Client Access and Helpline Counselor

JEWISH COMMUNITY SERVICES OF SOUTH FLORIDA INC•Miami, FL

3d•$26 - $26•Onsite

About The Position

The Client Access & Helpline Counselor serves as a central entry point into services at JCS, integrating intake, information and referral, helpline support, and on-site coordination to ensure a seamless continuum of care. This role bridges the Access and 211 Contact Center functions, supporting individuals and families with needs such as emotional distress, counseling, food insecurity, financial assistance, and other social services. This position improves efficiency, expands access, and ensures consistent coverage while promoting a coordinated, client-centered approach. The Counselor engages a diverse population, including members of the Jewish and Orthodox communities as well as broader and underserved populations such as immigrants, older adults, and other vulnerable groups. This role requires strong empathy, cultural sensitivity, and the ability to support individuals during times of stress or uncertainty. The Counselor must demonstrate effective de-escalation, emotional support, and triage skills, and works collaboratively with and is supportive of both Access and 211 teams. All full-time employees are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah, and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, full-time employees help set the standard for involvement and demonstrate our commitment to these meaningful traditions.

Requirements

Bachelor’s degree in Social Work, Psychology, Human Services, or related field, required
Minimum 2–3 years of relevant experience assessing client needs and referring to appropriate resources and services
Bilingual English/Spanish, required
Strong communication, organizational, and interpersonal skills
Ability to work with diverse and vulnerable populations
Demonstrated cultural sensitivity and empathy
Proficiency in Microsoft Office Suite and data

Nice To Haves

Experience in intake, call center operations, or behavioral health settings, preferred
Knowledge of community resources with familiarity/sensitivity of the Jewish/Orthodox Communities

Responsibilities

Serve as a primary point of entry for individuals and families seeking services
Conduct intake assessments using trauma-informed approaches
Identify needs across behavioral health, financial, food, housing, and social services
Provide referrals and connect clients to internal and external resources
Maintain accurate and timely documentation
Respond to 211 calls providing information and resource navigation
Assess caller needs and determine appropriate next steps
Utilize de-escalation skills for individuals in distress
Triage callers to appropriate crisis services when necessary (non-988)
Document all interactions in compliance with standards
Bridge Access and Contact Center functions to ensure continuity
Support internal handoffs and follow-ups
Maintain knowledge of programs and community resources
Ensure a coordinated, client-centered experience
Ensure staff are not working alone during evening clinical hours, supporting safe operations and enabling scheduling of evening client appointments
Greet and check in clients and coordinate with clinicians
Maintain a safe and professional environment
Collaborate with security staff for safety procedures
Maintain confidentiality and compliance with HIPAA and agency policies
Answer multi-line phones and support call routing across Access and 211
Support data collection efforts, including client surveys and program tracking
Provide general administrative support to Access and Contact Center teams as needed