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Phone Counselor

Department: 782 - ESOC
Location: Cambridge, MD

The Affiliated Santé Group is a dynamic and leading provider of crisis psychiatric care and system management services to public and private entities. Santé, a nonprofit entity, also manages mental health outreach and psychiatric recovery services. 

We are seeking full-time, and PRN, Phone Counselors who will provide linkage and assistance to hotline volunteers including telephone triage and screening of crisis calls, dispatching of police or Mobile Crisis Teams, documenting, collecting and respond to behavioral health crisis needs in Cambridge, Maryland.


  • Full-Time
  • PRN ( Scheduled As Needed)


  • Effectively triage a call to the appropriate level of care
  • Conduct a lethality assessment of client and dispatch appropriate resources (police, EMT, MCT) when necessary
  • Complete an environmental risk and safety assessment and relays all information to MCT when necessary
  • Effectively deescalate a client in crisis, over the phone
  • Develop rapport with callers in crisis and maintain objectivity and calm demeanor on the phone
  • Develop appropriate and realistic crisis plan for clients when necessary
  • Develop appropriate follow up tasks depending on nature and security of symptoms
  • Knowledge and familiarity with community resources, both mental health and non-mental health
  • Active participation in the ongoing development of the program database
  • Able to effectively communicate client needs while making internal agency referrals
  • Work with families and involved persons to deescalate current crisis


  • Bachelor’s Degree in Counseling, Social Work, or a related field of study.
  • At least two years of crisis experience
  • At least five years of crisis experience required if candidate does not have a bachelors degree.
  • Recovery knowledge preferred
  • Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
  • Must be able to work individually as well as within a team. 
  • Must be able to multi-task. 
  • Must be able to work with “high-risk” consumers who have mental illnesses as well as developmental and physical disabilities (ie: must have patience, and must be able to effectively communicate with diverse consumers, etc.). 

What We Offer:

  • Competitive Salary
  • Great Work/Life Balance
  • Collaborative Team Environment
  • Medical/Health Insurance (2 plans to choose from)
  • High Deductible Plan - HRA funded by Employer
  • Dental Plan (2 plans to choose from)
  • Orthodontia Plan (included in Dental Plan)
  • Vision Plan
  • Life & AD&D Insurance with Voluntary Plans for Spouse and Children
  • Voluntary Short-Term and Long-Term Disability Plan
  • Medical Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Health Advocacy Plan
  • Employee Assistance Plan
  • 403(b) Retirement Plan
  • Santé Perks
  • Aflac Voluntary Plans
  • Vacation, Sick Leave and Holidays
  • Tuition Reimbursement and Continuing Education Programs

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