With both a bachelor’s and a master’s degree in social services, Rachel Craig knew she wanted to find a job helping people. She found her calling helping children and their families at Youth Villages.

Her first job at Youth Villages was in foster care as a behavior specialist. She loved helping children reunify with their families. But eventually, she was looking for a new challenge. Early last year, she switched to Specialized Crisis Services, bringing immediate relief to children and teenagers experiencing a psychiatric emergency.

Being a crisis counselor means being prepared for anything and never knowing what to expect. Crisis counselor answer calls from parents, teachers, treatment facilities or detention centers when a child under 18 is experiencing a crisis. Sometimes, a child is so aggressive, a family or school staff cannot handle the child. At other times, a child is either threatening to harm him or herself or somebody else – or has already done so. Sometimes, situations can be talked through over the phone. At other times, counselors drive to wherever the crisis is occurring.

“The job is exciting – the children and families all have different needs, and you never know situation and family issues you will encounter when you go out on a call,” she says. “I love that I get to see many children from varying cultures and socio-economic backgrounds.”

Rachel wears many hats. She is there to alleviate the crisis and make sure the child and family are referred to appropriate follow-up services to ensure everyone’s safety. That means also doing a safety sweep of the house and providing a lock box for any items the child could use to hurt himself or another person. The overarching philosophy for all programs Youth Villages provides is that children are best helped by their families – even in crisis situations. Whenever possible, crisis counselors do what they can to divert a child from hospitalization, which can have negative, traumatizing effects on an already struggling child. Instead, counselors seek out effective, community-based services for the child and family. In some cases, hospitalization cannot be avoided.

Like other crisis staff, Rachel works 12-hour shifts from her home. Her shift begins at 4 p.m. and ends at 4 a.m.

“I never know what a typical day may bring,” she says. “It could either be filled back to back with calls all over Middle Tennessee, or I could spend all evening at home.”

Rachel also has paperwork to complete, staff meetings to attend and consultations to participate in. From time to time, she and other crisis staff go out to spread the word about the crisis program to other providers, school staff and others in the community.

Time management has been her biggest challenge.

“I did not know when to say no,” she says. “I over-extended myself with my clients and received very little sleep my first year. Since then I have learned to balance client interactions, paperwork, and family time so that everyone is happy, including me.”

Rachel now is focusing on attaining licensure. She is also working hard to get promoted to a lead counselor position.

“It’s rewarding to become part of a team that values children and the needs of others as much as I do,” she says. “My coworkers show an equal dedication and respect for helping their community and those in need. They create a fun, supportive and intellectually stimulating work environment.”