Crisis Access Counselor - Overnight Shift (Remote in IL)
About the positionResponsibilities• Work hours prescribed by leadership and any additional hours deemed necessary for the responsibilities assigned. • Conduct assessments of callers in crisis to determine the severity of the situation, including potential risks to their safety. • Provide immediate and appropriate crisis intervention, using de-escalation techniques to reduce emotional distress and promote safety. • Document client information and interactions in an Electronic Health Record. • Employ active listening techniques to create a safe and supporting environment where callers feel heard, understood, and validated.• Conduct a seamless transition of caller to Mobile Crisis Response counselors, providing the team with geographic details, presenting issues, mental health status and other details. • Identify and connect callers to relevant community resources, mental health services, or emergency services as necessary. • Facilitate the seamless transition of care when needed, ensuring that the caller receives ongoing support, and that all relevant information is shared to maintain continuity. • Work with callers to develop safety plans when necessary, including coping strategies, emergency contacts, and steps to mitigate immediate risks.• Contact emergency services or healthcare providers when a caller's safety is at risk and a higher level of intervention is required. • Monitor Mobile Crisis Response staff availability across assigned location and dispatch counselors based on their availability and geographic proximity. • Understand and comply with the principles established by the Rosecrance Corporate Compliance Program and Code of Conduct. • Perform all responsibilities in compliance with the mission, vision, values, and expectations of Rosecrance.• Able to provide culturally competent and exceptional customer service consistently to every customer. • Serve as a role model for other staff, clients and customers and demonstrate positive guest relations in representing Rosecrance. • Assume other related duties as assigned by leadership. Requirements• Bachelor's Degree in Psychology, Social Work, Counseling, or equivalent training or experience required. • Must qualify at a minimum as a MHP per Illinois Department of Health Rule 132. • Demonstrated experience in a contact center or remote-based counseling role preferred.• Experience in a behavioral healthcare setting preferred. • Knowledge of crisis de-escalation techniques and the ability to remain calm and composed in high-pressure situations. • Strong verbal communication skills, including the ability to convey information accurately over the phone. • Sound judgement to assess situations, determine the severity of crises, and take appropriate action, including referral to emergency services. • Working knowledge of contact center metrics, data management, and telephone systems.• Excellent written and oral communication skills. • Strong communication skills essential; adept at collaborating across departments and engaging with leadership at all levels. • Strong computer skills required, including proficiency in operating various software applications, and navigating digital platforms effectively. • Belief in the mission and vision of Rosecrance. Benefits• Medical, dental, and vision insurance (multiple plan options to meet your needs)• 401(k) with employer match & discretionary contribution• Group Life Insurance, LTD and AD&D• Tuition assistance & licensure/certification reimbursement• Paid Time Off, sick time, bereavement leave• Referral program earning up to $1,000 per hire!• Wellness program, including an on-site gym at select facilities• Discounts at participating retailers• Daily pay available through UKG Wallet for financial flexibility Apply tot his job