HEART Operator

Urban Alchemy; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A nonprofit organization seeks a HEART Operator in Birmingham, England, to support non-emergency 911 calls for unhoused individuals. Responsibilities include assessing situations, coordinating responses, and documenting calls. Ideal candidates are effective communicators with strong emotional intelligence, ready to work compassionately with diverse populations. This role includes a pay of $18/hour plus health insurance and other benefits, emphasizing the importance of lived experiences in the mission.

Benefits

Health insurance

Paid time off

Qualifications

• Good verbal and written communication and people management skills are required.
• Ability to follow instructions to demonstrate understanding.
• Reliable transportation is a must.

Responsibilities

• Support non-emergency 911 calls involving unhoused individuals.
• Assess the nature of incidents and coordinate responses.
• Document calls in written form.

Skills

Verbal communication

Written communication

People management

Emotional intelligence

Team player

Tools

Computer skills

Smartphone usage

Job description

Birmingham Office - Birmingham, AL 35212 HEART Operator

Organization Description

Urban Alchemy hires individuals who were once incarcerated and trains them to transform people and places through love and respect. We provide services that heal communities challenged by the intersection of extreme poverty, mental illness, addiction, and homelessness. When individuals are suffering in our public spaces, Urban Alchemy offers solutions. When a neighborhood, street, or intersection earns a reputation as a place to avoid, we turn it around. Urban Alchemy staff, known as Practitioners, create a peaceful and supportive presence, helping our communities rebuild a sense of pride one person at a time. Urban Alchemy is a nonprofit organization founded in 2018. We quickly grew from a small program in San Francisco to a thriving social enterprise with over 1,300 staff. We currently have operations in California, Oregon, and Texas and continue to expand nationally. Over 95% of Urban Alchemy employees, including leadership, experienced incarceration or homelessness. For more information visit ourwebsite.

Position Summary

The HEART Operator plays a crucial role in supporting non-emergency 911 calls involving unhoused individuals by receiving and managing calls for assistance from the public. They are responsible for assessing the nature of the situation and then coordinating the appropriate response with HEART Supervisors and Practitioners. In addition, the HEART Operator will document calls received in written form for each call received. The HEART Operator sometimes will receive emergency calls from HEART Practitioners for crimes in progress; crimes that just occurred or requests for ambulances. They must remain calm and poised in the face of crisis.

Position Duties and Responsibilities

Position Specific:

• Work collaboratively as part of a co‑responder model team to address non‑violent, behavioral health crisis calls triaged by the city’s 911 system.
• Work collaboratively with other team members and the person in crisis to quickly assess the needs of individuals experiencing mental health crisis and create a response plan.
• Practice self‑awareness and cultural humility as member of a diverse team; be conscientious and sensitive to power and other interpersonal dynamics with other team members.
• Ability to engage and connect with individuals in crisis, a strong ability to remain calm and attentive during crises, as well as to work through several separate crises during a single shift.
• Demonstrate a high level of resilience and self‑care as part of maintaining wellness in a high‑crisis and first‑responder position.
• Demonstrate the ability to receive and assess critical information, summarize it into a written form, and disseminate information to HEART Operator Supervisor or HEART Practitioners.
• Know and adhere to Urban Alchemy’s critical incident policies, including reporting requirements.

General:

• Will treat all Urban Alchemy guests, staff and stakeholders with compassion and respect.
• Use emotional intelligence to effectively engage and connect with others.
• Adhere to established procedures to provide a safe working environment, including complying with OSHA, state, and local regulations as well as Urban Alchemy’s policies.
• Attend orientation and any additional training required by Urban Alchemy or our funders.
• Must wear an Urban Alchemy uniform and ID badge.
• Must carry all required safety and communications equipment.
• Follow all Urban Alchemy’s policies and procedures, including all safety guidelines.
• Perform other duties as assigned by the direct supervisor.

Position Requirements

Position Specific:

• The Urban Alchemy Communications Center is a 24/7 operation and operators may be required to be available to work all shifts.
• Has good verbal and written communication and people management skills.
• Has ability to follow instructions in a manner that demonstrates that the instructions are understood.
• Has ability and desire to come to work on time and be in proper uniform at all times.
• Has computer skills and knowledge of how to use office software programs.
• Has ability to learn how to do timekeeping using Paycom.
• Enjoys being a team player.
• Must be able to have a reliable source of transportation to be able to commute to alternate worksite(s).
• Has genuine and demonstrated interest in Urban Alchemy’s mission, values, and model.

General:

• Must be able to work compassionately and respectfully with people from all backgrounds.
• Must be prepared to deal with challenging circumstances related to serving people struggling with poverty, mental health, addiction, and/or homelessness.
• Must be able to obtain and maintain background clearance based on Urban Alchemy’s policies.
• This position requires the ability to use a smart phone or tablet to enter data.
• Lived experience with incarceration and/or homelessness strongly preferred.
• Driver’s license and a good driving record preferred.
• Physical Requirements:
• Expected to work in all weather conditions.
• Walking: 1+ hours.
• Standing: 1+ hours.
• Sitting: 7+ hours.
• Bending at Waist: Less than 1 hour per day.

Pay

$18/hour + health insurance, paid time off, and other benefits.

Statement of Non-discrimination

Urban Alchemy shares a special bond with society’s most vulnerable because we see ourselves in their struggle. When doing our work, we recognize the humanity in those who are struggling and treat them how we once wished others had treated us. People who have been incarcerated, experienced homelessness and/or come from marginalized communities are strongly encouraged to apply because we believe they have unique skills and abilities to engage with people who are struggling. Urban Alchemy provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Urban Alchemy prohibits discrimination and harassment of any type.

How to Apply

If you have questions, please email [e-mail] and indicate the position you are interested in. You can apply for this position by visiting: https://www.paycomonline.net.