Crisis Counselor

Job Location

Fort Wayne, IN

Remote Type

Fully Remote

Position Type

Full Time

Salary Range

$24.35 - $26.35 Hourly

Travel Percentage

None

Job Shift

Swing

Job Category

Health Care

Benefits

• Comprehensive medical, dental, and life insurance plans
• 401(k) retirement plan with company match
• Short-term and long-term disability (STD/LTD) coverage
• Employee Assistance Program (EAP) services
• Accrued Paid Time Off (PTO) package, earning up to 4 weeks of vacation in your first year
• Company-matched student loan repayment program
• Opportunities for career growth and advancement

Education and Experience Requirements

• Education Requirement:
  • Bachelor’s Degree from an accredited 4 year college or university.
• Experience Requirement:
  • Minimum of 1 year direct experience in Behavioral Health or Social Services

Location Requirement:

• Fully Remote in Indiana

Who We Are:

Protocall Services is a national leader in crisis intervention, providing effective solutions and resources 24/7. Recognized nationally, Protocall has consistently received Top Workplace awards over the past five years, establishing itself as one of the top workplaces in the healthcare industry nationwide.

We are telephonic first responders for: Community Mental Health Centers, Certified Community Behavioral Health Clinics, Managed Behavioral Healthcare Organizations, college and university counseling centers, and Employee Assistance Programs.

Headquartered in Portland, Oregon, Protocall is a remote first organization that serves customers in the U.S and Canada with a team of fully-integrated professionals in select states across the US and Canada.

Who You Are:

You are a compassionate and empathetic professional with exceptional communication skills and the ability to actively listen and connect with others. You are comfortable communicating with individuals in various states of crisis, providing support with empathy and professionalism. You thrive in high-pressure environments, remaining calm and focused while employing effective crisis intervention techniques. Your solution-focused mindset, problem-solving abilities, and resilience enable you to navigate complex situations with patience and clarity.

You excel at multitasking, seamlessly managing intense calls while handling multiple tasks and navigating computer systems efficiently. A strong background in psychology, social work, counseling, or a related behavioral healthcare field is essential, and experience in crisis support or similar roles is highly valued.

Integrity and confidentiality are at the core of your work. You maintain the highest ethical standards and uphold privacy in every interaction. You have a secure, HIPAA-compliant workspace with a locking door to ensure caller confidentiality and privacy. Additionally, you embrace Protocall’s fully remote work model, ensuring you have a stable, wired internet connection that meets company standards.

Primary Responsibilities:

• Maintain a secure, HIPAA-compliant private workspace at home to ensure focus and confidentiality.
• Engage with individuals over the phone, providing support to those experiencing emotional distress or mental health challenges.
• Build rapport and foster client engagement during calls.
• Assess and mitigate risk while maintaining accurate, thorough documentation.
• Provide resources, information, and referrals as needed.
• Assist callers in identifying positive coping strategies and developing safety plans.
• Intervene during emergencies when necessary.
• Stay calm, professional, and focused while multitasking in a fast-paced environment.

What You Can Expect as a New Employee:

As part of Protocall’s 24/7/365 crisis call center, you must demonstrate flexibility in your availability, including a willingness to work holidays and weekends. This role begins with an intensive, paid six-week virtual cohort training program designed to refine your skills and ensure readiness for the role. During this time, you will develop your skills through various learning modalities, including book learning, group sessions, roleplay, and live call-taking.

This training is an opportunity to enhance your abilities, fill knowledge gaps, and prepare you for your role as a telephonic first responder. In order to complete this training program, you are expected to develop fluency and demonstrate proficiency in key crisis care skills.

Six Week Cohort Training Schedule: You will attend a regular Monday through Friday, 8:00 AM to 4:30 PM PST cohort training program for six weeks.

Post Cohort Training: After successfully completing Cohort Training you will begin your regular schedule, developed in partnership with Protocall’s Scheduling Department.

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.