Job description

CHAT LINE COUNSELOR - Full Time (Various)

988/Suicide Hotline

Salary - $17.69/Hour - For 3am-12pm (Day Shift) OR $18.69/Hour - For 8pm-4:30am (Overnight Shift)

POSITION SUMMARY: The Chat Line Counselor provides chat-based support, information, referrals, crisis counseling as well as suicide intervention to chatters upon completion of a thorough risk assessment and identification of most presenting needs. This position is part of the Jewish Community Services (JCS) 211 crisis
Contact Center which is staffed by caring professionals with a passion for helping others. Our Contact Center also provides online emotional support through text and chat. This position performs work of a specialized, confidential nature on matters that impact clients, counselors and contract compliance.

Responsibilities include the following, and other duties may be assigned:

• Provides Lifeline Chat crisis counseling as well as suicide intervention services to chatters experiencing crisis situations.
• Screens, assesses and provide telephonic crisis intervention/de-escalation to assist in identifying concerns and will collaboratively determine an immediate course of action.
• Provides appropriate information and referrals to social service agencies for chatters contacting the Lifeline Chat.

• Ensures data is accurately entered into the Counselor Report in a timely manner.
• Participates in trainings, seminars, workshops and in-services related to program and professional development.
• Maintains an effective working relationship with colleagues through the use of appropriate interpersonal and communication skills.
• Consistently adheres to assigned schedule and demonstrates flexibility in regards to Lifeline Chat coverage needs.
• Provides outstanding customer service to chatters & accurately documents all chat information into Counselor Report.

• Adheres to confidentiality policies and procedures as well as HIPAA regulations.
• Maintains 2 chats per 30 minutes with a wide variety of chatters experiencing crisis situations including children, adults with disabilities, and seniors.
• Ability to multi-task while taking chats including dispatching to emergency services and reporting abuse cases to Abuse hotlines.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Social Work or Human Service field. Equivalent experience and demonstrated skill in social services may be considered.
• Two years’ experience in providing information and referral services preferred.
• One or more years in crisis counseling or clinical work, preferred.
• Strong interpersonal skills.
• Ability to communicate information calmly and effectively in emergency or high stress situations.
• Ability to work effectively and with sensitivity with culturally diverse populations.
• Skilled in managing multiple tasks.
• Skilled in the use of personal computers and related software applications to include Microsoft Office, email and intranet.
• Bilingual (French, Creole or Spanish) preferred but not required.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

Status – Full-Time/Non-Exempt

988, Suicide Prevention, Lifeline

Job Type: Full-time

Pay: $17.69 - $18.69 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Weekend availability

Language:

• English (Preferred)
• Spanish (Preferred)

Work Location: One location

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