Help4WV Helpline Specialist

First Choice Services Inc; Charleston (WV); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Second-chance employer

Health, dental and vision insurance

Short- & long-term disability

Paid time off package

401(k) with company match after 1 year

Massages chairs, VR headsets

Job summary

First Choice Services Inc seeks empathetic Helpline Specialists to guide people in crisis toward recovery resources in WV and PA. You will answer calls, chats, and texts, document interactions, and provide compassionate referrals to substance use and mental health services.

The role emphasizes warmth, patience, and the ability to work within a supportive team in a recovery-focused environment.

Qualifications

• Answer calls, chats or texts from crisis lines with empathy and professionalism.
• Document interactions and referrals accurately in the systems.
• Pass a background check and pre-employment drug screen.
• Reliable transportation and ability to work the assigned shift.
• Strong written and verbal communication skills.

Responsibilities

• Answer incoming calls, chats or texts; Input reports into systems.
• Document visitor interactions; Conduct follow-up calls when appropriate.
• Provide referrals for substance use/behavioral health resources empathetically.

Skills

Empathy

Excellent communication

Typing skills

Computer literacy

Education

High School Diploma or equivalent

Job description

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 systemsDocumenting the visitor’s interactions into the appropriate systemsConducting follow-up calls when appropriateWhat 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 employerLarge long-term recovery populationCompetitive wagesHealth, dental and vision insuranceShort- and long-term disability insuranceBasic and voluntary life insurancePaid time off packageFloating holidayHoliday pay401(k) with company match after 1 year of serviceRewarding work in a fun work environment with fantastic peopleMassage chairs, quiet rooms, and VR headsetsOutreach OpportunitiesDiscounted gym membership with the YMCAEmployee engagement eventsWe are an equal employment opportunity employer! Come join our team!