per week. Hiring for 10:00a-6:00p, Monday thru Friday

• Location: Emergency Service Center, 22 Wells Farm Rd, Goshen, NY & MHA 73

James P. Kelly Way, Middletown, NY.

• Paid holidays, PTO, wellness, and sick leave according to MHA policy.