Job description
Follow Up Counselor
Full - Time, Non - Exempt Position
About Vibrant Emotional Health: Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
Position Objective: This contact center-based position is ideal for individuals who are interested in leveraging technology to help others. Follow Up Counselors play a vital role in following up with individuals who were assessed as being at high risk during their inbound contact or third party callers reaching out on behalf of an individual. Through outbound follow up, counselors help to keep people safe and supported until they are feeling better and/or linked to treatment services. The position provides an opportunity to utilize a wide range of clinical skills to reduce the utilization of emergency services by providing follow up support and more appropriate services for patients who do not require admission to the hospital.
Major Duties and Responsibilities:
- Provide evidence-informed information and referral, brief supportive counseling, crisis intervention and suicide prevention support to callers and chat/text visitors assessed as high risk of psychiatric crisis and suicide.
- Conduct assessments in accordance with program policies & procedures.
- Manage high risk interactions to ensure the appropriate level of support and intervention is provided in an efficient manner.
- Assist individuals to overcome barriers to care including motivation, accessibility, and social determinants of health.
- Utilize resource referral databases to provide information and referral assistance to callers and visitors seeking mental health and substance abuse services.
- Adhere to policies & procedures for each service offered by the program.
- Professionally, accurately and efficiently document interactions.
- Meet or exceed established key performance indicator goals.
- Utilize telephone and texting to interact with clients.
- Engage in professional development trainings and meetings as required.
- Other duties as assigned.
Requirements:
- Fluency in the English language, both oral and written.
- Fluency in the Spanish language and/or Cantonese & Mandarin languages (verbal required, written optional) preferred.
- Strong clinical assessment skills.
- Excellent motivational interviewing and safety planning skills.
- Courteous, empathic, and professional manner.
- Efficiency with information-gathering, and problem-solving to facilitate resolution of inquiries and connections to care.
- Superior communication skills to convey information clearly, accurately, and completely.
- Ability to maintain professional demeanor when handling crisis and other difficult contacts.
- Strong work ethic and ability to work well in a team setting
- Ability to work in a confidential and quiet space, with high speed wi-fi connection.
- Must be comfortable working independently and as part of a team in a collegial group environment.
Qualifications:
- Bachelors in Psychology, Social Work, Mental Health Counseling, Nursing or related behavioral health field degree required. Master's Degree, preferred
- Experience working in Healthcare Contact Center and/or in Mental Health Counseling strongly preferred.
- Advanced understanding of behavioral health resources within New York City with a particular focus on crisis services.
Pay Rate: $26.37 - $29.67
Full Benefits - Medical, Dental and Vision. Life insurance, 401K, Transit checks, Legal Services and much more.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
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