Call center counselor

Job Details:

Job Location: Remote - Philadelphia, PA

Education Level: High School / GED

Salary Range: Undisclosed

Travel Percentage: None

Job Shift: Variable

Job Category: Counselors and Therapists

Call Center Counselor 📍 Remote 💰 $22 to $25.50 per hour 🕒 Part-Time | Available shifts are every Saturday and Sunday 3pm-11pm

Help Clients Begin Their Path to Recovery. Be the steady support clients need during treatment — guiding them through assessment, counseling, and care planning with compassion and clinical expertise.

About Us

CarePoint Response (CPR) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve led the way in behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges.

The Opportunity

We are seeking a Call Center Counselor to support individuals receiving care by coordinating transitions across the system of care and serving as a key point of engagement for callers. In this role, you will assess needs across mental health, medical, and social service domains; initiate referrals to internal and external providers; and actively monitor progress toward individualized goals. You will partner closely with individuals, their identified care teams, and community stakeholders to facilitate timely access to services, including residential admissions when appropriate. This position requires the use of person-centered, evidence-based practices and strong collaboration within a multidisciplinary team to ensure high-quality, coordinated care.

What You’ll Do

• Supports the delivery of services and engagement of individuals under care by participating in supervision and team meetings.
• Uses person-focused evidence-based best practices as identified in program policies and procedures, to recognize and honor the caller’s unique needs, strengths, preferences, and goals.
• Assesses the needs of the individual receiving care across multiple domains including mental health, medical, social, and other services by completing needs assessment and other appropriate tools.
• Initiates and submits referrals to medical and behavioral health care, community programs, and service providers.
• Develops and maintains strong working knowledge of care partners, service providers, and stakeholders across the system of care.
• Collaborates with care team members for admission into the residential milieu through the bed registry, and/or by engaging external stakeholders and service providers when appropriate and as directed during these transitions.
• Demonstrates adherence to program, department, and company policies, expectations, and behavioral competencies, both explicit and implicit.
• All tasks, projects, and/or duties as assigned and authorized, as determined by Human Resources and Direct Supervisor (or designated delegate) to be congruent with the role.

Qualifications:

Education: High School Diploma, GED, or Equivalent, Required; College degree in Human Services or related field, Strongly Preferred

Experience: 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. Must be able to lift weights up to 50 pounds at times.

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.

Clock Hours: Variable

Classification: Hourly

FLSA: Non-Exempt

Reports To: Call Center Manager

Benefits Eligible: Yes