Crisis Hotline Call Center Specialist

OhioGuidestone•Napoleon, OH

2d•Onsite

About The Position

OhioGuidestone is seeking a part-time Call Center Specialist for its Crisis Care and Counseling Center Hotline in Napoleon, OH. This is a 24-hour, 7-day-a-week facility that provides crisis interventions, information, and referral services. The specialist will address all contacts, provide assistance, share observations, offer suggestions, and raise questions to serve each contact appropriately. This is an on-site position with potential for additional hours.

Requirements

Ability to learn and utilize the agency’s Electronic Health Record database and other electronic tools effectively and efficiently within 90 days of hire.
Demonstrate a current knowledge of mental health practices.
Demonstrate excellent interpersonal and customer service skills.
Demonstrate a knowledge of community resources and partnerships available for persons served.
Demonstrate the ability to effectively function as an OhioGuidestone team member.
Demonstrate the ability to effectively manage multiple tasks concurrently.
Possess and demonstrate effective organizational skills.
Demonstrate the ability to customarily and regularly exercise discretion and good professional judgment.
Ability to lift up to 25 pounds.
Ability to sit or stand for long periods of time.
Ability to perform job responsibilities in facilities with multiple levels and without elevator or mechanical transportation.
Ability to operate a computer and keyboard.

Nice To Haves

One year of experience in a human service-related setting preferred.
Experience working in a call center seen favorably.
Experience with the chronically or mentally ill, or those with SUD disorders.
Associates degree in a health-related field preferred.

Responsibilities

Address all contacts made to the Crisis Care and Counseling Center Hotline.
Provide assistance and actively share observations, offer suggestions and raise questions to appropriately serve each contact.
Exhibit excellent written and verbal communication with all staff, clients and contacts.
Demonstrate the ability to advocate for positive quality care for callers.
Provide positive reinforcement and confront inappropriate behavior.
Complete documentation of pertinent facts about physical/emotional behavior reported by callers in a timely manner and in compliance with agency standards.
Manage volumes effectively.
Answer all calls and aid consumers in determining needs.
Assess caller status to determine appropriate care.
Provide callers with information, referrals or crisis assistance as needed.
Advocate for callers who are unable to do so for themselves.
Respond, as necessary and trained, to effectively de-escalate clients who are at risk of harming themselves and/or others.
Communicate with community programs and providers to aid callers.
Navigate and utilize the call center database.
Create and update caller records per agency requirements.
Abide by expectations of professional conduct, code of ethics, and other practices and procedures.
Maintain confidentiality of clients records in accordance with agency policy and HIPPA laws and regulations.
Follow all agency policies and procedures and consult with supervisor if further clarification is needed.
Perform job duties in a manner that’s friendly, considerate, and aligned with the agency’s Mission, Vision, and Standards of Ethical Conduct.
Organize and plan work for maximum efficiency and effectiveness.
Utilize IT system and software programs in accordance with agency policy.
Utilize time off in a manner consistent with agency policy.
Perform other duties as deemed necessary and appropriate by supervisor.

Benefits

Competitive medical benefits including a low-premium medical plan option for employee or employee + children!
Free CEU trainings
10 paid holidays (some are exchangeable)
Flexible work schedules to support work/life balance
Flexible work opportunities to support varying career paths, job roles, intern to hire, and locations
401(k) with employer match option
Employment Assistance Program (EAP)
Mileage reimbursement
Free licensure supervision
Recognition and rewards