Part Time Crisis Line Phone Counselor

Part Time Crisis Line Phone Counselor

Department: Crisis Services

Employment Type: Part Time

Location: Oakland, CA

Compensation: $25.00 / hour

Position Title: Crisis Line Phone Counselor

Employment Type: Part Time

Pay Rate: $25.00 per hour base pay

Shift Differential Eligibility: shift differentials: +$1.50 for evenings and weekends Mon-Fri 4p-12a and Saturday-Sunday 8a-12am. + $5/hr per hour for all shifts 12a-8a.

Eligibility for Remote Work: Eligible for hybrid work after initial training.

Benefits: Medical, Dental, Vision insurance eligibility. Retirement plan eligibility with 2% employer match. 13 paid holidays. Paid sick time off, paid vacation and paid floating holidays available.

Schedule: 22 Hour Fixed Schedule comprised of 20 hours of direct line work (five‑4‑hour shifts) + 1.5 hours for weekly group supervision + individual supervision (for a total minimum of 22 hours).

Crisis Support Services of Alameda County ((Use the "Apply for this Job" box below).), a nonprofit community mental health agency, is seeking Crisis Line Phone Counselors to fill overnight, evening, and weekend shifts. The position is supporting CSS 988 capacity building. The Phone Counselor position answers calls on our 24‑hour crisis lines, 988, National Suicide Prevention Line, and After‑Hours lines to provide crisis intervention, information, and referral services to meet the needs of the community, adhere to the highest possible ethical standards, and comply with program policy and procedures.

This assignment is an opportunity to make a meaningful difference in the lives of others and work collaboratively with a team in an innovative and compassionate environment. You must also be open for emergency fill‑in shifts.

This position is best suited for people who enjoy thinking on their feet, collaborating with local behavioral health agencies, and working with people from diverse backgrounds. Join our team of dedicated staff and volunteers to help people in crisis connect to live‑saving resources in our community.

Phone Counselors report to one of the Crisis Line Coordinators and will utilize consultation as needed. They attend/lead team huddles at the start of every shift. This position receives 30 minutes of supervision a week during the introductory period of employment, after which they will receive a minimum of 60 minutes of individual supervision per month. This position will utilize consultation as needed.

In addition, the Phone Counselor will attend 1.5 hours of weekly group supervision. Phone Counselors are strongly encouraged to attend all Staff Meetings on 2nd and 4th Wednesdays 9:30am‑10:45am when their schedule allows.

Answer calls as they are presented. Utilize a wide range of crisis line interventions to meet the needs of crisis line and after‑hours callers. Recommend updates to call profiles. Recommend breaking confidentiality for mandated reporting (consultation is mandatory) – The agencies you can break confidentiality with include: CPS, APS, Ombudsman. Recommend breaking confidentiality for imminent risk (consultation is mandatory) – another crisis line or community mental health agency, local law enforcement agency or a caller’s family member.

Recommend program policies, practices, and purchases that increase the effectiveness of the Crisis Line program.

• Responsible for responding to callers on the 24/7 Crisis Lines and National Suicide Prevention Lifeline including calls from 988
• Responsible for responding to callers on the After‑Hours lines including contacting the on‑call crisis worker for requests from hospitals, law enforcement agents, or jail facilities
• Responsible for responding to third party callers on the crisis lines, lifeline, and After‑Hours lines
• Responsible for providing client centered coaching and advocacy to callers on how to navigate systems of care for themselves and their loved ones to minimize traumatic experiences and increase successful connection with community resources
• Responsible for actively engaging with teammates during shifts.
• Responsible for documenting call notes for each and every call.
• Respons…