Work hours prescribed by leadership and any additional hours deemed necessary for the responsibilities assigned. Some flexibility may be required for accomplishment of responsibilities.
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