Crisis Access Counselor – 3rd Shift

Role Overview

• 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
• 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