Crisis Line Counselor - Crisis Call Diversion Program

The Harris Center for Mental Health and IDD

Houston, TX, USA

Full time


May 31

This job is no longer accepting applications.

The Harris Center for Mental Health and IDD (“The HARRIS CENTER”) is looking for a Crisis Line Counselor - Crisis Call Diversion to join our team. The Crisis Call Diversion program is a partnership between The Harris Center, Houston Police Department, Houston Fire Department and the Houston Emergency Communication (HEC) Center. Harris Center Crisis Counselors are positioned at the HEC to divert non-imminent risk mental health calls away from a police and fire response and toward a more appropriate mental health response. The Crisis Counselor helps to divert mental health related calls by de-escalating callers, assessing for risk, providing crisis intervention, and referral to crisis, outpatient, and community services as appropriate. The Crisis Counselor completes follow up work to ensure collaborative action plans are effective and de-escalation continues.

What you will do:

  • Be ready and available to take calls during an assigned shift. 
  • Is able to offer good contact to the caller by making an effort to build connection, build rapport, and be empathetic. 
  • Utilizes active listening skills and the crisis intervention model. 
  • Accurately and thoroughly assesses appropriate calls using the Crisis Line Comprehensive Framework tool. 
  • Works collaboratively with the caller on their problem by not being directive and providing an opportunity for the caller to explore and brainstorm options. 
  • Offers thorough and appropriate use and explanation of resources and referrals based on the call type and framework. 
  • Complies with organizational/departmental policies – Follow-ups, Notifications, contacting the correct screeners, use of emergency response, etc.
  • All appropriate calls as defined in the documentation policy, should have a corresponding iCarol log. 
  • Completes logs fully as defined in the parameters surrounding that Call Type. 
  • Call notes should clearly explain the nature and outcome of the call. 
  • Attendance - Follows Crisis Line policies and procedures regarding scheduled time off, call-ins and other attendance issues. 
  • Punctuality - Follows Crisis Line policies and procedures regarding arriving to work on time and leaving work on time. 
  • Teamwork - The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals. 

What qualifications you will need:

  • Bachelor’s degree (B.A.) or equivalent.
  • Customer service experience, preferably phone related customer service background.
  • Experience working in a 911 or EMS related field is preferred but not required. 
  • Bilingual Spanish preferred but not required.
  • Critical Thinking and Problem Solving Skills.
  • Listening Skills.
  • Data Entry Skills.
  • Ability to navigate several computer systems simultaneously.


What we have to offer:

The HARRIS CENTER offers competitive salary, excellent benefits package, retirement plans with company matching, prior service credit towards generous PTO accrual, outstanding wellness programs and professional development.   

Employees can also take advantage of business casual dress code, corporate discounts, and gym memberships. New hire referral bonus, discounts are also available on an optional basis. These include mobile phone service, fitness centers and other wellness amenities.  


What else you should know:


This position is at 9401 Southwest Freeway, Houston, TX 77074.

This position will work various evening/overnight positions that include weekend shift times.


About us:

The HARRIS CENTER is the state-designated Local Mental Health Authority and Local Intellectual and Developmental Disability (IDD) Authority serving Harris County, Texas. As the largest behavioral and developmental disability care center in Texas, The HARRIS CENTER provided care to over 79,000 people in fiscal year 2019 and has an annual budget of over $275 million.

As part of its mission to transform the lives of people with behavioral health and IDD needs in the third largest county in the United States, The HARRIS CENTER provides a full continuum of services at 86 different sites across Harris County. In addition, services are provided in more than 42 different languages as well as sign language in order to better serve what is one of the most diverse and multi-cultural communities in the nation.

By utilizing the unique expertise of its more than 2,300 employees, The HARRIS CENTER is committed to meeting the behavioral health and IDD needs of Harris County residents and giving them hope to live to their fullest potential.

The Harris Center for Mental Health and IDD (“The HARRIS CENTER”) is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

The HARRIS CENTER does not accept unsolicited agency resumes and will not pay fees to any third-party agency or company that it does not have a signed agreement with.


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