Helpline Specialist

Reports to: Supervisor/Quality Assurance Specialist

FLSA: Non-Exempt


Contact Helpline Call Specialist on the phone with someone who called the Listening Line


JOB SUMMARY


CONTACT Helpline is a nonprofit organization that was founded in 1970 with a mission to build a better community one connection at a time and a vision to provide compassionate listening and vital resource referrals 24/7. An Emotional (non-crisis) Listening Line and a Teen Line are two of the organization’s core services. The Emotional Listening Line and Teen Line provide callers with free, confidential, person-centered, active listening and emotional support 24/7/365. Callers can talk in a safe, nonjudgmental environment to a trained volunteer or staff to discuss concerns and issues.


The primary responsibility of Helpline Specialists is to respond to live calls from callers who call the Emotional Listening and Teen lines with sensitivity, empathy, and a non-judgmental approach. The position is a part-time (28 hours per week) remote position with a variable schedule.



DUTIES/RESPONSIBILITIES


Utilize active listening and a person-centered, trauma-informed nonjudgmental approach and other skills learned in the helpline training to provide listening services and when requested, information and referrals in compliance with operating policies and procedures.


Maintain awareness of signs that a caller or others may be at risk such as suicidal or homicidal, child abuse or neglect, and follow protocols to ensure the caller’s safety or that of others.


Maintain documentation of each call according to operating policies and procedures and workflow processes.


Develop and maintain sound working knowledge of emotional listening lines’ operating policies and procedures.


Work in compliance with key performance indicators, metrics, and quality assurance standards and ensure individual performance standards are met.


Assist in ensuring 24/7 coverage by adhering to the established schedule and timeliness for each shift.


Practice self-care, and healthy boundaries for one’s wellness including debriefing challenging calls and situations as needed with the direct supervisor or the on-call supervisor.


Demonstrate inclusivity and objectivity in all interactions and a high standard of professionalism, including a commitment to protecting the privacy and confidentiality of those served by CONTACT Helpline.


Attend and participate in CONTACT Helpline staff meetings and other required meetings and training to continue to hone and sharpen skills including annual refresher training in Crisis Intervention, trauma-informed care, and diversity.


Adhere to all personnel and operating policies and procedures.


Perform other duties as assigned by the direct supervisor and Executive Director.


The job description is not designed to comprehensively list all duties and responsibilities. It is intended to provide an overview of essential/primary functions. Duties and responsibilities may change, or new ones may be assigned at any time with or without notice.



EDUCATION & EXPERIENCE


High School Diploma or GED. (Equivalent experience as a substitute for education is allowed).



KNOWLEDGE, SKILLS & ABILITIES


Excellent written, verbal, and interpersonal communication skills, and be easily understood over the telephone.


Ability to demonstrate empathy, patience, compassion for others, and a genuine desire and willingness to assist others.


Exceptional listening skills.


Intermediate in Microsoft Office suite of programs (Excel, Word, etc.); with strong comfort and familiarity with internet-based programs; demonstrated ability to work with multiple technologies; and ability to learn new technical skills.


Effective organizational skills and attention to detail.


Ability to multitask.


Strong ability to demonstrate an affirmative, accepting approach towards people whose viewpoints, beliefs, and experiences differ from your own.


Understanding of and commitment to confidentiality practices and maintaining personal boundaries.


Demonstrated ability to work independently as well as part of a team.


Ability to effectively interact and communicate with diverse groups.


Must be able to pass a criminal background check.



TRAVEL REQUIREMENTS


Occasional travel is required.



DIRECT REPORTS


None.


 

CONTACT Helpline is an equal opportunity employer. CONTACT Helpline considers applicants for all positions without regard to race, color, religion, national origin, gender, age, marital status, disability, veteran status, sexual orientation, or any other characteristic protected by applicable local, state, or federal law. All hiring decisions are subject to immigration laws pertaining to work authorization requirements.