Evening Helpline Specialist (In Office Position)

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

Benefits offered by this job

Employee Assistance Program

Health, dental, vision insurance (for

Disability insurance

Life insurance

Paid time off

Job summary

FirstLink is seeking an Evening Helpline Specialist to provide compassionate crisis support across phone, text, and online chat. You will de-escalate crises and guide help-seekers to local resources, including 988, 211, and regional crisis lines. A background in crisis intervention or customer service plus strong communication skills is required.

Training is provided. The Evening shift runs 4PM-12AM and is part of holiday rotation, with one weekend day per week.

Qualifications

• Must have crisis intervention or customer service experience.
• Strong written and verbal communication skills required.
• Must be at least 18 years old and have a high school diploma or GED.

Responsibilities

• Provide support to individuals via phone, text, or online chat.
• De-escalate emotional and mental health crises and make referrals to local resources.
• Engage with help-seekers across FirstLink lines, including 988 and 211 crisis services.

Skills

Crisis intervention

Customer service

Written & verbal communication

Education

High school diploma or GED

Job description

FirstLink is looking for Evening 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 Evening shift at FirstLink works from 4PM-12AM, and is part of the holiday rotation. This position will work one weekend day every week. The rotations we typically have available are Tuesday-Saturday and Sunday-Thursday; 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 8AM-4PM or 12PM-8PM.

Job Type: Full-time

Salary: $20.00 per hour

• 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:

• 4PM-12AM
• Evening shift
• Holidays
• Weekend availability
  
  
  
  • Tuesday - Saturday
  
  
  • Sunday - Thursday
  
  
  • 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