Role Description This position is remote upon completion of initial training period which has some onsite mandatory training.

• Answer inbound crisis and social service referral contacts via phone, text, chat and email in a 24/7 call center setting.
• Provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals.
• Record all client and resource information accurately in the appropriate contact center database.
• Respond to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
• Accurately assess each chat/texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each contact.
• Offer and provide follow-up services to individuals at risk of suicide, suicide loss survivors, or third-party contacts.
• Gather information about the circumstances that precipitated the call and the caller’s specific needs for assistance.
• Serve as a mandated reporter in cases of suspected abuse.
• Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes or re-engage as instructed using the ASIST model.
• Maintain confidentiality of all contacts adhering to HeartLine’s policies and procedures.
• Complete required HeartLine paperwork, including the recording of all calls in the resource database accordingly.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Attend in-services and continuing education events to improve skills and be alerted to changes in policies or procedures.
• Actively participate in HeartLine’s community disaster/emergency response plan.
• Other duties as assigned.

Qualifications

• High school diploma or GED is required.
• Bachelor’s degree in social work, sociology, or a related field is preferred.
• AIRS or AAS certification is preferred.
• Must obtain AIRS or CRS certification within three years of eligibility.
• At least one year of experience in a contact center, crisis hotline, or information and referral service.
• An equivalent combination of education and experience may also be considered.
• Bilingual in English and Spanish is preferred.

Requirements

• Ability to assess client needs effectively and demonstrate sensitivity to their concerns.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office (Outlook required).
• Experience with client management databases; relational database experience (e.g., Access) is a plus.
• Self-starter with strong time management skills.
• Able to thrive in a fast-paced contact center environment.
• Familiarity with health and human services is highly desirable.
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

Work Environment

• This position is remote upon completion of initial training period.
• HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.
• HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected.
• Staff members receive support, recognition, and appreciation for jobs well done.
• Flexible scheduled work week. Some evenings/weekend work required.