211 Call Specialist - Part Time

HeartLine Inc•Oklahoma City, OK

16h•Hybrid

About The Position

This position is remote upon completion of an initial training period, which includes some mandatory onsite training. The role involves answering inbound crisis and social service referral contacts via phone, text, chat, and email in a 24/7 call center setting. The specialist will provide crisis de-escalation, problem-solving, brief assessment, and appropriate social service referrals. All client and resource information must be recorded accurately in the contact center database. Applicants must reside in Oklahoma to be considered for this role.

Requirements

High school diploma or GED is required.
At least one year of experience in a contact center, crisis hotline, or information and referral service.
An equivalent combination of education and experience may also be considered.
Ability to assess client needs effectively and demonstrate sensitivity to their concerns.
Strong verbal and written communication skills.
Proficient in Microsoft Office (Outlook required).
Experience with client management databases; relational database experience (e.g., Access) is a plus.
Self-starter with strong time management skills.
Able to thrive in a fast-paced contact center environment.
Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.
MUST RESIDE IN OKLAHOMA

Nice To Haves

A bachelor’s degree in social work, sociology, or a related field is preferred.
AIRS or AAS certification is preferred.
Bilingual in English and Spanish is preferred.
Familiarity with health and human services is highly desirable.

Responsibilities

Responds to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
Consistently and accurately assess each chat/texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each contact.
Offer and provide follow-up services to individuals at risk of suicide, suicide loss survivors, or third-party contacts.
Gather information about the circumstances that precipitated the call and the caller’s specific needs for assistance.
Serve as a mandated reporter in cases of suspected abuse.
Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes or re-engage as instructed using the ASIST model.
Maintain confidentiality of all contacts adhering to HeartLine’s policies and procedures.
Complete required HeartLine paperwork, including the recording of all calls in the resource database accordingly.
Utilize supervisory consultation for guidance, support, or debriefing as needed.
Attend in-services and continuing education events to improve skills and be alerted to changes in policies or procedures.
Actively participate in HeartLine’s community disaster/emergency response plan.
Other duties as assigned.