Information & Referral Specialist (Part-Time & Full-Time)

Community Crisis Services•Hyattsville, MD

45d•Hybrid

About The Position

Community Crisis Services, Inc. seeks Information & Referral Specialists to staff our hotline serving callers in need from Prince George’s County, the state of Maryland, and across the nation. Specialists provide assessment of client needs, screen for program eligibility, provide crisis support, and track outcomes to ensure clients receive the necessary support in a non-judgmental manner. Provides referral and completes all paperwork including intake forms and statistics forms. Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and the utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. The position has the potential to be mostly performed remotely, as this is a hybrid position. Staff must reside in either the District of Columbia, Maryland or Virginia. Candidates must be able to participate in and complete mandatory in-person orientation and training during the first 6 weeks of employment.

Requirements

Successful completion of Initial Crisis Intervention Training
Completes safeTALK, ASK, and Mental Health First Aid
Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member
Successful use of Language Line and TTD services
High School Diploma/GED
Must have a computer/laptop, high-speed internet and a quiet workspace
Demonstrates maturity and empathy, consistently providing attentive, courteous, and informative service.
Demonstrates exceptionally strong written and verbal communication skills.
Excellent oral and written communication skills in English to convey information and ideas effectively.
Gives full attention to others, asks appropriate questions, and actively listens to ensure understanding.
Maintains a positive outlook, rebounds quickly from frustrations, and keeps a friendly demeanor in stressful situations.
Confidently works independently while effectively collaborating as part of a professional team.
Demonstrates a systematic approach to tasks and assignments.
Possesses strong analytical and problem-solving skills, identifying and addressing issues by following proper procedures.
Reliable and punctual, with a strong ability to adhere to schedules based on call center needs.
Consistently follows call center program policies and procedures.
Proficient in using technology, including telephones, computers (PC), laptops, software, and email.
Manages multiple tasks simultaneously, maintaining accuracy and composure in distracting and urgent situations.

Responsibilities

Thoroughly and accurately complete statistics sheet on each call.
Completes homeless forms, protective services forms, suicide forms, regular caller forms etc. when required
Keeps updated by reading the communication log and other data available
Completes clerical work as needed
Communicates problems to supervisors when necessary
Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
Maintains confidentiality of callers and agency
Provides counseling, information and referrals to callers
Attend in-services and meetings as scheduled
Does not leave the phones unattended under any circumstances (leaving the building)
Contact supervisors in case of emergency
Maintains work station
Works holidays as needed, assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel
Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI