211 Call Specialist

Job Description:

Answer inbound crisis and social service referral contacts via phone, text, chat and email in a 24/7 call center setting. Provide individuals with crisis de-escalation, problem solving, brief assessment and appropriate social service referrals. All client and resource information will be recorded accurately in the appropriate contact center database. To be considered for this role, applicants must reside in Oklahoma. 

JOB RESPONSIBILITIES:

• Responds to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
• Consistently and accurately assess each chat/texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each contact.
• Offer and provide follow-up services to individuals at risk of suicide, suicide loss survivors, or third-party contacts.
• Gather information about the circumstances that precipitated the call and the caller’s specific needs for assistance.
• Serve as a mandated reporter in cases of suspected abuse.
• Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes or re-engage as instructed using the ASIST model.
• Maintain confidentiality of all contacts adhering to HeartLine’s policies and procedures.
• Complete required HeartLine paperwork, including the recording of all calls in the resource database accordingly.
• Utilize supervisory consultation for guidance, support, or debriefing as needed.
• Attend in-services and continuing education events to improve skills and be alerted to changes in policies or procedures.
• Actively participate in HeartLine’s community disaster/emergency response plan.
• Other duties as assigned.

Requirements

Education: High school diploma or GED is required. A bachelor’s degree in social work, sociology, or a related field is preferred.

Experience: AIRS or AAS certification is preferred. Must obtain AIRS or CRS certification within three years of eligibility. At least one year of experience in a contact center, crisis hotline, or information and referral service. An equivalent combination of education and experience may also be considered. Bilingual in English and Spanish is preferred.

REQUIRED SKILLS AND ABILITIES:

• Ability to assess client needs effectively and demonstrate sensitivity to their concerns. 
• Strong verbal and written communication skills. 
• Proficient in Microsoft Office (Outlook required). 
• Experience with client management databases; relational database experience (e.g., Access) is a plus. 
• Self-starter with strong time management skills. 
• Able to thrive in a fast-paced contact center environment. 
• Familiarity with health and human services is highly desirable. 
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.  

WORK ENVIRONMENT:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. 

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required. 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. 

Contents may be subject to change to meet the needs of the organization.