CALL CENTER REPRESENTATIVE - City of Baltimore, Mayor's Office of Employment Development : Job Details

Job Description:

The primary goal of the Call Center Counselor is to provide appropriate services to 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 and other community services.

Essential Functions:

• 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.

• Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.

• Completes all shift-to-shift communication forms, for effective transfer of information between shifts

• 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.

• Participate in regularly scheduled supervision and debriefing sessions as appropriate.

• If self-identified as a peer, participate in regular peer support sessions.
• Education:
  • High School Diploma, GED, or Equivalent, Required
  • College degree in Human Services or related field, Strongly Preferred
  Experience:
  • One year of administrative (office setting) and behavioral health experience, required.
  • One year work engagement or experience with individuals living with dynamic and complex behavioral health needs, Preferred
  • One year community health or lived experience, Preferred
  Additional:
  • Valid and unrestricted driver's license, Required
  • Proficiency with Microsoft Office Suite Products, Required
  • Proficiency and familiarity with EHR/EMR systems, Preferred
  Credentials:
  • Mental Health First Aid Certification, Preferred
  Physical Demands:
  • Prolonged periods of sitting at a desk or computer workstation.
  • Prolonged periods of standing, bending, and reaching.
  Psycho-Social Demands:
  • Seeks guidance / help proactively to support safety and quality care.
  • Demonstrates skill of distress-tolerance to maintain calm and safety.
  • Models positive regard with all members of the community of care.
  • Establishes and maintains interpersonal boundaries.
  • Maintains personal and situational awareness through self-reflection.
  • Practices ethical, evidence-based, and person-first decision-making.
  FLSA:
  • Non-Exempt
  Reports To:
  • Call Center Manager