988 LGBTQI+ Youth Online Crisis Counselor II

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

About Care Crisis Response Services (CCRS):

CCRS is a 24/7 crisis center offering suicide prevention, crisis intervention, and professional consultation services, including behavioral health evaluations. We provide brief crisis counseling and help clients identify appropriate services for their behavioral health crises. Our operations include regional and 988 crisis lines across Washington State.

General Function:

This full-time, hourly position primarily involves answering online chats and texts from 988/The National Suicide Prevention Lifeline under the LGBTQI+ Youth subnetwork. The Online Crisis Counselor provides non-judgmental, empathetic emotional support using crisis intervention and suicide prevention techniques during online exchanges with visitors in crisis. Responsibilities also include welcoming and coaching new counselors, providing support and consultation to them as needed, and performing imminent risk and mandated reporting procedures according to policy. Additional duties may be assigned by the Program Coordinator.

Principal Activities:

• Answer incoming chats and texts, providing crisis intervention, suicide prevention, and brief supportive counseling to clients in emotional distress or at risk of suicide
• Deliver trauma-informed care to clients accessing the LGBTQI+ Youth Chat & Text service
• Conduct safety assessments following agency policies, funding, accreditation requirements, and Lifeline Best Practices
• Manage client interactions efficiently, ensuring appropriate support is provided
• Initiate police intervention if a visitor is at immediate risk of harm to themselves or others
• Adhere to legal requirements, including HIPAA confidentiality and mandated reporting (e.g., CPS, APS referrals, Tarasoff Duty to Warn)
• Collaborate with the online crisis counselor team and Shift Leads on complex cases
• Consult with Shift Leads and Master’s level Crisis Shift Managers on compliance issues, including mandatory reporting, HIPAA, and imminent risk
• Use Microsoft Teams to communicate with remote staff and 988 Crisis Shift Leads
• Participate in staff meetings and training to enhance clinical skills and professional development
• Mentor and coach new staff
• Contribute to an environment that focuses on ensuring integrity, respect, accountability, and trauma informed service
• Other duties as assigned

Effect on End Results:

• Decrease the level of a Visitor’s crisis by engaging the Visitor and utilizing crisis intervention and de-escalation skills
• Reduce the risk for suicide by utilizing intervention techniques
• Respond to chats efficiently so Visitors are able to engage with an Online Crisis Counselor in the shortest amount of time possible
• Provide essential and critical crisis support to the high-risk population of LGBTQI+ Youth

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Requirements:

• Master’s Degree in a social science/behavioral health or related field and one (1) year experience in a mental health or related position
• Agency Affiliated Counselor Registration is required within 30 days of employment, or equivalent, and must remain in active status during employment
• Passing a typing test with a score of 35 WPM or higher
• Demonstrated respect for diversity and understanding of issues faced by LGBTQI+ youth

Required Skills:

• Fluency in English (oral and written)
• Courteous, empathic, and professional demeanor
• Proficiency in Motivational Interviewing and active listening
• Strong problem-solving and information-gathering skills
• Superior communication skills to convey information clearly and effectively
• Ability to multitask, including talking and typing simultaneously
• Respect for diversity and cultural competency
• Efficiency in documenting notes in electronic medical records

Home Office Technology Requirements

• High-Speed Internet: Minimum download speed of 100Mbps and upload speed of 10Mbps. To ensure smooth workflow, you will be required to provide a recent internet speed test result as proof
• Secured Wired Connection: A direct wired connection to the internet using a secured ethernet cable is mandatory. Wireless connections (WiFi) are not allowed due to potential security risks and performance limitations
• No Satellite Internet: Satellite internet service providers such as HughesNet, Starlink, or Visat are not supported due to latency issues that can negatively impact service delivery

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.