Call Center Counselor
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Job Description
Call Center Counselor coordinating behavioral health assessments, referrals, and residential admissions for Baltimore Crisis Response, Inc. Supporting callers’ recovery journeys through person-centered, evidence-based care coordination.
Responsibilities:
- Support individuals receiving care by coordinating transitions across the system of care and serving as a key point of engagement for callers
- Assess needs across mental health, medical, and social service domains
- Initiate referrals to internal and external providers
- Monitor progress toward individualized goals
- Partner with individuals, identified care teams, and community stakeholders to facilitate timely access to services, including residential admissions
- Participate in supervision and team meetings
- Use person-focused, evidence-based best practices to recognize callers’ needs, strengths, preferences, and goals
- Complete needs assessments and other appropriate tools
- Maintain working knowledge of care partners, service providers, and stakeholders
- Collaborate on residential admissions through the bed registry and with external stakeholders and service providers
- Follow program, department, and company policies and behavioral competencies
- Perform assigned tasks, projects, and duties authorized by Human Resources and the Direct Supervisor
Requirements:
- High School Diploma, GED, or Equivalent, Required
- College degree in Human Services or related field, Strongly Preferred
- 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
- Person-focused, evidence-based practice knowledge
- Ability to assess mental health, medical, social, and other service needs
- Ability to initiate and submit medical, behavioral health, community program, and service-provider referrals
- Knowledge of care partners, service providers, and stakeholders across the system of care
- Ability to collaborate with multidisciplinary care teams and external stakeholders
- Availability for variable part-time shifts, including 11 PM–7 AM and every other weekend
- Ability to support residential admissions through the bed registry
Benefits:
- Medical, Dental, and Vision Insurance
- 403(b) Retirement Plan
- Generous PTO – Vacation, Sick, Personal, and Holidays
- Tuition Reimbursement & Professional Development Support
- Direct impact in clients’ recovery journey
- Innovative, mission-driven team transforming behavioral health care
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