Call/Chat Specialist

Position Title: Call and Chat Counselor Location: Lawrence, KS-On-Site Accepting applications for 1st Shift (6am-2pm) and 2nd Shift (2pm-12am) Applications will be accepted until: Open until filled Compensation and Benefits Full time, non-exempt $15.00/hour, increasing to $22/hour upon completion of in-house training program (approx. 1 month) Shift differential applicable on 2nd and 3rd shift Employer shared plan for Long Term Disability, Health, Dental, and Vision Insurance Voluntary: Life Insurance, FSA Health, FSA Dependent Care, Accident coverage Short Term Disability, employer paid 401k with up to 5% match by employer Paid time off EAP Program Position Summary: The Call and Chat Counselor position is a full-time, non-exempt, 36-hour week average position. This position is expected to work some weekends and holidays. This position will report directly to the Crisis Call and/or Chat Center Coordinators. Job Duties: Call and Chat Counselors are required to complete a paid in-house crisis counselor training program and a minimum of 60 paid hours of on-the-job practice. Call and Chat Counselors play an integral role in providing crisis and emotional support through call, chat, and text services. This training prepares individuals to answer the Suicide and Crisis Lifeline (988) for all Kansas communities. Position Expectations Understand and communicate persuasively the mission, vision, and values of HeadQuarters Kansas; Able to represent HeadQuarters Kansas and themselves with integrity and professionalism at all times; Reliable transportation; Must be able to pass State and Federal criminal background checks. Responsibilities include: Answers the National Suicide Prevention Lifeline using the philosophy of care and counseling skills included in HeadQuarters Kansas Crisis Counselor Training; Provides crisis intervention to consumers using reflective listening skills, de-escalation, assessment of risk (e.g. suicide, homicide, substance use, sexual violence, domestic violence, and abuse & neglect), safety planning, follow-up, care linkage, and referral to resources; Assess consumers on the call or chat lines for imminent risk in accordance with the 988 Suicide & Crisis Lifeline Policy for Helping Callers at Imminent Risk of Suicide; Completes documentation in a timely and quality manner, while monitoring the quality and completeness of documentation of peers and volunteer counselors (flags call logs for review by a supervisor); Handles incoming contacts effectively to ensure timely speed of answer and target answer rate Provide support and guidance to volunteers; Participates in organizational events intended to promote connectedness within the organization and the broader community; Required Education and Experience: High school diploma or equivalent 18 years of age or older Proficiency in English written and oral language skills Excellent communication skills written, and verbal. Preferred Education and Experience: Completion of Applied Suicide Intervention Skills Training (ASIST) Previous experience in conflict resolution Diversity, Equity, Inclusion, and Belonging It is HeadQuarters Kansas intention to create and foster a diverse and inclusive work environment. We are an equal opportunity employer. All applicants will receive employment consideration without discrimination toward race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. The Americans with Disabilities Act ensures your right to reasonable accommodations during the employment process. A request for accommodation will not affect your opportunities for employment with HeadQuarters. If you wish to request an ADA accommodation, please contact HeadQuarters. HEADQUARTERS KANSAS IS AN EEO / AA EMPLOYER