Hotline Resource Specialist

Nationwide-Children; Columbus (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Nationwide-Children operates a crisis hotline providing crisis intervention, intake assessments, and referrals to community resources. The role requires gathering accurate information, coordinating admissions, and supporting clients through follow-up using motivational interviewing.

You will collaborate with law enforcement, shelter staff, and clinical teams to ensure seamless service delivery. The position emphasizes data quality, documentation, and rapid prioritization in a fast-paced

Qualifications

• Two years of college or equivalent education and experience required.
• Bachelor’s Degree in Social Work preferred.
• Effective verbal and written communication, interpersonal, and documentation skills.
• Knowledge of community resources and services.
• Experience in intake or crisis services preferred.

Responsibilities

• Provides crisis intervention and hotline support, answering calls with compassion and clinical skills.
• Conducts intake and eligibility assessments and connects callers with resources and services.
• Coordinates and supports referrals and admissions.
• Maintains accurate documentation and data quality across client information and activities.
• Collaborates with internal and external partners (e.g., law enforcement, shelter staff, clinical teams).
• Participates in follow-up calls and uses motivational interviewing to encourage ongoing engagement.
• Enters data into various record-keeping systems as needed.

Skills

Verbal communication

Written communication

Interpersonal skills

Documentation skills

Education

Two years college

Bachelor’s degree preferred

Tools

Record-keeping systems

Job description

Overview:Hours vary week to week, total hours per week will be 40 hours.Job Description Summary:Provides crisis intervention, intake assessment, and referral services to individuals calling into the crisis hotline. Supports access to appropriate community-based resources and services.Job Description:Essential Functions:Provides crisis intervention and hotline support, answering calls and responding to inquiries and concerns with compassion and clinical skills.Conducts intake and eligibility assessments and connects callers with appropriate resources and services. Coordinates and supports referrals and admissions.Maintains accurate documentation and data quality, collecting, reporting, and evaluating client information and activities.Collaborates with internal and external partners, such a law enforcement, shelter staff, and clinical teams, to ensure seamless service delivery and support for clients.Participates in follow-up calls and encourages discharged clients to engage in ongoing services using motivational interviewing techniques.Enters data into various record-keeping systems as needed.Education Requirement:Two years of college, or equivalent education and experience, required.Bachelor's Degree in Social Work, preferred.Skills:Effective verbal and written communication, interpersonal, and documentation skills.Working knowledge of relevant community resources and services.Effective problem-solving and conflict management skills.Ability to quickly assess and prioritize information received.Flexibility and ability to manage multiple demands in a fast-paced environment.Experience:One year of experience providing intake or crisis services, preferred.Relational database experience, preferred.Physical Requirements:OCCASIONALLY: Bend/twist, Climb stairs/ladder, Flexing/extending of neck, Lifting / Carrying: 0-10 lbs, Lifting / Carrying: 11-20 lbs, Lifting / Carrying: 21-40 lbs, Pushing / Pulling: 0-25 lbs, Pushing / Pulling: 26-40 lbs, Reaching above shoulder, Squat/kneel, Standing, WalkingFREQUENTLY: Hand use: grasping, gripping, turning, Repetitive hand/arm useCONTINUOUSLY: Audible speech, Color vision, Computer skills, Decision Making, Depth perception, Hearing acuity, Interpreting Data, Peripheral vision, Problem solving, Seeing – Far/near, Sitting\"The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individuals so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under their supervision. EOE M/F/Disability/Vet\"