Remote-Based Bilingual Crisis Counselor

Description  IMPORTANT NOTE: At this time, we are only hiring employees from the following states: Alabama, Arizona, Florida, Georgia, Kentucky, Louisiana, Missouri, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, West Virginia, and Wyoming.   Note: this is a fully remote position CONTACT Workplace Expectations  As part of their duties and responsibilities, all CONTACT employees are expected to consistently demonstrate the following:  Deliver high-quality work within established timelines, maintaining focus and accountability whether working independently or with guidance.  Engage respectfully and professionally with colleagues, supervisors, community partners, and individuals seeking services.  Contribute meaningfully to team efforts, embracing collaboration as a core element of CONTACT’s mission and daily operations.  Operate independently when needed, while maintaining strong communication and coordination with other team members to support shared goals and organizational continuity.  Uphold a high level of integrity, responsibility, and trustworthiness when working remotely, ensuring confidentiality, appropriate use of time, and adherence to CONTACT’s standards in all settings.    Position Summary  CONTACT Care Line is East Tennessee’s first crisis hotline. Our 988 Crisis Program provides text and phone-based support for individuals experiencing emotional distress or suicidal crisis. Crisis Counselors are responsible for assessing suicide risk, offering compassionate support, ensuring timely documentation, and collaborating with visitors to create safety plans. In addition to responding on the front lines, counselors are expected to engage in follow-ups, maintain communication standards, and adhere to all clinical, legal, and operational guidelines.    CONTACT’s team culture values mutual support, professional growth, and a shared mission to make a difference— every single day.    Primary Duties and Responsibilities  Crisis Intervention and Support  Respond to 988 telephone interactions in Spanish in a timely, compassionate, and culturally sensitive manner  Assess and mitigate suicide risk using established protocols and safety planning procedures  Deliver emotional support utilizing active listening and de-escalation skills  Provide referrals to appropriate community resources as needed  Follow all clinical and operational protocols, including making outbound calls to high-risk visitors and conducting independent follow-ups  Initiate and conduct follow-up outreach based on visitor needs, program and services guidelines, and clinical judgment  Participate in and complete training for phone-based services in both Spanish and English; maintain readiness to support Spanish-speaking visitors at all times  Clinical Documentation and Communication  Accurately and thoroughly document all visitor interactions in accordance with organizational procedures  Complete documentation within 8 minutes per interaction, ensuring clinical details are clear, timely, and aligned with documentation standards  Engage in SBAR (Situation, Background, Assessment, Recommendation) consultations for escalated visitor cases and mandatory reporting (MR) conversations  Use Slack as the virtual home office, maintaining an active presence and responding promptly and professionally to al work-related messages within 3 minutes during scheduled shifts. This include shift-chat consults, DMs from staff and your supervisor during your shift. Social or update channels do not require a response within 3 minutes.   Participate in meetings and supervision sessions on Microsoft Teams and be prepared to join video calls professionally when requested during scheduled shifts or for pre-arranged meetings  Read and appropriately engage with all communications and updates from leadership, including the #updates and #paid-staff-topics channels on Slack  Attend monthly staff meetings and actively participate in team-wide discussions and initiatives  Mandatory Reporting and Compliance  Be knowledgeable of and adhere to all mandatory reporting requirements, policies, and procedures  Assist in the completion of reports involving suspected child or vulnerable adult abuse  Keep current with Title VI training and ensure adherence to non-discrimination and equity standards  Comply fully with all policies and procedures outlined in the Operations Handbook, Clinical Policy Documents, Clinical Operating Procedures, and Lifeline metrics.  Professional Development and Team Collaboration  Complete all required continuing education, including clinical refreshers, Mind Meld sessions, and other assigned trainings  Attend regular supervision sessions and implement feedback from supervisors  Participate in performance reviews, including probationary and ongoing evaluations  Meet or exceed performance benchmarks for quality, productivity, attendance, and ethical conduct  Support the onboarding of new team members through mentoring when requested  Requirements Experience, Skills, Licenses/Certifications:  Must be 18 years of age or older  Must not be a current or recent (within the past 3 years) client of any CONTACT Care Line crisis program  Bachelor’s Degree from an accredited institution with a minimum of 120 college credits in Social Work or a related mental health field, or equivalent experience required  Minimum of 1 year of experience in mental health, crisis intervention, or a related field preferred Fluent in both Spanish and English, with the ability to provide culturally responsive care in both languages  Strong empathic listening and reflective communication skills  Ability to remain calm and apply logical reasoning in high-stress or high-risk situations  Skilled in identifying and responding to imminent risk, with appropriate urgency and clinical awareness  Demonstrated proficiency in using web-based applications, navigating websites, and troubleshooting basic technical issues   Growth mindset with a willingness to receive and implement feedback promptly  Commitment to non-judgmental, compassionate support for all visitors, regardless of personal, political, or philosophical differences  Resourceful, solution-focused mindset with the ability to make independent decisions under pressure  Commitment to open, timely, and respectful two-way communication  All clinical staff at CONTACT Care Line are required to complete CONTACT Crisis Counselor Basic Training within the first two weeks of employment    Physical requirements include the ability to remain in a stationary position for prolonged periods and work continuously from a computer with high speed, secure internet.