Job description

Help Line Counselor – Spanish Lifeline

988 - Suicide Prevention Hotline

Salary: $19.69 Day / $20.69 Overnight (Per Hour) Status: Full-Time

Position Summary: The Help Line Counselor/Spanish Lifeline provides telephone information, referrals, crisis counseling as well as suicide intervention to callers upon completion of a thorough assessment and identification of most presenting needs. This position performs work of a specialized, confidential nature on matters that impact clients, counselors and contract compliance. Excellent organizational, administrative and communication skills and attention to detail are required. A focus on answering Spanish Lifeline calls is required for this position.

RESPONSIBILITIES: The essential duties and responsibilities include the following. Other duties may be assigned.

• Provides appropriate information and referrals to social service agencies for callers contacting the Helpline.
• Ensures data is accurately entered into the client database in a timely manner.
• Provides telephone crisis counseling as well as suicide intervention services to callers experiencing crisis situations.
• Participates in trainings, seminars, workshops and in-services related to program and professional development.
• Maintains an effective working relationship with colleagues through the use of appropriate interpersonal and communication skills.
• Consistently adheres to assigned schedule and demonstrates flexibility in regards to call center coverage needs.
• Provides outstanding customer service to callers & accurately documents all calls into software.
• Adheres to confidentiality policies and procedures as well as HIPAA regulations.
• Obtains Certification as an Information & Referral Specialist through Alliance for Information & Referral Systems (AIRS).

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Social Work or Human Service field or equivalent experience and demonstrated skill in social services may be considered.
• Two years’ experience in providing information and referral services, preferred.
• One or more years in crisis counseling or clinical work preferred.
• Bilingual required (Spanish)
• Strong interpersonal skills.
• Ability to communicate information calmly and effectively in emergency or high stress situations.
• Ability to work effectively and with sensitivity with culturally diverse populations.
• Skilled in managing multiple tasks.
• Skilled in the use of personal computers and related software applications.
• Ability to work a flexible schedule including weekend.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

Job Type: Full-time

Pay: $19.69 - $20.69 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Miami, FL 33181: Reliably commute or planning to relocate before starting work (Required)

Language:

• Spanish (Required)
• English (Preferred)

Work Location: One location

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