211 Call Specialist - Part Time

HeartLine Inc•Oklahoma City, OK

9h•Hybrid

About The Position

MUST RESIDE IN OKLAHOMA This position is remote upon completion of initial training period which has some onsite mandatory training. Answer inbound crisis and social service referral contacts via phone, text, chat and email in a 24/7 call center setting. Provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals. All client and resource information will be recorded accurately in the appropriate contact center database. To be considered for this role, applicants must reside in Oklahoma.

Requirements

Education: High school diploma or GED is required. A bachelor’s degree in social work, sociology, or a related field is preferred.
Experience: AIRS or AAS certification is preferred. Must obtain AIRS or CRS certification within three years of eligibility. 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. Bilingual in English and Spanish is preferred.
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.
Familiarity with health and human services is highly desirable.
Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.

Nice To Haves

AIRS or AAS certification is preferred.
Bilingual in English and Spanish is preferred.
Familiarity with health and human services is highly desirable.
Experience with client management databases; relational database experience (e.g., Access) is a plus.

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.