[Hiring] HeartLine 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 and answering incoming calls.
• Engaging in 1:1 caller interactions.
• Navigating resources and structured documentation & data collection.
• 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 as well as the Program Supervisor.

Please note; candidate must have personal and/or professional experience supporting the rights and resources for LGBTQ+ young adults.

Qualifications

• First-hand personal and/or professional experience within the LGBTQ+ community.
• Understanding of young people’s experiences navigating safety, services, and supports.
• Empathetic, patient, & validating phone etiquette skills.
• Demonstrated strong program initiative, creativity & compassion while supporting callers.
• Strong computer literacy skills required.
• 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 BIPOC adolescents and their families.
• 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.
• Demonstrated ability to effectively use a multi-cultural approach in working with youth of different backgrounds and experiences.
• Excellent oral and written communication skills.
• Demonstrated 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.