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

Community Crisis Services; Hyattsville (MD); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health & Vision Insurance

Dental Insurance

401(k) Retirement Services

Paid Time Off

Job summary

Community Crisis Services in Hyattsville, Maryland, is seeking Hotline Specialists to support a 24/7 hotline for individuals in need. Specialists will provide vital services such as crisis intervention, referrals, and emotional support.

The position includes remote work opportunities but requires training and orientation in person for the first six weeks. CCSI offers comprehensive training and supports a team-oriented environment, valuing compassion and patience.

Qualifications

• Successful completion of Initial Crisis Intervention Training.
• Ability to communicate effectively and non-judgmentally.
• Must have a quiet workspace and high-speed internet.

Responsibilities

• Provide counseling, information and referrals to callers.
• Accurately complete documentation for calls and services.
• Maintain caller confidentiality and uphold hotline policies.

Skills

Active listening

Empathy

Crisis intervention

Communication

Education

High School Diploma/GED

Tools

Language Line

TTD services

Computer/Laptop

Job description

Community Crisis Services, Inc. seeks 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. Hotline Specialists serve those 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.

Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and the 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 in either the District of Columbia, Maryland or Virginia.

* Candidates must be able to participate in and complete mandatory in‑person 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

• 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

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 situation.

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.