NBU Online Crisis Counselor

Position: 988 NBU Online Crisis Counselor I
Volunteers of America is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives that allow us to better serve and uplift our community – and each other.

The primary responsibility of this full-time, hourly position is to respond to online chats and texts originating from 988/The National Suicide Prevention Lifeline. The Online Crisis Counselor provides non-judgmental crisis support using a crisis intervention model and suicide intervention techniques, as appropriate, for Visitors in self-defined crises. Online Crisis Counselors also participate in welcoming and coaching new counselors and perform other duties as assigned by the Program Coordinator.

They provide support and consultation to new counselors and are responsible for adhering to imminent risk and mandated reporting procedures according to policy.

Principal Activities Answer incoming chats and texts, providing crisis intervention, suicide prevention, and supportive counseling to clients in emotional distress or at risk of suicide

Conduct safety assessments in line with agency policies, funding, accreditation, and Lifeline Best Practices Manage client interactions to ensure efficient and appropriate support

Initiate police intervention procedures if a Visitor is at immediate risk of harm Adhere to state and federal legal requirements, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS, Tarasoff Duty to Warn)
Collaborate with the online crisis counselor team and Shift Leads on complex cases

Consult with Shift Leads and Master’s level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, and imminent risk

Use Microsoft Teams to engage with remote staff and 988 Crisis Shift Leads Attend staff meetings and trainings to enhance clinical skills and promote professional development

Mentor and coach new staff

Benefits

We believe that taking care of our team is essential to fulfilling our mission. We offer a comprehensive and competitive benefits package designed to support your well-being as a full-time employee.

Vacation and Sick Time:
Vacation up to 200 hours, Sick time up to 108.64 hours

Competitive compensation

Holidays: 9 paid per year + 2 paid floating holidays

Medical, Dental, and Vision Health Savings Account (HSA)
Flexible Savings Account (FSA) medical & dependent care

Free Employee Assistance program
403(b) Retirement Plan matching

Professional Development opportunities

We’re looking for candidates who bring the skills, experience, and qualifications needed to succeed in the role and contribute to our team.

Bachelor’s Degree in a social science/behavioral health or related field and one (1) year experience in a mental health or related field

Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment.

Passing a typing test with a score of 35 WPM or higher

Fluency in English (oral and written)
Courteous, empathic, and professional demeanor

Proficiency in Motivational Interviewing and active listening

Strong problem-solving and information-gathering skills

Superior communication skills to convey information clearly and effectively

Ability to multitask, including talking and typing simultaneously

Efficiency in documenting notes in electronic medical records

Home Office Technology Requirements High-Speed Internet:
Minimum download speed of 100

Mbps and upload speed of 10

Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof

Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations

No Satellite Internet:
Satellite internet service providers such as Hughes Net, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery

Equal Employment Opportunity Statement We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.#voaww2