[Hiring] Heart Line Relatable Responder @The Children's Village

Role Description

The Heartline is a statewide warmline call center service for young adults impacted by the child welfare system of NYS. The goal of the program is to offer youth in both congregate and community placements direct access to ‘lived expert’ peers who can listen through relatable connections and refer to community-based resources.

The Heartline Relatable Responder will be responsible for:

• Empathetically guiding, supporting, empowering, and actively listening to young adult callers.
• Offering compassionate resource connections.
• Operating within a team model.
• Answering incoming calls and engaging in 1:1 caller interactions.
• Navigating resources and documenting structured data.
• Participating in teambuilding activities.
• Presenting to stakeholders on program performance.
• Networking with statewide agencies to promote the launch of The Heartline program.

The Relatable Responder will perform job duties remotely with high levels of communication with fellow Relatable Responders and the Program Supervisor. Candidates must have personal and/or professional experience supporting youth impacted by the juvenile justice system.

Qualifications

• First-hand lived experience in the juvenile justice system.
• Understanding of the challenges youth experience navigating the justice system.
• Empathetic, patient, and validating phone etiquette skills.
• Strong program initiative, creativity, and compassion while supporting callers.
• Strong computer literacy skills.
• Experience in group work facilitation, peer support, and/or tele-support services.
• Strong documentation collection skills.
• Understanding of the causes and concerns that child welfare impacted youth in NYS experience.
• Understanding of the complex issues facing Black and Latino adolescents.
• Ability to work effectively as a representative for the organization, team member, and independently through public presentations and program assignments.
• Ability to establish and maintain effective relationships with callers, staff, and stakeholders.
• Ability to effectively use a multi-cultural approach in working with youth of different backgrounds and experiences.
• Excellent oral and written communication skills.
• Strong integrity and empathetic care while providing healing-based services.

Company Description

The Children’s Village does not discriminate against any employee, prospective employee or contractor because of race, color, religion, sex, sexual orientation, gender identity, gender expression, creed, age, national origin, citizenship status, physical or mental disability, marital status, veteran status, genetic predisposition, domestic violence victim status, criminal conviction history or any other protected classification under federal, state or local law.