Helpline Coordinator

First Choice Services; Charleston (WV); On-site; USD 21,000 - 30,000; Full time

Job summary

First Choice Services is seeking a Helpline Coordinator in Charleston, WV, to connect callers with treatment services and supportive resources based on individual needs. You will participate in event preparation, expand program initiatives, and maintain program documents while engaging with colleagues and community partners.

The role emphasizes empathy, patience, and ethical service delivery. You will be the initial point of contact, representing the agency and its mission while ensuring quality

Qualifications

• Lived experience with gambling disorder and/or a four year degree; social services field and experience preferred. High School Diploma or GED equivalent required.
• Experience in crisis intervention and helping others in difficult situations.

Responsibilities

• Answer lines/chats, follow-up calls, mailers, obtain and make appointments.
• Gather and exchange information based on caller needs and individual circumstances.
• Communicate information about various treatment services and available supports without bias.
• Answer incoming calls, texts and chats; document caller interactions in the electronic database and other systems as needed.
• Follow-up with callers to monitor and track success, address concerns and provide referrals.
• Respect privacy rights under HIPAA during service provision.
• Assist in event preparation and outreach activities.
• Maintain documents for mailers and online document organization; support program expansion.

Skills

Crisis intervention

Written and verbal communication

Empathy and compassion

Multitasking

Computer skills

Active listening

Team cooperation

Education

Bachelor's degree

High School Diploma or GED

Tools

CRM software

Electronic databases

Job description

Job DetailsJob Location: Charleston, WV 25311Position Overview

TheFirst ChoiceServicesHelpline Coordinatorconnectscallerswithtreatment services and other supportive resources based on their individual needs.TheFirst ChoiceHelpline Coordinator alsoparticipateswithevent preparation, expansion of other program initiatives and activities, maintenance of program documents and interaction with colleagues and community partners.TheFirst ChoiceHelpline Coordinator willlearn about all agency programs andassistwith outreach activities.Helpline Coordinatorsare characterized by their patience, empathy and helpful natures.Employees in this position are theinitialpoint of contact for callers and areresponsiblerepresentingthe agency and its mission in their direct interaction with First Choice callers.Qualityservice tothose accessingthe helpline is expected and delivered in a respectful and ethical manner.TheFirst ChoiceHelpline Coordinatoriseager,empatheticand considerate.

Essential Job Functions

• Complete helpline tasks – answer lines/chats, follow-up calls, mailers, obtain and make appointments.
• Gather and exchange information based on the caller’s needs and individual circumstances.
• Communicate information about variousappropriate treatmentservices and available supports without bias.
• Answer incoming calls, texts and chats, and document caller interactions withinthe electronic database as well as within other systems as needed.
• Follow-upwith callers tomonitorand track success, field concerns and provide further information, referral and support as needed.
• Respect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
• Assistin event preparation–assistwith binders, printing, and other tasks as needed.
• Assistin expansion of PG prevention and outreach programs including but not limited to mailing information/outreach requests.
• Assistwithmaintaining documents for mailers, printing documents,filingand online document organization.
• Foster relationships with colleagues in the field and other community partners
• Assistwith other FCS outreach and learn about FCS programs.
• Provide all services in an ethical manner whilemaintaining participant dignity.
• Participate in professional development, staff meetings, continuing education, qualityimprovementand performance review asrequired.
• Provide forthe safety and wellbeing of callers following all applicable mandatedreporterand duty of care standards.
• Adhere to all policies and procedures.

Non-Essential Job Functions

• Assistwith other FCS outreach and learn about other FCS programs.

Requirements

• Lived experience with gambling disorder and/or afour yeardegree, social services field and experience preferred. High School Diploma or GED equivalentrequired.
• Experience in crisis intervention.
• Strong written and verbal communication skills.
• Compassion and empathy to appropriately respond to the unique circumstances and needs of allcallers.
• Ability to access and document information through computer systems while interacting with callers via text,phoneand chat.
• Good judgment related to managing challenging callers, requesting /support as necessary and handling unique situations.
• High attention to detail.
• Passion for helping othersin the area ofproblemgambling;as well as,suicide prevention, mentalhealthand other addictions.
• Compassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status.
• Ability to work with co‑workers,callersand administrators in a respectful and cooperative manner regardless of differences in values or opinions.
• Ability to work schedule assigned, which could include evenings, weekends, and holidays.

The requirements listed above are representative of the knowledge,skilland/or ability required.Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Other Skills/Abilities

• Ability to multi-task:Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Communication skills:Reads,writesand speaks fluent Englishin order toconvey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise andaccuraterecords and reports.
• Organizational ability:Demonstratesa systematic approach in carrying out tasks and assignments.
• Problem solving skills:Demonstratesa strong ability to properlyidentifyand analyze problems. Able to follow the proper policies and procedures to solveidentified problems.
• Client service skills: Consistently ensures that participants are provided with attentive,courteousand informative service. Gains and shows personal satisfaction from delivering expected service elements.
• Computer skills: Comfortably and confidentlyusesa computer and specialized software.
• Initiative:Self-motivated and shows willingness to accomplish multiple tasks as assigned.
• Integrity:Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness:Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
• Flexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence:Able and willing to perform tasks and duties without direct supervision.
• Tolerance for Stress / Resiliency:Maintainsa positive outlook, rebounds quickly fromfrustrationsand unpleasantness, andmaintains composure and friendly demeanor while dealing with stressful situations.
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions asappropriate.

Working Environment

• A climate controlled, contact center environment.
• Constant usage of phone and computer systems.

Physical Requirements

• Extensive computer work withlong periodsof sitting in a typical call center work environment.
• Ability to lift10pounds unassisted. Heavier weight withassistance.
• Ability to work evenings, nights, weekends, and holidays asrequired.

Qualifications