Bi-Lingual (Spanish/English or Cantonese/Mandarin/English) Crisis Counselors provide evidence-informed crisis intervention, suicide prevention, information & referral, and brief supportive counseling to clients who are in emotional distress and/or seeking information on available services. Crisis Counselors interact with clients by telephone, SMS text messaging, and/or web chat. Must be able to work some holidays. Position is full-time, Friday-Tuesday 11:00 PM - 7:00 AM.
Major Duties and Responsibilities:
- Provide evidence-informed crisis intervention and suicide prevention support, and brief supportive counseling to callers who are in emotional distress and require such an intervention.
- Conduct assessments of clients in accordance to program policies & procedures.
- Utilize resource referral database to provide information and referral assistance to callers seeking mental health and substance abuse services.
- Manage interactions with clients to ensure appropriate level of support is provided in efficient manner.
- Adhere to policies & procedures for each service offered by program.
- Accurately and efficiently document client interactions.
- Meet or exceed established key performance indicator goals.
- Utilize telephone, SMS texting, and/or web chat to interact with clients.
- Fluency in the English language, both oral and written
- Fluency in the Spanish language and/or Cantonese & Mandarin languages (oral required, written optional, but preferred)
- Handling inquiries and requests in a courteous and professional manner
- Motivational coaching and interviewing
- Listening to and empathizing with clients and acknowledging their concerns
- Gathering information to determine a client's needs, apply problem-solving skills, and resolve the inquiry/request effectively
- Communicating information to the clients clearly, accurately, and completely
- Recording the inquiry type accurately and efficiently
- Handling crisis and abusive calls in a professional and effective manner
- Controlling the pace and flow of the conversation and managing call time effectively
A Master's Degree in Psychology, Social Work or related field, or a Bachelor's degree plus at least three years of experience in healthcare contact center and/or in mental health counseling. Crisis intervention and/or mental health information and referral services experience a plus. Applicants should be comfortable working independently and as part of a team in a collegial group environment. Bilingual skills are required.
How to apply
Interested applicants should submit resume and cover letter to Edwina Nuñez-Gordon at ENunez-Gordon@mhaofnyc.org
50 Broadway, 19th Fl, New York, NY, 10004, US