Listening Ear Crisis Center is a private nonprofit, United Way human service agency based in Mt. Pleasant, Michigan, serving mid and northern Michigan. Since 1969, we have grown from a 24-hour crisis service supporting 200 people to a multi-service organization assisting over 30,000 individuals annually. Licensed by the State of Michigan and accredited by the Council on Accreditation for Families and Children, we are committed to offering hope, support, and advocacy through quality services and safe, affordable housing. Guided by our mission to improve lives, we focus on what people can do, empowering them to reach their full potential.
Position Summary: Mental Health Technicians (MET) are paraprofessionals serving as an immediate, front-line resource for consumers facing or about to face a crisis event, including a broad spectrum of issues such as eviction, homelessness, child or adult abuse and neglect, financial abuse, domestic violence, mental health crises, thoughts of or imminent threat of suicide, and others. METs staff incoming call lines for consumers in need of intervention, guidance, and/or referrals in managing their crises.
We are seeking a Part-Time Mental Health Technician with 1st and 2nd Shift Availability.
Reporting and Supervision
MHTs report to the Crisis Center Assistant Director or Crisis Center Director
Essential Job Functions
- Answer incoming calls to the Crisis Center and effectively interact with callers (consumers) to include providing information and making referrals, transferring calls, logging calls, and contacting on-call supervisor or designee when necessary. *During regular business hours, Crisis Center staff will assist walk-in consumers directly.
- Perform job functions while adhering to the laws policies, procedures, and protocols outlined in the Listening Ear Manual of Operations, as well as state and federal laws and regulations on responding to actual or potential crises such as physical, sexual, and financial abuse, health and medical emergencies, substance abuse, hospitalization issues, risk of self-harm or harm to others, and ‘Duty to Warn’ situations.
- Strictly maintain consumer confidentiality, including caller identity and issues addressed, consistent with the law and Listening Ear policies and procedures,
- Accurate and timely completion and delivery of all necessary or required documentation including logging data and tabulating designated statistics.
- Attend and successfully complete all mandatory training and skill development programs, including annual refresher trainings as required.
- Report punctually to work and remain on duty until appropriately relieved.
- Assist in updating resources.
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This is not an exhaustive list of all assigned duties, responsibilities, or aspects of the job described. Other relevant duties, tasks, or requirements may be assigned to this job any time at the sole discretion of the employer.
Required Knowledge, Skills, and Abilities
- Must acquire and maintain a working knowledge of laws, regulations, and methodologies relevant to crisis intervention and consumer advocacy through successful completion of Listening Ear Crisis Center Mental Health Technician Training. Trainees must demonstrate an adequate level of skill and competency in the following areas: empathy skills, crisis intervention, mental health issues, State laws on abuse and neglect reporting, duty to warn, risk assessments, using resources including the information and referral database, agency procedures, decision-making and paper work requirements.
- Ability to respond to emergency situations in a controlled manner.
- Work with professionalism, including empathy, patience, and cultural sensitivity.
- Exercise initiative together with sound, reasoned judgement and limited direct day to day supervision.
Education and Experience
- Required: Minimum of High School Diploma or GED. Must be at least 18 years of age at the time employment begins.
- Preferred: Post-secondary course work at a Community College, College or University, with strong preference given to course work in psychology, counseling, social work, or other relevant degree fields. Similarly, preference may be given to prior employment experience in telephone and online call center customer service.
Schedule, Travel Expectations, Working Conditions
- Full-time DSPs can expect regular 40-hour work schedules, with additional hours when necessary to meet the needs of Crisis Center. Additional hours may be planned or unplanned depending upon circumstances.
- Part-time MHTs can expect a more disparate work schedule, though only slightly less structured, generally between 20 and 29 hours per week. Additional hours or shifts may be planned or unplanned depending upon the needs of the Crisis Center.
- MHT schedules will remain consistent as to days of the week and/or shifts worked to the extent possible.
- MHT overnight shifts may be eligible for Remote Work Opportunities.
- The are no extraneous travel requirements expected with this job.
Physical Requirements
- Over an 8-hour period: The majority of this work is performed in a seated position, with frequent opportunities to stand and move around. The work is performed wearing headsets and in front of computer screens, utilizing keyboards, and/or telephones potentially up to six or more hours per shift.
All conditional job offers for MHT candidates will require a physical examination by an occupational health clinic which includes a TB test, as well as required criminal background checks.
