Crisis Worker – Hotline services

REPORTS TO: Shift Supervisor

Salary: $17-20 Hourly, Non-exempt, Essential

Open Positions are for 1st Shift incoming phone line services

8:00 am – 4:30pm EST Thursday to Monday

8:00 am – 4:30pm EST Wednesday to Sunday

10:00 am – 6:30pm EST Sunday to Thursday

We are now offering limited 10 Hour Shifts!!

10:00 am – 8:00pm EST Wednesday to Saturday

10:00 am – 8:00pm EST Sunday to Wednesday

6:00 am – 4:00pm EST Wednesday to Saturday

Shift Times may Be Subject to Change Based Upon Contractual and Operational Needs.

Current Training Schedule is 10a-6:30p EST Monday-Friday regardless of hired shift, held for 3 weeks with an additional 1 week of On-the-Job Trainings and Supported Shifts.

All Trainings must be attended in Full.

SUMMARY STATEMENT OF POSITION:

Crisis Worker’s provide emotional support to persons and families who are in crisis via the telephone, text message or online chat. The Full-Time Crisis Worker will be scheduled 40 hours per week.

PRIMARY DUTIES:

Respond to crisis contacts (phone): greeting clients, using active listening, and establishing rapport by being accepting, empathetic, objective, non-judgmental, non-directive, and responsive to the feelings of the callers or texter.

Explore the person in Crisis’ experiences and feelings using feeling oriented, responsive language; following established protocols; identifying warning signs; and assessing the degree of safety and risk.

Provide confidential contacts and ensure that any information shared by the person in crisis is kept confidential.

Provide referrals to appropriate resources; engage 9-1-1 for emergency medical treatment and/or police intervention, using required assessments and policy guidance.

Accurately document crisis contacts interactions in correct contact reports.

Participate in educational opportunities provided by and through HopeLink to stay current on job-related knowledge; a minimum of 5 hours of refresher training post initial 120+-hour training is required.

Complete administrative tasks assigned by the Shift Supervisor.

ESSENTIAL COMPETENCIES:

Adaptability to changes in environment and situations

Strong and effective communication skills, ability to speak clearly and easily understood via the phone and online

Dependability with attendance and punctuality guidelines

Interpersonal relationship skills by maintaining confidentiality and dignity of self and others

Professionalism by following through with commitments and treating others with respect

Teamwork and contributes to building a positive team, gives and welcomes feedback

QUALIFICATIONS:

Must have successfully completed mandatory 120+-hour HopeLink Crisis Services Crisis Worker Training.

Computer experience and proficient typing skills.

Ability to remain alert on scheduled shifts; experience working swing shifts preferred for overnight positions.

Demonstrated knowledge and ability to make sound decisions under pressure.

Understanding of confidentiality and privacy issues within a crisis center program.

High degree of empathy toward the people we serve and demonstrated knowledge of distress tolerance and coping skills.

PERFORMANCE EXPECTATIONS:

Respond to crisis contacts in a professional manner following established protocols.

Maintain the confidentiality and privacy of information provided by persons in crisis.

Respond to clients in way that is accepting, empathetic, objective, non-judgmental, non-directive and responsive to the feelings of callers.

Adhere to the assigned shift schedule and follow program procedures when requesting coverage for an assigned shift.

Complete contact reports for each interaction by the end of each contact.

Attend and participate in scheduled staff meetings and supervision.

Fulfill the required minimum of at least 5 hours of refresher training post initial 120+-hour training.

What We Offer:

• Comprehensive Benefits: Including Medical, Dental, Vision, FSA
• 13 Paid Holidays
• Employee Life Insurance, AD&D, LTD, STD
• PTO and sick time; including Birthday Time Off (Up to two (2) hours of leave the week prior to, week of, or week after birthday)
• 403 b with Employer Matching
• Hybrid Work Environment
• Tuition Reimbursement

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

‘Where Hope Meets Help.

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://hopelink.applicantpro.com/jobs/3721150-888214.html