Crisis Hotline Phone Counselor (Full-Time)

Crisis Intervention Team Member

Do you have crisis hotline experience? Come join our team of compassionate and experienced staff at Baltimore County Crisis Response!

We are seeking Full Time candidates who can work day shifts (8:00am to 4:00pm) or evening shifts (4:00pm to midnight) in person at our office in Timonium, MD.

Santé Group Companies prides itself in being a leader in community-based behavioral and mental health services. Our track record of innovation and growth reflects our ability to deliver diverse and highly individualized services. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community. The Santé Group aspires to create an organization that places value on collaboration, innovation, creativity, and inclusiveness. To achieve this success, it is essential that all members of our organization feel secure, welcome, and respected. All members of our organization have a responsibility to uphold these values.

Sante is seeking Full-Time Phone Counselors to join our crisis intervention team in Timonium, MD. The primary goal of the Phone Counselor is to provide appropriate services for both the local hotline as well as the GBRICS call center which includes the 4-county region of callers across Baltimore city, Baltimore County, Howard County, and Carroll County. These services may include supportive counseling, information and referrals, crisis intervention counseling, suicide prevention and intake screening of callers to the Mobile Teams, In Home Intervention Teams, Urgent Care Center and other BCCRS service components. This also includes dispatching appropriate services when needed as well as providing goal directed counseling, crisis planning, and follow up for clients served.

This is an In-Person role. NOT REMOTE!

What You'll Do:

• Have the ability to work in a highly stressful environment that deals with frequent suicidal callers.
• Assesses each caller's presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
• Document all information in appropriate client case.
• Can effectively deescalate a client in crisis, over the phone. Develop a rapport with client and maintain objectivity and demeanor on the phone.
• Effectively triage a call to the appropriate level of care
• Conduct a lethality assessment of client and dispatch appropriate resources (police, EMT, MCT, MRT) when necessary
• Completes an environmental risk and safety assessment and relays all information to MCT/MRT/patrol when necessary
• Access bed registry and other resources to connect callers to services.
• Comply with the GBRICS Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
• If self-identified as a peer, participate in regular peer support sessions.
• Comply with the organization's Secondary Trauma Prevention policy.
• Develop appropriate and realistic crisis plan for clients when necessary
• Develop appropriate follow up tasks depending on nature and severity of symptoms
• Knowledge and familiarity with community resources, both behavioral health and non-behavioral health
• Active participation in the ongoing development of the program database
• Able to effectively communicate client needs while making internal agency referrals
• Able to complete documentation in an accurate, thorough and timely manner
• Ensure all tasks related to each case are completed during each shift worked
• Recognizes need for consultation with available supervisor and or team lead
• Participate in all required trainings
• Work with families and involved persons to deescalate current crisis
• Abide by all federal, state and local confidentiality and reporting regulations
• Comply with all of programs contractual and operational guidelines as outlined by your manager
• Check work e-mail according to agency protocol.
• Responsible for coverage on assigned Sante holiday shifts (Shifts may be of varied length to meet coverage needs. For example, 8-to-12-hour shifts may be assigned on these dates)
• Other duties as assigned

What We Require:

• Bachelor's Degree in Counseling, Social Work, or a related field of study
• 1 year professional crisis work experience may be substituted for the education requirement

What You'll Get:

• Salary Range: $24.00 to $26.50 per hour based on experience.
• Available shifts:
  • Day Shift: 8:00am to 4:00pm
  • Evening Shift: 4:00pm to 12:00am
• Full Time Benefits
  • Robust Retirement Plan – 403(b) with company match to support your future.
  • Health Coverage That Cares – Comprehensive medical, dental, and vision insurance.
  • Time to Recharge – Generous paid time off and sick leave.
  • Celebrate You – Enjoy your birthday off every year!
  • Training & Growth – Ongoing development programs and career advancement opportunities.
  • Culture of Purpose – A welcoming, inclusive environment where you belong.
  • Employee Assistance Program – Confidential support for life's challenges.
  • Wellness Perks – Annual wellness initiatives and access to the Calm App.
  • Recognition & Rewards – Through our Awardco platform and referral program.
  • Exclusive Discounts – Enjoy deals through FunEx and more.
  • Life and AD&D insurance provided at no cost.
  • Short and long-term disability coverage.
  • Optional legal assistance and transferable life insurance.
  • Pet insurance for your furry family.
  • Ancillary plans like critical illness, accident, and hospital indemnity.
  • Financial Flexibility – Flexible spending accounts (FSA) to help with healthcare and dependent care expenses.

We understand that no candidate is perfectly qualified for any job, and we believe that diversity of background and experience makes for better problem-solving and collaboration, which is why we are dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, a passion for making an impact, a personal desire to grow, and the ability to help individuals heal, recover, and thrive.

Santé Group Companies aspires to create an organization that places value on collaboration, innovation, creativity, and inclusivity. To achieve this success, it is essential that all members of our organization feel secure, welcomed, and respected. All members of our organization have a responsibility to uphold these values.

Santé Group Companies is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The Santé Group participates in E-Verify.