Day Helpline Specialist (In Office Position)

Myfirstlink; Fargo (ND); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Employee Assistance Program

100% paid health, dental, and vision

Long-term and short-term disability

Life insurance

12 days of paid time off

Job summary

FirstLink is seeking Daytime Helpline Specialists to support individuals across phone, text, and online chat channels. You will listen, de-escalate crises, and refer to local resources, including 988 and 211 lines.

A background in crisis intervention or customer service helps, with strong written and verbal communication skills. The role is full-time, in-person, with shifts 8:00 AM–4:30 PM or 12:00 PM–8:30 PM, weekend work, and a holiday rotation.

Qualifications

• Must have a high school diploma or GED.
• Must be 18 years of age or older.
• Must be able to read, write, and follow oral or written instructions.
• Minimum of 6 months' working experience in a call center, customer service, human service, or mental health field.

Responsibilities

• Provide support to individuals reaching FirstLink by phone, text, or online chat.
• Lend a listening ear, de-escalate emotional and mental health crises, and make referrals to local community resources.
• Engage with help-seekers across all FirstLink lines, including the 988 Suicide & Crisis Lifeline and 211 Information & Referral Helpline.

Job description

FirstLink is looking for Daytime Helpline Specialists. The Helpline Specialist will provide support to individuals reaching FirstLink by phone call, text, or online chat. You will lend a listening ear, de-escalate emotional and mental health crises, and make appropriate referrals to local community resources. Your primary responsibility will be engaging with help-seekers across all FirstLink lines, including the 988 Suicide & Crisis Lifeline, 211 Information & Referral Helpline, and various regional or statewide crisis lines. A successful candidate will have some experience in crisis intervention or customer service, as well as strong written and verbal communication skills.

The Day shift at FirstLink works from 8AM-4/4:30PM or 12PM-8/8:30PMand is part of the holiday rotation. This position will work at minimum one weekend day every week. The rotations we typically have available are Tuesday-Saturday,Sunday-Thursday and Thursday-Monday (full weekends); final schedule will be determined at the end of training.

FirstLink provides extensive training to ensure that you are confident and ready to make a difference in the lives of others everyday.

• Training is Monday-Friday, and will be completed on a schedule of 8/8:30AM-4/4:30PM or 12PM-8/8:30PM.

Job Type: Full-time

Salary: $20.00 per hour

Benefits:

• Employee Assistance Program
• 100% paid health, dental, and vision insurance (for the employee only)
• Long-term and short-term disability
• Life insurance
• 12 days of paid time off, 8 hours accrued per month during the first calendar year

Schedule:

• 8AM-4/4:30PM OR 12PM-8/8:30PM
• Day shift, Mid shift
• Holidays
• Weekend availability
  • Tuesday - Saturday
  • Sunday - Thursday
  • Thursday - Monday
  • Determined at end of training.

Required Education and Experience:

• Must have a high school diploma or GED
• Must be 18 years of age or older
• Must be able to read, write, and follow oral or written instructions
• Minimum of 6 months' working experience in a call center, customer service, human service, or mental health field

Work Location:

In person