Part Time Call Specialist


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


–     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

Database and Resource Specialist

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


  • 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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