Crisis Counselor - Fully Remote in New Mexico

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 New Mexico

Who We Are:
Protocall is a remote-first organization with a dedicated team of professionals serving clients across the U.S. and Canada. We are a nationally recognized leader in crisis intervention, offering compassionate, 24/7 solutions and resources for those in need. Protocall has consistently year after year received Top Workplace Awards in several categories across the healthcare industry including a regional Top Workplace Award from The Albuquerque Journal.

We proudly support a diverse range of clients, including Community Mental Health Centers, Certified Behavioral Health Clinics, Employee Assistance Programs, the New Mexico Crisis and Access Line, as well as the 988 NM Lifeline.

Who You Are:
As a compassionate professional with exceptional communication skills, you excel in supporting individuals during crises across various platforms. Your ability to remain calm under pressure and employ effective intervention techniques is complemented by a solid background in psychology, social work, counseling, or related fields, with experience in crisis support being highly valued. Upholding integrity and confidentiality, you maintain a secure, HIPAA-compliant workspace with a locking door and a stable, wired internet connection to ensure caller privacy. Additionally, you embrace Protocall’s fully remote work model, ensuring you have a stable, wired internet connection that directly connects to the work computer provided by Protocall.

You are aligned with the mission of the New Mexico Crisis and Access Line (NMCAL) and other agencies, you are dedicated to providing timely, effective assessment and intervention to individuals during their most challenging moments. As a New Mexico resident, advocating for NMCAL holds special significance. NMCAL offers free, confidential support 24/7 to New Mexicans experiencing emotional, mental, or behavioral health crises, ensuring continuous access to professional behavioral health and wellness resources for those in need. In this role, you have the opportunity to provide immediate, real-time support to individuals in crisis, not only within your local community but also across state lines and multiple agencies, enhancing the reach and impact of your assistance. 

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.
• This role is ideal for someone who is dedicated to making a positive impact, capable of navigating high-pressure situations, and committed to providing unwavering support to individuals in need.

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 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. 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 fully prepare you for your role as a telephonic first responder, delivering professional and compassionate support to individuals in crisis. In order to successfully complete this cohort training program, you are expected to develop fluency and demonstrate proficiency in key crisis care skills. Successful completion of this training is necessary for continued employment beyond this 6 week cohort training program.

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. This schedule is developed in partnership with Protocall’s Scheduling Department, during your Pre-Hire/Onboarding process.

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