Hotline Resource Specialist

Nationwide Children's Hospital; North Carolina; On-site; USD 40,000 - 60,000; Full time

Job summary

Nationwide Children's Hospital in North Carolina seeks a crisis intervention specialist to provide hotline support, intake assessments, and connections to appropriate services. This full-time role requires compassionate communication, accurate documentation, and coordination with partners to ensure seamless client care.

Responsibilities include follow-up calls, motivational interviewing to promote ongoing engagement, and data entry across record systems.

Qualifications

• Two years of college or equivalent education and experience.
• Bachelor’s Degree in Social Work preferred.
• Effective verbal and written communication, interpersonal, and documentation skills.
• Working knowledge of community resources and services.
• Problem solving and conflict management abilities.
• Ability to quickly assess and prioritize information.
• Flexibility to manage multiple demands in a fast-paced environment.

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 referrals.
• Maintains accurate documentation and data quality for client information and activities.
• Collaborates with internal and external partners to ensure seamless service delivery.
• 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

Documentation

Resource knowledge

Problem solving

Prioritization

Multitasking

Education

Two years college

Bachelor's preferred

Tools

Relational database

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, Walking

FREQUENTLY: Hand use: grasping, gripping, turning, Repetitive hand/arm use

CONTINUOUSLY: 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”