VideoPhone Hotline Specialist - American Sign Language

Community Crisis Services • Hyattsville, MD

1d • Hybrid

About The Position

Community Crisis Services, Inc. seeks VideoPhone Hotline Specialists who speak American Sign Language to staff our 24/7 hotline serving callers in need from Prince George’s County, the state of Maryland, and across the nation. Specialists provide short-term crisis intervention counseling, assessment services, information, and referral to Deaf/Hard of Hearing callers in a non-judgmental manner. Provides referrals and completes all paperwork. Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and 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 and be able to attend in-person training.

Requirements

• Must be FLUENT in American Sign Language (There will be an assessment of ASL Level)
• Successful completion of Initial Crisis Intervention Training
• Completes ASIST Training
• 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 private workspace
• Successful completion of Initial Crisis Intervention Training
• Completes Applied Suicide Intervention Skills Training (ASIST), Assessing Suicide in Kids (ASK) and Mental Health First Aid (MHFA) Training within 6 months of employment
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
• Knowledge of principles and processes for providing customer service
• Ability to communicate information
• Ability to work with diverse staff and client population
• Ability to multitask and stay calm in a stressful environment

Nice To Haves

• Staff must reside in either the District of Columbia, Maryland or Virginia and be able to attend in-person training.

Responsibilities

• Provide effective communication on 988 Videophone
• 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
• Multi-task between call routing and video-based technology
• Completes clerical work as needed
• Communicates problems to supervisors when necessary
• Abides by all hotline policies and procedures, has good communication skills, shows empathy to all callers/clients
• Maintains confidentiality of callers and agency
• Provide counseling, information and referrals to callers
• Attend in-services and meetings as scheduled
• Does not leave the videophone unattended under any circumstances during shift (leaving the work location)
• Works holidays as needed and 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
• Assist in promotional events for the 988 Videophone as they happen.
• 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

Benefits

• Health & Vision Insurance (FT Status)
• Dental Insurance (FT Status)
• Life & Disability Insurance (FT Status)
• 401(k) Retirement Services
• Employee Assistance Program
• Flexible Spending Account
• Holiday Premium Pay
• Paid Time Off
• Referral Program
• Perks at Work

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED