Hotline Resource Specialist

10 Nationwide Children's Hospital; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

The Nationwide Children’s Hospital crisis hotline program seeks a compassionate professional to provide crisis intervention, intake assessment, and referral services. You will support access to community resources, document activities, and coordinate referrals while collaborating with law enforcement, shelter staff, and clinical teams to ensure seamless service delivery.

Excellent communication, documentation, and multitasking are essential.

Qualifications

• Two years of college or equivalent required.
• Bachelor's Degree in Social Work preferred.

Responsibilities

• Provides crisis intervention and hotline support, answering calls and responding to inquiries 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.
• Collaborates with law enforcement, shelter staff, and clinical teams to ensure seamless service delivery.
• 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.

Skills

Verbal communication

Written communication

Interpersonal skills

Documentation

Resource knowledge

Problem solving

Conflict management

Prioritization

Multitasking

Flexibility

Education

Two years of college or equivalent

Bachelor's in Social Work preferred

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.

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

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose. Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission. We're 15, 000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere. Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere. Nationwide Children's Hospital. A Place to Be Proud.