Helpline Specialist- (Evening Shift)

Tailor Your Resume for this Job

Job Summary: Provides critical support in answering calls, chats, and text messages for various helplines, including the 988 Lifeline, Substance Use, Problem Gambling, and Suicide Prevention services. This role involves engaging with individuals in crisis, conducting intake assessments, offering emotional support, and referring them to appropriate resources. The Helpline Specialist must maintain professionalism, accuracy in documentation, and follow all protocols while providing compassionate assistance to those in need.

Supervised by: Team Lead/Shift Supervisor

Job Duties and Responsibilities:

• Client Interaction:
• Answer all calls, chats, and text messages in a friendly and professional manner.
• Engage with individuals in crisis, providing emotional support and crisis intervention according to established protocols.
• Complete thorough intake assessments and create records for all eligible contacts, ensuring all information is accurately logged.
• Documentation and Reporting:
• Complete intake forms, shift reports, and all required documentation accurately and promptly.
• Maintain accurate data entry into the helpline's system, such as iCarol and FileMakerPro, ensuring the confidentiality of sensitive information.
• Report any operational or technical issues to supervisors in a timely manner.
• Referral and Resources:
• Provide callers with appropriate referrals to resources listed in the Resource Directory, including mental health services, treatment facilities, and support groups.
• Prepare and send mail-out materials as requested by callers or team members.
• Follow up with callers to ensure that they received the necessary support or resources.
• Support and Team Collaboration:
• Offer guidance and support to other Helpline Specialists, sharing knowledge and assisting with difficult cases.
• Participate in ongoing training and continuing education programs to maintain certification and stay updated on best practices in crisis intervention.
• Assist in maintaining a clean, organized working environment for the team.
• Compliance and Confidentiality:
• Adhere to all LACG Helpline policies and procedures, ensuring the confidentiality of all caller interactions and records.
• Follow protocols for crisis management, suicide prevention, and referrals in a compliant manner.
• Participate in training modules and continuously improve skills related to crisis intervention, de-escalation, and mental health awareness.
• Shift Availability:
• Be available to work assigned shifts, which may include evenings, weekends, and overnight shifts, as the Helpline operates 24/7.
• Adapt to alternate workspaces or environments should an emergency or disaster occur.
• Certification and Development:
• Enroll in the Crisis Helpline Specialist Certification Program after 1 year of employment and work toward obtaining certification.
• Continuously demonstrate skills learned through LACG training programs, ensuring excellence in service delivery.

Qualifications:

• Education: High School diploma or equivalent required; additional education in mental health, social work, or a related field is preferred.
• Experience:
• Minimum 6 months of customer service experience required.
• Previous experience in a mental health or crisis intervention role is preferred, including professional, educational, or lived experience.
• Skills:
• Strong communication skills (both verbal and written) with the ability to articulate responses clearly and empathetically.
• Proficiency in using computer software such as iCarol, FileMakerPro, Okta, and Microsoft Office.
• Ability to manage high-pressure situations, demonstrate calm under stress, and provide appropriate referrals or solutions.
• Strong problem-solving and critical thinking skills, with a deep understanding of mental health crises and suicide prevention.
• Cultural sensitivity and awareness, with the ability to work with a diverse range of individuals and backgrounds.
• Active listening skills and empathy, maintaining a client-centered approach.

Essential Physical and Cognitive Requirements:

• Ability to sit for extended periods of time.
• Clear hearing and speech capabilities for effective communication with callers.
• Ability to use a computer, phone, and other office equipment.
• Maintain mental and emotional resilience when dealing with difficult or distressing situations.

Working Conditions:

• 24/7 operational schedule; must be available to work various shifts, including holidays and weekends.
• Ability to work from alternative locations if required during emergencies or crises.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person