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Friendship Line Bilingual Counselor (Vietnamese)

Institute on Aging•San Francisco, CA
•Hybrid
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About The Position

IOA is a leading organization in revolutionary healthcare models, dedicated to helping people age in place. The Friendship Line Department is seeking a Full-Time Counselor. This position involves receiving inbound and making outbound calls to provide emotional support, reassurance, counseling, crisis intervention, abuse prevention, well-being checks, and information and referrals for older adults. Counselors are also responsible for collaborating with Supervisors, Manager, Program Coordinator, and Director to ensure proper data collection and adequate shift coverage. The role may be remote in California but requires occasional appearances at the HQ in San Francisco for training or other required reasons.

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

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What This Job Offers

Job Type

Full-time

Career Level

Entry Level

Education Level

Associate degree

Number of Employees

101-250 employees

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