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Remote Crisis Counselor – Bachelor’s Level

Work from your home while making a difference at the nation’s elite telephonic behavioral health organization!

ProtoCall Services is a national leader in crisis intervention, assessment and access services in the behavioral health field. We are also 100% remote! As we continue to grow our team, our employees’ health and safety remains a top priority, and our years of experience supporting a remote workforce has allowed our staff to continue taking calls from the comfort of their homes without risking themselves or their loved ones by attempting to come to an office. Our close-knit community supports each other virtually, maintaining a culture of connection and engagement.

Established in 1992, ProtoCall’s customers include community behavioral health providers, employee assistance programs, university counseling centers, and managed behavioral health organizations. ProtoCall answers calls on behalf of over 400 organizations who look to our call takers to provide effective and compassionate access to services 24 hours a day, 7 days a week, as coverage that they typically could not otherwise afford.

ProtoCall Services is made up of a resilient team who work around the clock to provide immediate support for those in crisis, and are located all over the country. Think of us as mental health first aid on a paramedic scale; we are telephonic first responders to people in need. We are looking for Bachelor’s level people with relevant experience to work alongside our Master’s level counselors and social workers, providing crisis counseling services to consumers nationwide. Remote workers are highly independent and technologically savvy, with a private work space available.

At ProtoCall, you will learn how to effectively navigate urgent and emergent mental health situations with confidence as one of our crisis intervention professionals. Through our rigorous 6-week training and 6-month orientation period, you will be trained at the elite level of the nation’s leading telephonic behavioral health organization. We are ProtoCall’s Crisis Counselors.

Work at ProtoCall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment. During times of stress, this includes but is not limited to: staying focused on work tasks and productively using time and energy, presenting a positive disposition, maintaining constructive interpersonal relationships, and developing and maintaining appropriate self-care strategies to manage conditions that create stress and to sustain physical and mental health.

What does an average day look like for a Remote Crisis Counselor – Bachelor’s Level?

As a Remote Crisis Counselor – Bachelor’s Level, you provide telephone triage, crisis intervention, coordination and intake services to those in need across the nation. On your calls, you will work under the close supervision of Licensed Master’s Level Mental Health Professionals. You exhibit strong customer service skills in every phone call as you support our callers. This carries over to our ProtoCall remote environment as we build support systems over chat and in Zoom groups. We maintain our supportive culture by displaying a positive attitude and exercising open communication and problem-solving skills.

Our bachelor’s level remote call takers operate from a private home office using our telecommuting equipment, but they are strongly connected to the call center through our technology and chat system. You receive calls from working professionals with anxiety, college students in distress, consumers in recovery, people with thoughts of suicide, and a myriad of other mental health-related presentations. We experience all levels of acuity – from routine counseling requests to someone who is in immediate danger. During an interaction with a client, you will learn to simultaneously speak with consumers over the phone, access information on available resources, manage documentation, collaborate with colleagues for support, and guide callers to their next step…all while talking someone through a critical moment in their life. Our crisis counselors do not carry a caseload and once the immediate work is done with that caller, follow up is arranged with our partners. You will start each new work day fresh without anything left over from the previous shift. As a remote crisis counselor, you are able to work independently, troubleshoot technology, and stay in touch with supervisors and colleagues to continue contributing to the team environment.

This work will teach you to literally talk people off of ledges, as well as help others through job or love loss, grief, loneliness, and anxiety, from callers of different ages and backgrounds. We talk with people looking for recovery options, counseling, or legal services through their EAPs. Crisis is a spectrum, but our training and intervention are thorough and leading in the field. If you want to learn crisis intervention, you have come to the right place.

Benefits

• Ability to work safely from home
• Full benefit program that includes medical, dental, life insurance, 401k, STD/LTD and EAP services
• An accrued planned time off package that earns up to 4 weeks of vacation during your first year
• A team-oriented culture of leading crisis intervention specialists with a supportive supervisory team and accessible senior management – from executives all the way up to C Suite!
• Opportunities for advancement
• Company-matched student loan repayment

Who You Are

You have degree from a four-year accredited college or university.

You reside in WA, OR, AZ, NM, MI, KS, IL, GA, NC, MN, ME, TN, MD.

You have behavioral health/Social Services/Helping Field-related work with direct client/consumer contact experience (6 month cumulative minimum, paid or unpaid).

You thrive in a fast paced environment that serves people in crisis.

You work from a brief, solution-focused model to best assist as many of our callers as possible in a first responder model, while maintaining an unfailing commitment to quality care.

You love to move fast, and perform well under pressure, much like paramedics or ER nurses.

You are able to multitask while remaining present and attuned to callers who may be in their darkest hour, and be ready to do it again the next day.

You do all of our documentation while on and between calls. That means navigating all of our systems and entering information quickly.

Crisis is 24/7/365 and so are we. You don’t mind a nontraditional schedule. You thrive working full-time (32 or 40 hours) in afternoon, evening, and overnight shifts, with one weekend day required every week. Schedules are consistent.

While working from home, to maintain HIPAA compliance and focus, we ask you to have a private office space with a door, with business internet with 10mb speeds or higher, not susceptible to frequent outages. Because our systems run through the internet, it cannot be satellite or cellular hotspots. Static IP address and business class internet is required. This job is high-tech and requires multitasking.

ProtoCall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.