Overnight Phone Counselor (On-Call)

PRN OVERNIGHT CRISIS PHONE COUNSELOR

Classification: PRN (as needed), Non-Exempt Reports to: Phone Supervisor

This position operates as an essential employee. All members of Harford Crisis Response (HCR) are the frontline, first response workers for mental health in Harford County. HCR employees are employed through the Office on Mental Health/Core Service Agency of Harford County, Inc. (OMH/CSA).All direct care workers are cross trained to provide multiple types of crisis response as part of HCR’s mission to make timely and effective crisis care available and accessible to the community. 

PRN Crisis Counselors shall minimally hold a bachelor’s degree in a human services field with preference given to master’s level clinicians and highest preference to licensed clinicians.

Major Duties and Responsibilities:

• On-Call/As Needed Overnight Crisis Phone Counselor from 11pm-7am, Monday - Friday.
• On a PRN basis, provides coverage for shifts not able to be filled by FT or PT Phone Counselors
• Answers the phone, offering support while providing active engagement and appropriate responses; utilizes active rescue as required and as a last resort
• Enters timely, accurate and complete documentation of hotline calls, dispatches, and other client and collateral contact in the electronic health record
• Provides crisis interventions to clients experiencing mental or behavioral distress to deescalate situations; utilizes the least invasive intervention; participates in active rescue as required and as a last resort
• Works effectively as a collaborating member of the care team, including case debriefing with partner or other team members as needed
• Interviews clients, reviews records, conducts assessments, or confers with community providers to evaluate the mental or physical condition of clients or patients
• Collaborates with community providers to plan or coordinate treatment
• Refers clients to community resources for housing or treatment to assist in recovery from mental illness or substance use, following through to ensure service efficacy
• Educates clients about mental health, substance use, and available community resources
• Monitors, evaluates, records, and provides follow-up on client progress with respect to agency mission and treatment goals
• Assist clients in adhering to treatment plans, by scheduling appointments, arranging for transportation to appointments, or providing additional support, as needed
• Completes assigned training
• Contributes to a culture of “yes” and “no wrong door” at Harford Crisis Response
• Assists with daily office upkeep tasks with the team
• Follows guidelines and protocols established in the Program Handbook and Agency policies
• Provides afterhours coverage, as assigned
• Performs other duties as assigned

Performance Standards

• Demonstrates outstanding interpersonal skills
• Ensures timely and accurate resource referrals, case follow-up, and documentation
• Demonstrates knowledge of community relationships with agency and externally
• Demonstrates excellent verbal and written communication skills
• Demonstrates ability to resolve problems
• Demonstrates the ability to work collaboratively as part of a team