[Hiring] LGBTQ Hotline Specialist @La Frontera Center Inc.

Role Description

The Specialist for the LGBTQIA Call Center will support callers who call our suicide hotline by providing crisis phone interventions. Additionally, you will use your experience to recommend the appropriate referrals for available services. Must be an Arizona resident.

• Answer all phone lines in a timely and professional manner while meeting agency goals of efficiency and customer satisfaction.
• Effectively assess clinical situations and needs of all callers.
• Provide safe and effective clinical interventions to all callers.
• Complete clinical documentation thoroughly, clearly, and accurately, including information critical to data collection and reporting to funders.
• Forward internal referrals to the appropriate program(s) with all required information on time.
• Work collaboratively with internal and external clients/customers.
• Maintain a positive attitude and flexibility to assist others.
• Monitor call-in times for clients placed on a 72-Hour Suicide Watch or Safety Follow-Up.
• Will be required to work beyond his/her shift with no warning if the crisis warrants or if required paperwork is not complete at the end of the shift.
• Attend all required meetings and training, even if they fall outside of the regularly scheduled shift. Evening and night hours may be required.
• Assist the hotline clinical coordinator in training new staff.
• Before using downtime for personal business, staff will be required to ensure all program forms are stocked, the hotline area is clean and organized, required reading is completed, and to complete any project to benefit Crisis and/or other departments within the agency as required by a supervisor.
• Attend in-person meetings, training, and agency activities and events outside of regularly scheduled work hours upon request.

Qualifications

• Excellent oral and written communication skills.
• Clear and effective communication.
• Strong customer service.
• Strong problem-solving and analytical skills.
• Ability to document detailed information.
• Ability to multitask.
• Demonstrated ability to remain calm in crisis situations, work independently and cooperatively, recognize personal limitations, and relate positively and with empathy to all persons regardless of age, race, creed, gender, or sexual orientation.
• Maintain professional conduct consistent with ethical professional practice and the policies and procedures of the agency.
• Maintain a professional demeanor while working remotely (from home) and positive working relationships with internal and external team members, stakeholders, and community and business partners.

Requirements

• Bachelor’s Degree in Counseling, Social Work, or related field required.
• Minimum of 3 years of experience in the behavioral health field.
• Crisis Experience preferred.
• Supervisory experience preferred.
• Program Development preferred.

Benefits

• Generous PTO
• 10 paid holidays per year
• Medical plans (4 choices)
• Dental plans (2 choices)
• Vision plans (2 choices)
• 403(b) retirement plan
• Retirement Allowance
• Company-paid Life/AD&D and Long Term Disability
• Voluntary additional Life and Short-term Disability
• Tuition Reimbursement
• Elder Care Assistance
• Pet Insurance and much more!