HeartLine Relatable Responder (LGB+/BIPOC Affirming Space Focus)

The Children's Village • Dobbs Ferry, NY

3d • Remote

About The Position

The Heartline is a statewide warmline call center service for young adults impacted by the child welfare system of NYS. The goal of the program is to offer youth in both congregate and community placements direct access to ‘lived expert’ peers who can listen through relatable connections and refer to community-based resources. The Heartline Relatable Responder will be responsible, through lived and professional expertise, to empathetically guide, support, empower, actively listen, and offer compassionate resource connections to the young adult callers of the Heart Line. The Heartline Relatable Responder will operate within a team model and will be responsible for answering incoming calls, 1:1 caller engagement, resource navigation, structured documentation & data collection, teambuilding activity involvement, and present to stakeholders on program performance & network with statewide agencies to promote launch of The Heartline program. The Relatable Responder will perform job duties remotely with high levels of communication with fellow Relatable Responders as well as the Program Supervisor. Please note; candidate must have personal and/or professional experience supporting the rights and resources for LGBTQ+ young adults.

Requirements

• First-hand personal and/or professional experience within the LGBTQ+ community and an understanding of young people’s experiences navigating safety, services and supports.
• Empathetic, patient, & validating phone etiquette skills.
• Demonstrate strong program initiative, creativity & compassion while supporting callers.
• Strong computer literacy skills required.
• Demonstrate experience in group work facilitation, peer support and/or tele-support services.
• Strong documentation collection skills.
• Demonstrate understanding of the causes and concerns that child welfare impacted youth in NYS experience.
• Demonstrate understanding of the complex issues facing BIPOC adolescents and their families.
• Ability to work effectively as a representative for the organization, team member and independently through public presentations and program assignments.
• Ability to establish and maintain effective relationships with callers, staff and stakeholders.
• Demonstrate ability to effectively use a multi-cultural approach in working with youth of different backgrounds and experiences.
• Excellent oral and written communication skills.
• Demonstrate strong integrity and empathetic care while providing healing-based services.

Responsibilities

• Answering incoming calls
• 1:1 caller engagement
• Resource navigation
• Structured documentation & data collection
• Teambuilding activity involvement
• Present to stakeholders on program performance & network with statewide agencies to promote launch of The Heartline program

What This Job Offers

• Education Level: No Education Listed
• Number of Employees: 251-500 employees