Bilingual Crisis Hotline Specialist (Part-Time & Full-Time)

CommUnity Crisis Services and Food Bank; Hyattsville (MD); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health & Vision Insurance (FT)

Dental Insurance (FT)

Life & Disability Insurance (FT)

401(k) Retirement Services

Employee Assistance Program

Flexible Spending Account

Holiday Premium Pay

Paid Time Off

Referral Program

Perks at Work

Job summary

Community Crisis Services, Inc. seeks Bilingual Hotline Specialists to staff our 24/7 hotline serving callers in need from Prince George’s County, the state of Maryland, and across the nation.

The role requires English and Spanish proficiency, compassionate crisis support, and the ability to work in a hybrid model with in-person training at our MD headquarters. Selected candidates will undergo 40 hours of training focused on active listening, suicide prevention, and resource navigation.

Qualifications

• Fluent in English and Spanish (required).
• Initial Crisis Intervention Training or equivalent preferred.
• ASIST Training.
• Ability to work in a high-stress environment and maintain confidentiality.
• Must have computer/laptop, high-speed internet and quiet workspace.

Responsibilities

• Provide counseling, information and referrals to callers.
• Assess caller’s presenting problem and determine appropriate intervention.
• Complete statistics and forms for each call.
• Maintain confidentiality and document interactions accurately.
• Work in a team while being able to operate independently.
• Support 24/7 shift coverage and holidays as needed.

Skills

Bilingual English/Spanish

Active listening

Empathy

Crisis intervention

Team player

Written communication

Computer skills

Call center

Education

High School Diploma/GED

Tools

Language Line

Job description

Community Crisis Services, Inc. seeks Bilingual Hotline Specialists to staff our 24/7 hotline serving callers in need from Prince George’s County, the state of Maryland, and across the nation. Bilingual Hotline Specialists serve Spanish-Speakers needing access to homeless shelters, information about health and human service agencies, support in times of emotional distress, or even help staying safe through thoughts of suicide. Through contracts with several government and non-profit agencies, CCSI’s hotline program provides a variety of services.

Bilingual Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. The position has the potential to be mostly performed remotely, as this is a hybrid position. Staff must reside within 50 miles of Hyattsville, MD and be able to travel to the MD headquarters for in-person training and meetings.

* Candidates must be able to participate in and complete mandatory orientation and training during the first 6 weeks of employment.

Available shifts

• Full-time and Part-time positions
• Weekdays and weekends
• Multiple Shifts:
  
  • Day (8am-4pm)
  • Evening (4pm-12am)
  • Overnight (12am-8am)

Qualifications

• Fluent in English and Spanish (required)
• Successful completion of Initial Crisis Intervention Training.
  
• Completes ASIST Training
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
• Successful use of Language Line and TTD services.
  
• High School Diploma/GED
• Must have a computer/laptop, high-speed internet and a quiet workspace

*Bilingual Hotline Specialists will have demonstrated written and speaking proficiency in English and Universal Spanish to facilitate clear and accurate information exchanges with callers. Bilingual Hotline Specialists will undergo a test and an oral proficiency interview in the tested language and designed to identify the candidate’s level of linguistic proficiency to ensure bilingual Hotline Specialists are articulate (understandable) in Spanish and English.

Responsibilities

• Have the ability to work in a highly stressful environment that deals with callers in crisis.
  
• Provide counseling, information and referrals to callers.
• Assess each caller’s presenting problem, support systems, coping skills and level of emergency to determine appropriate intervention.
• Thoroughly and accurately complete a statistics sheet on each call. Completes homeless forms, protective services forms, suicide forms, regular caller forms, etc. when required.
• Maintains confidentiality of callers and agency.
• Keeps updated by reading the communication log and other data available.
• Completes clerical work as needed.
• Communicate problems to supervisors when necessary.
• Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
• Attend in-services and meetings as scheduled
• Does not leave the phones unattended under any circumstances (leaving work location).
  
• Must be available to work holidays as needed and help maintain 24/7 shift coverage.
• Hotline specialists are classified as essential personnel and are required to report for duty accordingly.
• Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
• Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.

Required Skills and Abilities:

• Demonstrates maturity and empathy, consistently providing attentive, courteous, and informative service.
• Demonstrates exceptionally strong written and verbal communication skills.
• Excellent oral and written communication skills in English to convey information and ideas effectively.
• Gives full attention to others, asks appropriate questions, and actively listens to ensure understanding.
• Maintains a positive outlook, rebounds quickly from frustrations, and keeps a friendly demeanor in stressful situations.
• Confidently works independently while effectively collaborating as part of a professional team.
  
• Demonstrates a systematic approach to tasks and assignments.
• Possesses strong analytical and problem-solving skills, identifying and addressing issues by following proper procedures.
• Reliable and punctual, with a strong ability to adhere to schedules based on call center needs.
• Consistently follows call center program policies and procedures.
• Proficient in using technology, including telephones, computers (PC), laptops, software, and email.
• Manages multiple tasks simultaneously, maintaining accuracy and composure in distracting and urgent situations.

Work Conditions

• Holidays, Evening and weekend coverage required, depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations, potential exposure to aggressive encounters via telephone.

Benefits

• Health & Vision Insurance (FT Status)
• Dental Insurance (FT Status)
• Life & Disability Insurance (FT Status)
• 401(k) Retirement Services
• Employee Assistance Program
• Flexible Spending Account
• Holiday Premium Pay
• Paid Time Off
• Referral Program
• Perks at Work

Equal Employment Opportunity

Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. To learn more about Community Crisis Services Inc. and other exciting and fulfilling career opportunities, please visit us at: https://tinyurl.com/CCSIMD-Careers.