Lead Phone Counselor

Who We Are

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community.

The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community.

The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

Santé is seeking a Lead Phone Counselor (in office) to join our frontline crisis intervention team in Timonium, MD. The primary goal of the Lead Phone Counselor position is to provide oversight of call center operations during scheduled shift. The shift lead is responsible for ensuring that call center operations are flowing, and policies are followed. The shift LEAD will provide regular updates to the call center manager/director.

This is in addition to the phone counselor role listed below. The primary goal of the Call Center Counselor is to provide appropriate services for both the local hotline as well as the GBRICS call center which includes the 4-county region of callers across Baltimore city, Baltimore County, Howard County, and Carroll County. These services may include supportive counseling, information and referrals, crisis intervention counseling, suicide prevention and intake screening of callers to the Mobile Teams, In Home Intervention Teams, Urgent Care Center and other BCCRS service components.

This also includes dispatching appropriate services when needed as well as providing goal directed counseling, crisis planning, and follow up for clients served.

• Have the ability to work in a highly stressful environment that deals with frequent suicidal callers
• Assess each caller’s presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
• Document all information in appropriate client case.
• Can effectively deescalate a client in crisis, over the phone. Develop a rapport with client and maintain objectivity and demeanor on the phone.
• Effectively triage a call to the appropriate level of care
• Conduct a lethality assessment of client and dispatch appropriate resources (police, EMT, MCT, MRT) when necessary
• Completes an environmental risk and safety assessment and relays all information to MCT/patrol when necessary
• Access bed registry and other resources to connect callers to services.
• Comply with the GBRICS Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
• If self-identified as a peer, participate in regular peer support sessions.
• Comply with the organization’s Secondary Trauma Prevention policy.
• Adhere to annual training requirements.
• Develop appropriate and realistic crisis plan for clients when necessary
• Develop appropriate follow up tasks depending on nature and security of symptoms
• Knowledge and familiarity with community resources, both mental health…