Behavioral Health Network (BHN) is a leading statewide provider of behavioral health services and a Certified Great Place to Work. Since 1938, BHN has helped individuals, families, and communities thrive through compassionate, high-quality care and support. With deep roots in Western Massachusetts and a growing presence in communities throughout the state, we are currently seeking an MCI Counselor to join our Mobile Crisis Intervention (MCI) team and help advance our mission of empowering people to live healthier, more fulfilling lives.
What We Offer:
- Purpose-Driven Work – Make a meaningful impact in the lives of individuals, families, and communities throughout Western Massachusetts.
- Professional Growth – Access ongoing training, mentorship, career development, and advancement opportunities across one of the region's largest behavioral health organizations.
- Supportive Team Culture – Join a collaborative workplace guided by our HEART values: Humanity, Empowerment, Accountability, Respect, and Teamwork.
- Stability & Opportunity – Build your career with a well-established organization serving Western Massachusetts since 1938.
- Comprehensive Benefits – Generous PTO, 403(b), educational assistance, medical, dental, vision, employee assistance programs, and more.
- Certified Great Place to Work – Work for an organization recognized for creating a positive and engaging employee experience.
What You Will Do:
- Manage incoming crisis hotline calls in accordance with Mobile Crisis Intervention program standards and provide a compassionate, trauma-informed first point of contact for individuals seeking help.
- Provide crisis de-escalation and emotional support while gathering essential demographic and clinical information to identify immediate needs and appropriate next steps.
- Complete timely triage, prioritize mobile crisis assessments as the preferred response when appropriate, and assign MCI staff based on clinical and program guidelines.
- Support individuals throughout stabilization by helping them access services and referrals recommended by the MCI Crisis Clinician.
- Collaborate and consult with MCI clinicians, internal BHN teams, healthcare providers, emergency-services partners, and community organizations to promote coordinated care and continuity of services.
- Maintain accurate, timely, and compliant crisis-call, referral, service, and case-coordination documentation in accordance with agency, program, payer, and regulatory standards.
- Track follow-up needs and help address barriers to accessing behavioral health, medical, substance-use, care-management, and other community-based resources.
- Maintain established direct-service productivity expectations while effectively managing multiple calls, referrals, interruptions, and ongoing coordination responsibilities.
- Communicate clearly and professionally with individuals in crisis, families, staff, and external providers while protecting confidentiality and supporting person-centered care.
- Participate in staff meetings, required training, professional development, and quality-assurance activities and assist with other responsibilities related to the needs of the assigned shift.
Who You Are:
- Bachelor's degree in a related mental health field, such as social work or psychology, and at least one year of related mental health experience required.
- Knowledge of mental health conditions, the relationship between behavioral and physical health systems, substance use, and care management.
- Understanding of and proficiency in crisis intervention, basic de-escalation, triage, and the ability to identify and respond to immediate needs within the scope of the role.
- Ability to remain calm, compassionate, organized, and focused while supporting individuals experiencing emotional or behavioral distress in a high-volume crisis environment.
- Professional telephone presence and excellent verbal and written communication skills when working with individuals served, families, staff, providers, and the public.
- Working knowledge of BHN and community resources and the ability to help individuals access appropriate behavioral health and community-based services.
- Cultural responsiveness and the ability to provide respectful, person-centered support to individuals and families from diverse backgrounds.
- Strong teamwork, organization, documentation, time-management, decision-making, and follow-through skills, including the ability to manage multiple priorities and interruptions.
- Proficiency with computers, electronic records, internet, word-processing, email, and agency communication systems.
- Valid state driver's license, ability to pass a driving-record review, and a reliable vehicle available during all working hours for community-based services required.
We Hire for HEART!
Since 1938, BHN has delivered high-quality, culturally responsive behavioral health care, building deep roots in Western Massachusetts while expanding our impact in communities throughout the state. Our core values—Humanity, Empowerment, Accountability, Respect, and Teamwork—guide how we lead, serve, and support one another. If you’re ready to bring your skills and experience to a mission-driven organization where your work can make a meaningful difference, we’d love to hear from you.
Pay Range: $22.00-$25.00
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
