LGBTQ Hotline Specialist EMPACT

La Frontera EMPACT - Suicide Prevention Center; Arizona; On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Generous PTO

10 paid holidays per year

Medical plans (4 choices)

Dental plans (2 choices)

Vision plans (2 choices)

403(b) retirement plan

Retirement Allowance

Life/AD&D and LTD paid by company

Voluntary Life and Short-term Dis.

Tuition Reimbursement

Elder Care Assistance

Pet Insurance

Job summary

EMPACT-SPC/La Frontera Arizona is seeking a Specialist for the LGBTQIA Call Center to provide crisis phone interventions for callers of our suicide hotline. You will leverage your behavioral health experience to refer callers to appropriate services and ensure accurate documentation from a remote or office setting.

The role requires an Arizona resident with a bachelor’s degree in counseling, social work, or related field and at least 3 years of behavioral health experience, with crisis

Qualifications

• Bachelor’s degree in counseling, social work, or related field required.
• Minimum of 3 years of experience in the behavioral health field.
• Crisis Experience preferred.
• Supervisory experience preferred.
• Program Development preferred.

Responsibilities

• Answer all phone lines in a timely and professional manner while meeting agency goals of efficiency and customer satisfaction.
• Effectively assess clinical situations and needs of all callers.
• Provide safe and effective clinical interventions to all callers.
• Complete clinical documentation thoroughly, clearly, and accurately, including information critical to data collection and reporting to funders. Forward internal referrals to the appropriate program(s) with all required information on time.
• Work collaboratively with internal and external clients/customers. Maintain a positive attitude and flexibility to assist others.
• Monitor call-in times for clients placed on a 72-Hour Suicide Watch or Safety Follow-Up.
• Will be required to work beyond his/her shift with no warning if the crisis warrants or if required paperwork is not complete at the end of the shift.
• Attend all required meetings and training, even if they fall outside of the regularly scheduled shift. Evening and night hours may be required.
• Assist the hotline clinical coordinator in training new staff.
• Before using downtime for personal business, staff will be required to ensure all program forms are stocked, the hotline area is clean and organized, required reading is completed, and to complete any project to benefit Crisis and/or other departments within the agency as required by a supervisor.
• Attend in-person meetings, training, and agency activities and events outside of regularly scheduled work hours upon request.

Skills

Oral communication

Written communication

Customer service

Crisis management

Multitasking

Empathy

Professional conduct

Education

Bachelor’s Degree in Counseling, Social Work, or related field

Job description

What You’ll Do

The Specialist for the LGBTQIA Call Center will support callers who call our suicide hotline by providing crisis phone interventions. Additionally, you will use your experience to recommend the appropriate referrals for available services. Must be an Arizona resident.

Essential Responsibilities

• Answer all phone lines in a timely and professional manner while meeting agency goals of efficiency and customer satisfaction.
• Effectively assess clinical situations and needs of all callers.
• Provide safe and effective clinical interventions to all callers.
• Complete clinical documentation thoroughly, clearly, and accurately, including information critical to data collection and reporting to funders. Forward internal referrals to the appropriate program(s) with all required information on time.
• Work collaboratively with internal and external clients/customers. Maintain a positive attitude and flexibility to assist others.
• Monitor call-in times for clients placed on a 72-Hour Suicide Watch or Safety Follow-Up.
• Will be required to work beyond his/her shift with no warning if the crisis warrants or if required paperwork is not complete at the end of the shift.
• Attend all required meetings and training, even if they fall outside of the regularly scheduled shift. Evening and night hours may be required.
• Assist the hotline clinical coordinator in training new staff.
• Before using downtime for personal business, staff will be required to ensure all program forms are stocked, the hotline area is clean and organized, required reading is completed, and to complete any project to benefit Crisis and/or other departments within the agency as required by a supervisor.
• Attend in-person meetings, training, and agency activities and events outside of regularly scheduled work hours upon request.

What You’ll Provide

• Excellent oral and written communication skills.
• Clear and effective communication.
• Strong customer service.
• Strong problem-solving and analytical skills.
• Ability to document detailed information.
• Ability to multitask.
• Demonstrated ability to remain calm in crisis situations, work independently and cooperatively, recognize personal limitations, and relate positively and with empathy to all persons regardless of age, race, creed, gender, or sexual orientation.
• Maintain professional conduct consistent with ethical professional practice and the policies and procedures of the agency.
• Maintain a professional demeanor while working remotely (from home) and positive working relationships with internal and external team members, stakeholders, and community and business partners

Education And Experience

• Bachelor’s Degree in Counseling, Social Work, or related field required.
• Minimum of 3 years of experience in the behavioral health field.
• Crisis Experience preferred.
• Supervisory experience preferred.
• Program Development preferred.

What You’ll Experience

• The typical work environment will be at an EMPACT office, working indoors.
• Employees must be able to lift up to 25 pounds at times.

What You’ll Receive

(Full-time employees)

• Generous PTO
• 10 paid holidays per year
• Medical plans (4 choices)
• Dental plans (2 choices)
• Vision plans (2 choices)
• 403(b) retirement plan
• Retirement Allowance
• Company-paid Life/AD&D and Long Term Disability
• Voluntary additional Life and Short-term Disability
• Tuition Reimbursement
• Elder Care Assistance
• Pet Insurance and much more!

EMPACT-SPC is licensed by the Arizona Department of Health Services and accredited by the American Association of Suicidology (AAS) and The Commission on Accreditation of Rehabilitation Facilities (CARF).

EMPACT-SPC/La Frontera Arizona provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

All employees of EMPACT-SPC and La Frontera Arizona are employees "at will" as that term is understood in the State of Arizona. This means that employment may be terminated at any time without prior notice and for no stated reason.

EMPACT-SPC/La Frontera Arizona reserves the right to modify position descriptions as needed and without notice. This job description is not designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.