211 Call Specialist @HeartLine Inc
Customer Service
Salary usd 13 - 14 per..
Remote Location
🇺🇸 USA Only
Job Type part-time
Posted 4wks ago

[Hiring] 211 Call Specialist @HeartLine Inc

4wks ago - HeartLine Inc is hiring a remote 211 Call Specialist. 💸 Salary: usd 13 - 14 per hour 📍Location: USA

Role Description

This position is remote upon completion of initial training period which has some onsite mandatory training.

  • 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.
  • Record all client and resource information accurately in the appropriate contact center database.
  • Respond to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.
  • 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.

Qualifications

  • High school diploma or GED is required.
  • Bachelor’s degree in social work, sociology, or a related field is preferred.
  • 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.

Requirements

  • 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.
  • Flexible scheduled work week. Some evenings/weekend work required.
Before You Apply
🇺🇸 Be aware of the location restriction for this remote position: USA Only
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
211 Call Specialist @HeartLine Inc
Customer Service
Salary usd 13 - 14 per..
Remote Location
🇺🇸 USA Only
Job Type part-time
Posted 4wks ago
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
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Unlock 152,720 Remote Jobs
🇺🇸 Be aware of the location restriction for this remote position: USA Only
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
Offer Declined
Unlock 152,720 Remote Jobs
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