Job Details

Crisis Counselor - Fully Remote in Baltimore, MD

Join to apply for the Crisis Counselor - Fully Remote in Baltimore, MD role at Protocall Services, Inc.

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

• Bachelors Degree from an accredited 4 year college or university.
• Minimum of 1 year direct experience in Behavioral Health or Social Services

Location

• Fully Remote in Maryland

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 Protocalls 24/7/365 crisis call center, you must demonstrate flexibility in your availability, including a regular 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.
• Successful completion of the training is required for continued employment beyond the six-week program.
• Six Week Cohort Training Schedule: MondayFriday, 8:00 AM to 4:30 PM PST for six weeks.
• Post Cohort Training: Regular schedule developed in partnership with the Scheduling Department during Onboarding.

About Protocall

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, whether over the phone, via text, or through other methods of interaction, providing support with empathy and professionalism. You thrive in high-pressure, high-stakes environments, remaining calm and focused while employing effective crisis intervention techniques. You have a solution-focused mindset, problem-solving abilities, and resilience 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. A secure, HIPAA-compliant workspace with a locking door is required to ensure caller confidentiality and privacy.

Equal Opportunity Employer

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 characteristics that make us different.