Crisis Access Counselor - 3rd Shift (Remote in IL)

About the position The Crisis Access Counselor plays a critical role in providing immediate, compassionate, and professional support to individuals experiencing emotional distress, behavioral health crises or acute psychological challenges. Serving as a first point of contact for individuals seeking help, the counselor is responsible for assessing the caller’s needs, offering crisis intervention, emotional support, and guidance, and connecting them to the appropriate resources or emergency services when necessary. This position requires excellent communication skills, the ability to remain calm under pressure, and a strong understanding of mental health issues and crisis management techniques. The Crisis Access Counselor must also maintain confidentiality, demonstrate empathy, and utilize active listening skills to de-escalate potentially harmful situations and ensure the safety and well-being of callers. The counselor works collaboratively with the Mobile Crisis Response team to ensure comprehensive care and transitional care as needed.

Responsibilities

• Work hours prescribed by leadership and any additional hours deemed necessary for the responsibilities assigned. Some flexibility may be required for accomplishment of responsibilities.
• Conduct assessments of callers in crisis to determine the severity of the situation, including potential risks to their safety
• Provide immediate and appropriate crisis intervention, using de-escalation techniques to reduce emotional distress and promote safety.
• Document client information and interactions in an Electronic Health Record
• Employ active listening techniques to create a safe and supporting environment where callers feel heard, understood, and validated.
• Conduct a seamless transition of caller to Mobile Crisis Response counselors, providing the team with geographic details, presenting issues, mental health status and other details
• Identify and connect callers to relevant community resources, mental health services, or emergency services as necessary
• Facilitate the seamless transition of care when needed, ensuring that the caller receives ongoing support, and that all relevant information is shared to maintain continuity.
• Work with callers to develop safety plans when necessary, including coping strategies, emergency contacts, and steps to mitigate immediate risks.
• Contact emergency services or healthcare providers when a caller’s safety is at risk and a higher level of intervention is required.
• Monitor Mobile Crisis Response staff availability across assigned location and dispatch counselors based on their availability and geographic proximity.
• Understand and comply with the principles established by the Rosecrance Corporate Compliance Program and Code of Conduct.
• Perform all responsibilities in compliance with the mission, vision, values, and expectations of Rosecrance.
• Able to provide culturally competent and exceptional customer service consistently to every customer.
• Serve as a role model for other staff, clients and customers and demonstrate positive guest relations in representing Rosecrance.
• Assume other related duties as assigned by leadership.

Requirements

• Bachelor’s Degree in Psychology, Social Work, Counseling, or equivalent training or experience required
• Must qualify at a minimum as a MHP per Illinois Department of Health Rule 132
• Knowledge of crisis de-escalation techniques and the ability to remain calm and composed in high-pressure situations
• Strong verbal communication skills, including the ability to convey information accurately over the phone
• Sound judgement to assess situations, determine the severity of crises, and take appropriate action, including referral to emergency services
• Working knowledge of contact center metrics, data management, and telephone systems
• Excellent written and oral communication skills
• Strong communication skills essential; adept at collaborating across departments and engaging with leadership at all levels.
• Strong computer skills required, including proficiency in operating various software applications, and navigating digital platforms effectively
• Belief in the mission and vision of Rosecrance

Nice-to-haves

• Demonstrated experience in a contact center or remote-based counseling role preferred
• Experience in a behavioral healthcare setting preferred

Benefits

• Medical, dental, and vision insurance (multiple plan options to meet your needs)
• 401(k) with employer match & discretionary contribution
• Group Life Insurance, LTD and AD&D
• Tuition assistance & licensure/certification reimbursement
• Paid Time Off, sick time, bereavement leave
• Referral program earning up to $1,000 per hire!
• Wellness program, including an on-site gym at select facilities
• Discounts at participating retailers
• Daily pay available through UKG Wallet for financial flexibility

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