Family Services of Northeast Wisconsin Inc.

Role Description We are seeking full-time 988 Lifeline Counselors to join our team. This position is responsible for providing high quality, comprehensive crisis counseling services over the phone for consumers who reach out experiencing thoughts of suicide, in addition to support and assistance services for Wisconsin residents experiencing emotional distress. This position is available in-person and remote, with current shift openings for afternoons, evenings, and overnights. Remote candidates must reside in the State of Wisconsin. In-person candidates work from our Brown County location. Team members work a 2-2-3 rotation, enjoying every other three-day weekend off! 988 Wisconsin Lifeline services are available 24/7, 365 days a year, including holidays. Candidates are expected to be available for regular shifts throughout the year. Enjoy a shift differential while working 2nd, 3rd and all Weekend shifts. Key Responsibilities - Serve as a liaison between the consumer and other service organizations in providing and receiving referrals. - Provide 24-hour crisis intervention services by telephone. - Assess consumer mental health status and coordinate emergency services. - Provide in-depth professional evaluations and assessments. Qualifications - Education: - Required: Bachelor's degree or equivalent work experience - Preferred: Bachelor's degree in human services or related field - Skills and Competencies: - A working knowledge of human growth and development, mental health, adolescent psychology, marital and family structure, and the impact of the environment on individual behavior. - Time management skills and the ability to meet work demands on an independent basis. - Ability to establish and maintain relationships within and outside the agency in a professional manner. - Maintain separation from client feelings or crisis to ensure healthy boundaries and maintain the ability to problem solve. Requirements - Remote workers must reside in the State of Wisconsin; work for 988 must only occur while in the State of Wisconsin. - Remote workers must have a private, confidential workspace and have the ability to double lock any confidential information kept at home and appropriately dispose of any confidential information stored at home (i.e. shredding). - Remote workers must provide a high-speed internet report verifying high-speed internet services.

Role Description The Clinical Coordinator supports the Clinical Manager and broader 988 clinical leadership team by ensuring high-quality, consistent, and effective service delivery across phone, chat, and text modalities. This role plays a key role in the quality and consistency of clinical operations by focusing on quality monitoring, counselor performance support, trend identification, and operational processes that enhance both help-seeker outcomes and staff efficiency. This position is a non-supervisory role and does not include clinical oversight. Duties and Responsibilities - Demonstrate Family Services' Core Values and Behaviors while fulfilling Family Services mission to Protect, Heal and Care. - Responsibilities will be performed within our policies, procedures, and guidelines. Quality Monitoring & Performance Support - Conduct routine silent monitoring and quality interaction reviews of 988 counselor interactions (phone, chat, text). - Deliver constructive, standards-based feedback to all counselors regarding their performance, and promptly escalate any concerns or training needs to the Clinical Manager. Operational & Administrative Support - Maintain documentation and tracking systems for clinical programs. - Support the outside intervention review process to ensure accurate documentation and timely feedback. - Implement and track help seeker limitations (e.g., frequency limits, specific guidance) and develop care plans in collaboration with the Clinical Manager. Data & Quality Improvement - Analyze quantitative and qualitative data from interactions, complaints, and monitoring to identify trends, gaps, risk factors, and opportunities for improved practice. - Assist with Quality Improvement (QI) initiatives, including planning, implementation, and tracking of evidence-based performance improvements. - Evaluate data to identify trends and areas for improvement in clinical practices. Collaboration & Training - Work with clinical leadership to refine policies, protocols, and best-practice guidelines. - Participate in training, onboarding support, and technical assistance for clinical and non-clinical staff regarding quality expectations. - Support consistency of practice across the counselor workforce. Qualifications - Minimum Education: Bachelor's degree in social work, psychology, public health, human services, or related behavioral health field. - Preferred Education: Master's degree in behavioral health field. - Minimum Experience: Minimum of 2 years of experience in crisis services, mental health operations, quality improvement, case management, or related behavioral health settings. - Preferred Experience: 0-6 months experience in crisis hotline, emergency services, or suicide prevention settings. Requirements - Remote workers are required to sign a Remote Work Agreement and follow Remote Work parameters as detailed in the Employee Handbook. - Remote workers must reside in the State of Wisconsin; work for Wisconsin Lifeline must only occur while in the State of Wisconsin. - Remote workers must have a private, confidential workspace. - Remote workers must have the ability to double-lock any confidential information kept at home and appropriately dispose of any confidential information stored at home (i.e. shredding). - Remote workers must have the capacity to plug their computer/phone directly into their modem/router. - Remote workers must provide a high-speed internet report verifying high-speed internet services. Benefits - Demonstrated knowledge of quality assurance, performance improvement, documentation standards, and regulatory compliance in mental health or social services. - Strong organizational and analytical skills with the ability to manage multiple priorities in a fast-paced environment. - Excellent written and verbal communication skills, including the ability to deliver feedback constructively and appropriately. - Demonstrated commitment to diversity, equity, and inclusion. - Time management skills and the ability to meet work demands on an independent basis. - Ability to establish and maintain relationships within and outside the agency in a professional manner. - Ability to express and transmit ideas and knowledge clearly with reasonable organization and conciseness. - Proficient with typing and the ability to navigate varied computer programs and multi-line phone system. - Proficient data entry skills into and retrieval of information from the different software.

Role Description We are seeking full-time 988 Lifeline Counselors to join our team. This position is responsible for providing high quality, comprehensive crisis counseling services over the phone for consumers who reach out experiencing thoughts of suicide in addition to support and assistance services for Wisconsin residents experiencing emotional distress. This position is available in-person and remote, with current shift openings for afternoons, evenings, and overnights. Remote candidates must reside in the State of Wisconsin. In-person candidates work from our Brown County location. Team members work a 2-2-3 rotation, enjoying every other three-day weekend off! 988 Wisconsin Lifeline services are available 24/7, 365 days a year, including holidays. Candidates are expected to be available for regular shifts throughout the year. Enjoy a shift differential while working 2nd, 3rd and all Weekend shifts. Key Responsibilities - Serve as a liaison between the consumer and other service organizations in providing and receiving referrals. - Provide 24-hour crisis intervention services by telephone. - Assess consumer mental health status and coordinate emergency services. - Provide in-depth professional evaluations and assessments. Qualifications - Education: - Required: Bachelor's degree or equivalent work experience - Preferred: Bachelor's degree in human services or related field - Skills and Competencies: - A working knowledge of human growth and development, mental health, adolescent psychology, marital and family structure, and the impact of the environment on individual behavior. - Time management skills and the ability to meet work demands on an independent basis. - Ability to establish and maintain relationships within and outside the agency in a professional manner. - Maintain separation from client feelings or crisis to ensure healthy boundaries and maintain the ability to problem solve. Requirements - Remote workers must reside in the State of Wisconsin; work for 988 must only occur while in the State of Wisconsin. - Remote workers must have a private, confidential workspace and have the ability to double lock any confidential information kept at home and appropriately dispose of any confidential information stored at home (i.e. shredding). - Remote workers must provide a high-speed internet report verifying high-speed internet services. Benefits - Comprehensive benefits package designed to support employees' well-being, including medical, dental, vision, and supplemental benefit insurance. - Paid time off, vacation pay, and paid holidays. - Retirement savings and opportunities for professional development. - Prioritization of work-life harmony and a variety of perks to enhance employee experience.