Hotline Counselor

For 50 years, Buckelew Programs has been committed to the mission of providing mental health and addiction services that promote recovery, resilience and hope. The agency provides numerous essential community services throughout Marin, Sonoma and Napa counties ranging from supported housing and job training for people with mental illness to outpatient psychotherapy and other support for children, adults and families, as well as residential detoxification services, and a regional suicide prevention program and crisis hotline. 

The Hotline Counselor  works as part of our Buckelew Suicide Prevention Program,  primarily responsible for overnight and/or weekend hotline shift coverage. Extensive training is provided. Hotline Counselors consistently support the mission and objectives of Buckelew Programs by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, and adhering to applicable federal, state and local laws and regulations, and Buckelew policies and procedures.   

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond appropriately to all incoming calls to the hotline on all counseling lines in accordance with training and established practices.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Attend in-service meetings as scheduled.  Maintain updated knowledge of, and implement, program protocol changes.
• Assist in the training and mentoring of new counselors on shift.
• Responsible for keeping accurate ADP time records of all shifts worked.
• Attend all scheduled staff meetings, in-service meetings, and trainings as scheduled.   Complete ongoing training assignments as required.  Review email, announcements, resource books, manuals and directories during each shift worked.

QUALIFICATIONS:

Education and Experience: High school education at minimum, Associates’ Degree in social services preferred.  Experience in telephone counseling, preferably in a crisis or suicide prevention environment preferred.  Continued employment dependent upon completion of Telephone Counseling Training Class.  Ability to continue training and to work alone, including night shifts.  Bilingual English/Spanish verbal skills highly desirable.

Skills and Abilities:  Very strong interpersonal skills and the ability to build a counseling relationship with callers. Demonstrated proactive approaches to problem-solving with strong decision-making capability.   Emotional maturity.  Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response. 

Computer experience to include experience with databases and Microsoft Outlook.   Keyboarding skills at 35 WPM or greater, with accuracy. Reliable, excellent attention to detail and accuracy.   Able to manage a flexible work schedule and commit to agreed upon hours with a high level of reliability and responsibility.

Physical Requirements:  All work is performed in a comfortable indoor facility.  Ability to maintain composure and work quality Job frequently requires sitting, handling objects with hands and the use of fine motor skills.   Constantly/frequently operates a computer and phone and required ongoing communication in the form of listening and speaking. Job occasionally requires standing, walking, and reaching.  Vision requirements: Ability to see information in print and/or electronically.  Hearing requirements:  Ability to hear information in person and by telephone.

AA/EOE