Helpline Specialist Overnight Position

Louisiana Association on Compulsive Gambling; Bossier City (LA); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Overnight shifts available

10 PM - 6 AM

11 PM - 7 AM

Job summary

A crisis helpline organization in Louisiana is seeking a Helpline Specialist to provide critical support through calls and messages for various helplines. Responsibilities include engaging with individuals in crisis, conducting intake assessments, and ensuring accurate documentation. Candidates must demonstrate excellent crisis intervention skills and maintain confidentiality. The role requires availability for overnight shifts as the helpline operates 24/7. Benefits include health and dental insurance, as well as opportunities for advancement.

Qualifications

• Ability to engage with individuals in crisis and provide emotional support.
• Experience in conducting intake assessments and documentation.
• Skills in maintaining confidentiality and compliance with helpline protocols.

Responsibilities

• Answer calls, chats, and texts from individuals in crisis.
• Complete necessary documentation and intake forms accurately.
• Provide referrals to mental health resources and follow up with callers.
• Complete intake forms, shift reports, and all required documentation accurately and promptly.
• Maintain accurate data entry into the helpline's system (iCarol, FileMakerPro) ensuring confidentiality.
• Report operational or technical issues to supervisors in a timely manner.
• Provide callers with appropriate referrals to resources listed in the Resource Directory.
• Prepare and send mail-out materials as requested by callers or team members.
• Follow up with callers to ensure they receive the necessary support or resources.
• Offer guidance and support to other Helpline Specialists and participate in ongoing training.

Skills

Crisis intervention

Emotional support

Client interaction

Documentation accuracy

Tools

iCarol

FileMakerPro

Job description

Benefits

• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance
• OVERNIGHT SHIFTS AVAILABLE
• 10 PM - 6 AM
• 11 PM - 7 AM

Please note: This position is not a remote role. All work must be performed onsite at our designated location(s). Remote work is not available for this position at this time.

Job Summary

Provides critical support in answering calls, chats, and text messages for various helplines, including the 988 Lifeline, Substance Use, Problem Gambling, and Suicide Prevention services. This role involves engaging with individuals in crisis, conducting intake assessments, offering emotional support, and referring them to appropriate resources. The Helpline Specialist must maintain professionalism, accuracy in documentation, and follow all protocols while providing compassionate assistance to those in need.

Supervised by: Team Lead/Shift Supervisor

Job Duties and Responsibilities

• Client Interaction:
  • Answer all calls, chats, and text messages in a friendly and professional manner.
  • Engage with individuals in crisis, providing emotional support and crisis intervention according to established protocols.
  • Complete thorough intake assessments and create records for all eligible contacts, ensuring all information is accurately logged.
• Documentation and Reporting:
  • Complete intake forms, shift reports, and all required documentation accurately and promptly.
  • Maintain accurate data entry into the helpline's system, such as iCarol and FileMakerPro, ensuring the confidentiality of sensitive information.
  • Report any operational or technical issues to supervisors in a timely manner.
• Referral and Resources:
  • Provide callers with appropriate referrals to resources listed in the Resource Directory, including mental health services, treatment facilities, and support groups.
  • Prepare and send mail-out materials as requested by callers or team members.
  • Follow up with callers to ensure that they receive the necessary support or resources.
• Support and Team Collaboration:
  • Offer guidance and support to other Helpline Specialists, sharing knowledge and assisting with difficult cases.
  • Participate in ongoing training and continuing education programs to maintain certification and stay updated on best practices in crisis intervention.
  • Assist in maintaining a clean, organized working environment for the team.
• Compliance and Confidentiality:
  • Adhere to all LACG Helpline policies and procedures, ensuring the confidentiality of all caller interactions and records.
  • Follow protocols for crisis management, suicide prevention, and referrals in a compliant manner.
  • Participate in training modules and continuously improve skills related to crisis intervention, de-escalation, and mental health awareness.
• Shift Availability:
  • Be available to work assigned shifts, which may include evenings, weekends, and overnight shifts, as the Helpline operates 24/7.
  • Adapt to alternate workspaces or environments should an emergency or disaster occur.
• Certification and Development:
  • Enroll in the Crisis Helpline Specialist Certification Program after 1 year of employment and work toward obtaining certification.
  • Continuously demonstrate skills learned through LACG training programs, ensuring excellence in service delivery.