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

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

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. This

position will comply with program policies, national standards, and maintenance of appropriate

records. Will work on specific tasks as assigned.

WORK EXPERIENCE REQUIREMENTS

* Experience in crisis intervention or call centers

* Preferred experience: FirstLink Volunteer or Intern

EDUCATION REQUIREMENTS

* 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

* 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 with bulk mailings, preparing marketing materials, database support, printing certificates, faxing/scanning crisis forms

* Perform deep cleaning of the facility including but not limited to stocking items, vacuuming, dusting

* Assist with fundraising and special events as needed

* Pass Quarterly Tests as required, and participate in other training requirements

* 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

* Maintain a professional attitude and working environment

* Demonstrated expertise in customer service and crisis intervention

* Strong organizational skills

* Practical computer experience

* Abide by FirstLink’s policy of strict confidentiality

* Comply with all state, federal, and organizational policies and regulations

* Ability to work evening, overnight and weekend hours, as necessary (during times of disaster, will work extra as needed)

* Manage volunteers/ interns in their program area of expertise

* Helping and organizing special events and with fundraising

General Description

The Community Navigator will oversee the Pilot Navigator project.   They will be the community liaison, linking local resources that provide assistance to those experiencing behavioral health and substance use disorders and with those who need help and hope. (primary and secondary) They will comply with program policies, national standards, and maintenance of appropriate record keeping. They will be responsible for the pilot program’s consistent achievement of FirstLink’s mission and objectives (to connect people with resources 24 hours a day). They will report to the Early Intervention Committee of the Mayor’s Blue Ribbon Commission as determined.

Work Experience Requirements

–      Prefer some experience in behavioral health and substance use disorders

–      Public speaker

–      Ability to effectively educate about FirstLink’s services

–      Ability to navigate between agencies as needed, compile and complete an intake form to assist in referring to appropriate services

Education Requirements

–      Bachelor’s Degree in Social Work or a Human Service related field

Essential Job Functions

  • Manage/facilitate navigator pilot program
  • Contact quarterly with local providers to discuss new programs, changes to programs and update everyone about the navigator project, address concerns and applaud their efforts
  • Assist with gathering information about current resources for the FirstLink database
  • Oversee the MOU’s with participating providers
  • Send monthly reports to the Mayor’s Blue Ribbon groups
  • Assist the community by encouraging area providers to work together to address behavioral health and substance use disorders
  • Develop a guide for those who need services to be added to the FirstLink website
  • This position will also provide direct service to callers reaching FirstLink through the 2-1-1 Helpline, Crisis and Suicide Lines, and referrals.
  • Other duties as appropriate and necessary

Requirements

  • Maintain a professional attitude and working environment
  • Demonstrated expertise in behavioral health and addiction resources
  • Complete ASAM training
  • Complete FirstLink call specialist trainings
  • Abide by strict confidentiality rules
  • Strong organizational skills
  • Practical computer experience
  • Demonstrated leadership abilities
  • Comply with all State, Federal, and Organization policies/regulations
  • Ability to work evening and weekend hours, as necessary to speak to area groups. (During times of disaster, work extra as needed.)
  • Experience in public speaking and presentations

GENERAL DESCRIPTION

The Database and Resource Specialist will maintain the information and referral database, FirstLink

statistics and reports. This position will comply with program policies, national standards, and

maintenance of appropriate records. This position will answer FirstLink’s 24-hour Helpline, Crisis Line

and Suicide Line providing crisis intervention, listening and support, and information and referral

services and have an on-call rotation.

WORK EXPERIENCE REQUIREMENTS

* Preferred 2 years’ experience in customer service

* Knowledge in helpline operations and database management

* Computer and data entry knowledge

EDUCATION REQUIREMENTS

* High School Diploma

* 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 all entries in the database at least yearly, to maintain compliance with AIRS

* 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 part of the work week

* Provide on call duties when it is your assigned week, to include 24-hour assistance and consultation to staff and volunteers/interns by carrying a cellular phone. Also ensure that there is 24/7 coverage if needed.

* Assist with fundraising and special events

* Perform essential public services during and following local disasters

Requirements

* Maintain a professional attitude and working environment

* Demonstrated expertise in customer service and crisis intervention

* Strong organizational skills

* Practical computer experience

* Abide by FirstLink’s policy of strict confidentiality

* Comply with all State, Federal, and Organizational policies and regulations

* Ability to work evening, overnight and weekend hours, as necessary (During times of disaster, will work extra as needed)

* Manage volunteers/ interns in their program area of expertise

* Helping and organizing special events and with fundraising

* Experience in public speaking and presenting

* Must be willing and able to meet certification standards upon one year of employment (or sooner with previous information and referral experience)

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