211 Call Specialist - OKC and Tulsa

HeartLine, Inc.; Oklahoma City, Tulsa (OK, OK); Teletrabalho; USD 32 000 - 54 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, dental, and vision insurance

Life insurance

401(k) retirement plan with employer 6

PSLF eligibility

Flexible scheduling

Resumo da oferta

HeartLine, Inc. in Oklahoma City is seeking a compassionate crisis counselor to respond to inbound crisis contacts via phone, text, chat, and email in a 24/7 call center setting.

You will provide crisis de-escalation, problem solving, brief assessment, and referrals, with accurate data entry into the resource database. Initially, training is onsite with remote work possible after completion; candidates must reside in Oklahoma.

Qualificações

• High school diploma or GED required; bachelor’s preferred in social work, sociology, or related field.
• Inform USA or CRS certification preferred; must obtain within three years of eligibility.
• At least one year in a contact center, crisis hotline, or information/referral service.
• Bilingual in English and Spanish preferred.

Responsabilidades

• Responds to crisis chats/texts and provides emotional support, assessment, crisis intervention, and referrals.
• Assess suicide risk following protocols and provide safety/action planning.
• Offer follow-up services to individuals at risk of suicide or those affected.
• Gather information about caller circumstances and needs.
• Serve as a mandated reporter for suspected abuse.
• Conduct imminent risk assessments and coordinate emergency contacts per ASIST.
• Maintain confidentiality per HeartLine policies.
• Complete required HeartLine paperwork and log calls in the database.
• Utilize supervisory consultation as needed.
• Attend in-services and continuing education to stay updated on policies.
• Participate in HeartLine’s community disaster/emergency response plan.
• Other duties as assigned.

Conhecimentos

Assess client needs

Verbal & written communication

Microsoft Office (Outlook)

Client management databases

Time management

Fast-paced environment

Health & human services familiarity

Physically able requirements

Formação académica

High school diploma or GED

Bachelor’s degree preferred in social work or related field

Ferramentas

Access

Descrição da oferta de emprego

Description:

Answer inbound crisis and social service referral contacts via phone, text, chat and email in a 24/7 call center setting. Provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals. All client and resource information will be recorded accurately in the appropriate contact center database.

This position is hiring in the Oklahoma City and Tulsa areas. To be considered for this role, applicants must reside in Oklahoma.

Job Responsibilities:

• Responds to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
• Consistently and accurately assess each chat/texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each contact.
• Offer and provide follow-up services to individuals at risk of suicide, suicide loss survivors, or third-party contacts.
• Gather information about the circumstances that precipitated the call and the caller’s specific needs for assistance.
• Serve as a mandated reporter in cases of suspected abuse.
• Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes or re-engage as instructed using the ASIST model.
• Maintain confidentiality of all contacts adhering to HeartLine’s policies and procedures.
• Complete required HeartLine paperwork, including the recording of all calls in the resource database accordingly.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Attend in-services and continuing education events to improve skills and be alerted to changes in policies or procedures.
• Actively participate in HeartLine’s community disaster/emergency response plan.
• Other duties as assigned.

Requirements:

Education:

High school diploma or GED is required. A bachelor’s degree in social work, sociology, or a related field is preferred.

Experience:

Inform USA or AAS certification is preferred. Must obtain Inform USA or CRS certification within three years of eligibility. At least one year of experience in a contact center, crisis hotline, or information and referral service. An equivalent combination of education and experience may also be considered. Bilingual in English and Spanish is preferred.

Required Skills and Abilities:

• Ability to assess client needs effectively and demonstrate sensitivity to their concerns.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office (Outlook required).
• Experience with client management databases; relational database experience (e.g., Access) is a plus.
• Self-starter with strong time management skills.
• Able to thrive in a fast-paced contact center environment.
• Familiarity with health and human services is highly desirable.
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

Benefits:

HeartLine offers a comprehensive benefits package to eligible full-time employees and their eligible family members. Benefits begin the first of the month following 60 days of full-time employment and include:

• Medical, dental, and vision insurance
• HeartLine currently pays 90% of the employee-only premium for the core medical plan
• $30,000 employer-paid basic life insurance
• Voluntary benefits through Mutual of Omaha, including term life, short-term disability, critical illness, hospital indemnity, and accident insurance
• 401(k) retirement plan eligibility beginning the first of the month following six months of employment, with a dollar-for-dollar employer match on the first 2% of eligible compensation contributed, subject to a six-year vesting schedule
• Eligibility for the Public Service Loan Forgiveness (PSLF) Program as an employee of a qualifying nonprofit organization

Benefits, eligibility requirements, and employer contributions are subject to change.

Work Environment:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done.

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.

Contents may be subject to change to meet the needs of the organization.