Part Time Call Specialist

GENERAL DESCRIPTION

Call Specialist staff will provide crisis intervention, listening and support, and information and referral services while answering FirstLink’s 24-Hour Helpline, Crisis Lines and The Suicide Prevention Lifeline.

Preferred Work Experience

–     Experience in customer service, call centers, human services, or crisis intervention

EDUCATION REQUIREMENTS

–     High School Diploma or equivalent

–     Preferred: previous or current coursework in Human Services

–  Preferred education: degree in Human Services Field

Essential Job Functions

  • Provide direct service
    • Answer call as necessary
    • Work rotating weekends, evenings, occasional overnights, and holidays
    • Ability to work shifts that are needed to be filled
    • Assure that all calls statistics are documented per policy during shift
    • Provide peer facilitation as needed
    • Maintain accurate records
    • Perform essential public services during and following local disasters
  • Agency support service
    • Attend monthly staff meetings
    • Attend other trainings as required
    • Assist Helpline personnel with various tasks as needed
    • Assist with special events as needed
    • Regular cleaning and maintenance tasks
    • Pass Quarterly Test as required
  • Administrative support services
    • To perform all acts necessary or incidental to the operations of Information and Crisis Services
    • Perform all other duties as assigned
  • Requirements
    • Must be 18 years of age or older
    • Maintain a positive professional attitude and working environment
    • Demonstrated experience in the area of crisis intervention
    • Strong organizational skills
    • Basic computer experience
    • Ability to work holidays as needed
    • Ability to work at least one weekend overnight per month
    • Abide by FirstLink’s code of ethics
    • Comply with all state and federal regulations
    • Ability to work extra during times of disaster as needed.
    • Work at least 10 hours per pay period ( approximately 2 weeks)
    • Must pass a background check

General Description

The Database and Resource Specialist will maintain the information and referral database, FirstLink statistics, provide program support to the telephone services, and have an on-call rotation

Preferred Work Experience 

  • Minimum 2 years experience in customer service
  • Knowledge in helpline operations and database management
  • Computer and data entry knowledge

Education Requirements

  • High School Diploma or equivalent
  • Previous or current coursework in Human Services Field
  • Preferred Bachelor’s Degree in Human Service related field

Essential Job Functions

To collect, catalog, and maintain comprehensive and accurate information on community services

  • Maintain the information and referral (I&R) database
  • Update the database yearly
  • Seek new resources and enter service information into the database
  • Catalog resources in a consistent manner to allow easy accessibility
  • Handle agency questions and concerns in a professional and effective manner

Maintain Information and Crisis Service statistics

  • Record statistics as needed and on a monthly, quarterly and yearly basis
  • Prepare written statistical reports
  • Disseminate statistical reports to designated community agencies/organizations
  • Review calls for completeness, accuracy, while providing feedback when necessary

Provide direct service

  • Answer helpline telephones about 50% of work week
  • Provide on call duties when it is your assigned week, to include 24 hour assistance and consultation to staff and volunteers by carrying a cellular phone. Also, ensure that there is 24/7 coverage if needed.
  • Assist with special events
  • Perform essential public services during and following local disasters

Requirements

  • Maintain a professional attitude and working environment
  • Nonprofit organization experience
  • Strong organizational skills with attention to detail
  • Practical computer experience
  • Willingness to work overnight, evening, and weekend hours, as necessary
  • Comply with all State, Federal and Organizational policies and regulations
  • Helping and organizing special events
  • Experience in public speaking and presenting
  • Ability to refocus after interruptions
  • Demonstrate expertise in the area of crisis intervention

General Description

Call Specialist staff members will answer FirstLink’s 24-hour HelpLine, Crisis Line and Suicide Line providing crisis intervention, listening and support, and information and referral services.

Preferred Work Experience 

  • Experience in crisis intervention or call centers, or human services
  • Preferred experience: FirstLink Volunteer or Intern

Education Requirements

  • High school diploma or equivalent
  • Preferred previous or current coursework in Human Services field
  • Preferred Education:  Degree in Human Services Field

Essential Job Functions

  • Provide direct services
  • Answer calls as necessary, assuring full coverage of telephones 24 hours a day/seven days week
  • Ability to work any shift that is needed to be filled, including every other weekend
  • Assure that all calls statistics are documented per policy during shift
  • Provide peer facilitation as needed
  • Maintain accurate records
  • Perform essential public services during and following local disasters

Agency support services

  • Attend monthly staff meetings
  • Attend other trainings as required
  • Assist ICS personnel with bulk mailings and preparing marketing materials
  • Assist with special events as needed
  • Pass Quarterly Tests as required

Administrative support services

  • To perform all acts necessary or incidental to the operations of Information and Crisis Services
  • Perform all other duties as assigned

Requirements

  • Must be 18 years of age or older
  • Maintain a professional attitude and working environment
  • Demonstrated experience in the area of crisis intervention
  • Strong organizational skills
  • Practical computer experience
  • Willingness to work evening and weekend hours
  • Willingness to work holidays as needed
  • Abide by FirstLink’s policy of strict confidentiality
  • Comply with all state and federal regulations
  • Willingness to work evening and weekend hours, as necessary. (During times of disaster, they will work extra as needed.)
  • Manage volunteers in their program/area of expertise.
  • Helping and organizing Fundraising events
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