Crisis Counselor II

Volunteers Of America Inc

General Function:

Crisis Counselor II provides crisis intervention, suicide prevention, information & referral, and brief supportive counseling to clients who are in emotional distress and/or seeking information about mental health services. Crisis Counselor II works in a call center and all interactions with clients are by telephone. Crisis Counselor II also provides professional consultation to determine what less restrictive options are appropriate, and also triages requests for face-to-face mental health evaluations, and dispatches the appropriate teams to conduct the evaluation.

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center that provides suicide prevention/intervention, crisis intervention, and professional consultation services, including triaging requests for mental health evaluations to the North Sound Mental Health Region (Snohomish, Skagit, Island, Whatcom, and San Juan Counties) and Salish Region (Kitsap, Jefferson, and Clallam Counties). CCRS is a part of the Integrated Crisis Response System. We provide brief crisis counseling and assist the community and clients in determining what mental health services are most appropriate for the current mental health crisis. Our crisis center is also a part of the National Suicide Prevention Lifeline.

Major Duties and Responsibilities:

  • Provide crisis intervention, suicide prevention, and brief supportive counseling to clients who are in emotional distress
  • Conduct assessments of clients per regional and program policies and procedures
  • Manage interactions with clients to ensure an appropriate level of support is provided in an efficient manner
  • Adhere to policies & procedures
  • Accurately and efficiently document client interactions
  • Meet or exceed established key performance indicator goals
  • Utilize current technologies to interact with clients and members of the community
  • Provide professional assessment, consultation, and coordination
  • Attend staff meetings and trainings on local and regional levels
  • Act as mentors and coaches to new staff



  • A Master’s Degree in Psychology, Social Work, or related field is required. At least 1 year of experience in a healthcare contact center and/or in mental health counseling. Suicide prevention, crisis intervention, and/or mental health information and referral services experience preferred

Required Skills:

  • Fluency in the English language, both oral and written
  • Courteous, empathic, and professional manner
  • Motivational interviewing
  • Active listening skills to establish a collaborative relationship with clients
  • The efficiency with information-gathering, and problem-solving to facilitate positive case resolutions
  • Superior communication skills to convey information to clients clearly, accurately, and completely
  • Ability to simultaneously talk and type while utilizing multiple screens and/or windows
  • Ability to quickly and accurately document chart notes in an electronic medical record
  • The Efficiency of balancing pace and flow of conversation and call time

Covid 19 Vaccination:
VOAWW requires all employees to be fully vaccinated against the COVID-19 (SARS-CoV-2) virus with an FDA-approved vaccine. Fully vaccinated is defined as 14 days after the final vaccination dose has been administered. Vaccination cards, other electronic proof of vaccination, or approved ADA (Americans with Disability Act) Accommodation requests based on medical or sincerely held religious beliefs will be required as a condition of employment.

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