Friendship Line Bilingual Counselor (Vietnamese)

Institute on Aging•San Francisco, CA

1d•Hybrid

About The Position

IOA is at the forefront of revolutionary healthcare models, aiming to reshape how people age in place. The organization develops innovative models to transform lives, enhance communities, and reduce healthcare system costs, consistently questioning the status quo to create new ways to support aging adults and adults with disabilities in maintaining their quality of life. With over 23 programs, IOA helps seniors maintain health, well-being, independence, and community participation. The Friendship Line Department (FL) is seeking a Full-Time Counselor. This position can be remote in California but requires occasional appearances at the San Francisco HQ for training or other necessary reasons. The primary weekly schedule is Tuesday through Saturday, 7am-3:30pm, though shifts can include day, evening, and overnight, including weekends. The FL Counselor handles inbound and outbound calls, providing emotional support, reassurance, counseling, crisis intervention, abuse prevention, well-being checks, and information and referrals for older adults over the phone. Counselors collaborate with Supervisors, Manager, Program Coordinator, and Director to ensure proper data collection and adequate shift coverage.

Requirements

Prior or current college coursework in Human Services, Social Work, or other health-related field, including Gerontology, Psychology, or Health Sciences
Bilingual fluency in either Spanish or Vietnamese in addition to English
High speed Internet connection (such as cable or DSL) with WiFi
Personal computer with Webcam (PC: Windows 7 SP1 or later, or Mac OS 10.11 or later)
Personal mobile device (Apple iOS 8.3 or newer, or Android 4.2 and newer

Nice To Haves

Bachelor’s Degree or higher in Human Services, Social Work, Gerontology, Psychology, Health Sciences, or another health-related field
One-year prior work experience with hotlines and/or call centers
Prior/current experience as a volunteer or paid staff member in human services
Excellent organizational, interpersonal, and verbal communication skills
Strong detail-orientation, ability to multi-task and good problem-solving skills
MS Office Suite proficiency (Word, Excel, Outlook)
Flexibility and patience to work in a busy team environment
Ability to take direction and refer issues beyond scope of duties to FL Manager
Experience learning and using online database
Experience working with senior adults
Excellent telephone skills

Responsibilities

Completing six-month assessments for all clients including PHQ-9, UCLA Loneliness, MOS Social Support, and Suicide Risk Assessment
Assuring all calls coming into the call center are answered in 60 seconds or less
Providing referrals and information to callers as needed
Entering 100% of caller information into FL database in real time
Completing new client intakes as requested
Attending relevant training offered by Friendship Line trainers and IOA
Meeting weekly with FL team for staff meetings and with FL Manager for support and supervision
Assisting with scheduling volunteers for phone shifts as needed
Providing support and assistance to volunteers as needed
Contacting FL Supervisor for call-center support if needed
Performing all other reasonably related tasks as assigned