Hotline Counselor FT

CHILDHELP • Scottsdale, AZ

3d • $25 - $27 • Hybrid

About The Position

Responsible for providing crisis intervention, education, referral, and resource information, and creating action plans for all help seekers that contact the Childhelp National Abuse Hotline through call, text, or chat, using the evidence- informed practice model. Primary topics include but are not limited to child abuse (physical, emotional, sexual, neglect) family conflict, parenting support, domestic violence, and other related issues such as suicidal ideation, mental health concerns, and support for survivors of abuse. This position is hybrid in the Phoenix area (training will be done onsite at our Headquarters in Scottsdale); may move to onsite before year end.

Requirements

• Bachelor’s degree from four-year College or university in Psychology, Social Work, or related field; or one to two years related experience and/or training; or equivalent combination of education and experience
• Must have minimum one (1) year experience working with family violence and/or child abuse
• Minimum 3 months of experience as a Hotline Counselor I
• Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
• Clear fingerprint background screening through the Department of Justice, FBI, and Child Abuse Index prior to start
• Ability to successfully complete the digital services training program and pass all proficiency tests
• Must meet all job expectations, including successful completion of the counselor assessment, within the first 90 days of employment
• Exceptional verbal, written, and listening communication skills to include communicating clearly, warmly, effectively, tactfully, and patiently to a diverse population
• Excellent counseling skills such as active listening, empathetic listening, asking open-ended questions, demonstrating positive regard, de-escalation, concreteness, and problem-solving facilitation
• Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others
• Strong grammar proficiency using digital services such as call center/hotline text and chat
• Proficient in the use of a PC in a Windows environment; in the use of the Internet and cloud-based technology platforms; and in the use of MS Office Applications such as Outlook, Word, and Excel
• Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying, and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
• Ability to serve all help seekers in a non-judgmental manner
• Ability to work collaboratively as part of a team
• Willingness and ability to embody Childhelp’s core values of Acting with Honor and Character, Being Open and Receptive, Caring About and Relating to Others; Nurturing Diverse Relationships; and Performance Excellence

Nice To Haves

• Master’s degree in counseling, social work, or other related field
• Prior experience in crisis intervention and/or hotline counseling
• Previous experience working on a Text and Chat based platform

Responsibilities

• Provides Counseling Services Via Phone
• Provides appropriate counseling to help each seeker via phone call using the evidence- informed practice model
• Provides undivided attention and warmth to each help seeker regarding issues presented
• Ascertains and understands the immediate presenting issues(s) of help seekers, turning those issues into brief action plans as appropriate
• Provides Counseling Services Via Digital Services
• Provides digital support services (text and live chat) and appropriate counseling using the evidence-informed practice model
• Provides undivided attention and warmth to each help seeker regarding issues presented
• Ascertains and understand the immediate presenting issue(s) of help seeker, turning those issues into brief action plans when necessary
• Documentation & Reporting
• Enters relevant data, accurately and completely into the Hotline database in a timely manner
• Reports information to appropriate authorities, when legally bound to do so
• Quality
• Remains current on all laws, regulations, policies, protocols, and practices surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements and applies knowledge to the work in accordance with quality standards:
• Understands and adheres to confidentiality and anonymity
• Understands and adheres to counseling ethical guidelines and boundaries
• Remains knowledgeable with regard to all Hotline referral sources, including the Hotline national resource database
• Understands the contractual obligations of the hotline and follows protocol and documentation
• Continuous Improvement, Knowledge sharing, and Collaborative Problem Solving
• Attends staff meetings and completes all required trainings
• Interacts with co-workers to best identify effective approaches and interventions for presenting issues
• Participates in assigned work teams, as requested
• Miscellaneous
• Willing to engage in a Reflective Supervision process to give and receive feedback on a regular basis
• Performs other related duties, as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level