Help4WV Helpline Specialist

First Choice Services; Charleston (WV); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) with match

Paid Time Off

Holiday Pay

Disability Insurance

Life Insurance

YMCA Discount

Massage chairs

Job summary

First Choice Services in Charleston, WV is seeking a compassionate Helpline Specialist to support individuals seeking substance use and mental health resources. You will answer calls, chats, and texts, document interactions, and provide empathetic referrals for crisis support and behavioral health services.

The role focuses on delivering timely, warm, and non-judgmental assistance to callers and their families, contributing to a supportive recovery environment and connecting people with

Qualifications

• High School Diploma or equivalent preferred, but not required.
• Ability to pass a background check and pre-employment drug screen (post-offer).
• Ability to work shift assigned.
• Reliable transportation.
• Excellent written and verbal communication skills.
• Continuous computer work, so candidates must have some computer and typing skills.

Responsibilities

• Answer incoming calls, chats or texts.
• Input call/chat/text reports into appropriate systems; document interactions.
• Conduct follow-up calls when appropriate.
• Complete referrals empathetically for substance use and behavioral health resources.

Skills

Empathy

Communication

Typing

Computer literacy

Education

High School Diploma or equivalent

Job description

Job Details

Job Location: Charleston, WV 25311

Who is First Choice Services? - There's a Helpline for That!

First Choice Services is a non-profit operating several FREE programs and helplines across multiple states with the common goal of making behavioral health and social services easier to access and navigate! And we do all of this from our beautiful office in Charleston, WV!

What are we looking for in a candidate?

We are looking for kind, empathetic, and driven candidates who want to help others, and be a part of a growing team of hard-working and awesome individuals. We are looking for candidates who have a strong desire to help those who are struggling and maintain warmth and patience in tough situations. We need you to have passion for helping others in the areas of suicide prevention, mental health, and addiction.

What does a Helpline Specialist at First Choice Services do?

Our Helpline Specialists assist those who are seeking out substance use and/or alcohol use treatment resources. We answer both Help4WV and PA Get Help Now. Helpline Specialists answer calls, chats, and texts from those throughout the state who have found themselves, or their loved ones, in an emotional crisis. Many are seeking substance use disorder and/or behavioral health treatment. Our helpline specialists can complete referrals in an efficient and empathetic manner, many with their own lived experience. Help4WV Helpline Specialists also answer the Children's Crisis & Referral portion of the line, where they connect callers with mobile crisis response, complete wraparound referrals, and support children and their families via phone, chat, and text.

What are some of the essential functions?

• Answer incoming calls, chats or texts;
• Input call/chat/text reports into appropriate systems
• Documenting the visitor's interactions into the appropriate systems
• Conducting follow-up calls when appropriate

What are the requirements for the positions?

• High School Diploma or equivalent preferred, but not required.
• Ability to pass a background check and pre-employment drug screen (post-offer).
• Ability to work shift assigned.
• Reliable transportation.
• Excellent written and verbal communication skills.
• Continuous computer work, so candidates must have some computer and typing skills.

Benefits!

• Second-chance employer
• Large long-term recovery population
• Competitive wages
• Health, dental and vision insurance
• Short- and long-term disability insurance
• Basic and voluntary life insurance
• Paid time off package
• Floating holiday
• Holiday pay
• 401(k) with company match after 1 year of service
• Rewarding work in a fun work environment with fantastic people
• Massage chairs, quiet rooms, and VR headsets
• Outreach Opportunities
• Discounted gym membership with the YMCA
• Employee engagement events

We are an equal employment opportunity employer! Come join our team!