Crisis Counselor - Fully Remote in New Mexico

Job description

Who you are:

You are a compassionate professional with strong communication and active listening skills. You excel at connecting with individuals in crisis—whether by phone, text, or other methods—with empathy and professionalism. Calm under pressure, you use effective crisis intervention techniques and a solution-focused mindset to navigate challenging situations with clarity, resilience, and care.

You excel at multitasking, seamlessly managing intense calls while handling multiple tasks and navigating computer systems efficiently. A strong background in psychology, social work, counseling, or a related behavioral healthcare field is essential, and experience in crisis support or similar roles is highly valued.

Integrity and confidentiality are at the core of your work. You maintain the highest ethical standards and uphold privacy in every interaction. You have a secure, HIPAA-compliant workspace with a locking door to ensure caller confidentiality and privacy. Additionally, you embrace a fully remote work model, ensuring you have a stable, wired internet connection that directly connects to your work computer. (If Hired Computer Equipment will be Provided by Protocall)

Primary Responsibilities:

-Maintain a secure, HIPAA-compliant private workspace at home to ensure focus and confidentiality.
-Engage with individuals over the phone, providing support to those experiencing emotional distress or mental health challenges.
-Build rapport and foster client engagement during calls.
-Assess and mitigate risk while maintaining accurate, thorough documentation.
-Provide resources, information, and referrals as needed.
-Assist callers in identifying positive coping strategies and developing safety plans.
-Intervene during emergencies when necessary.
-Stay calm, professional, and focused while multitasking in a fast-paced environment.
-This role is ideal for someone who is dedicated to making a positive impact, capable of navigating high-pressure situations, and committed to providing unwavering support to individuals in need.

What You Can Expect as a New Employee:

As part of Protocall’s 24/7/365 crisis call center, you must demonstrate flexibility in your availability, including a regular willingness to work holidays and weekends. This role begins with an intensive, paid six-week virtual cohort training program designed to refine your skills and ensure readiness for the role. During this time, you will develop your skills through various learning modalities, including book learning, group sessions, roleplay, and live call-taking.

This training is an opportunity to enhance your abilities, fill knowledge gaps, and fully prepare you for your role as a telephonic first responder, delivering professional and compassionate support to individuals in crisis. In order to successfully complete this cohort training program, you are expected to develop fluency and demonstrate proficiency in key crisis care skills. Successful completion of this training is necessary for continued employment beyond this 6 week cohort training program.

Six Week Cohort Training Schedule: You will attend a regular Monday through Friday, 8:00 AM to 4:30 PM PST cohort training program for six weeks.

Post Cohort Training: After successfully completing Cohort Training you will begin your regular schedule. This schedule is developed in partnership with Protocall’s Scheduling Department, during your Pre-Hire/Onboarding process.

Protocall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.

• Fully Remote, Comprehensive medical, dental, and life insurance plans
• 401(k) retirement plan with company match
• Company-matched student loan repayment program