Qureos Mentor

HEARTLINE

<div>Description:

MUST RESIDE IN OKLAHOMA
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. All client and resource information will be recorded accurately in the appropriate contact center database. To be considered for this role, applicants must reside in Oklahoma.
JOB RESPONSIBILITIES:<ul><li>
Responds to crisis chats/texts and provide emotional support, assessment, crisis intervention, and treatment/support referrals to individuals in a consistent and non-judgmental manner.</li><li>
Consistently and accurately assess each chat/texter for suicide risk following assessment protocols and practices; provide adequate and relevant safety/action planning for each contact.</li><li>
Offer and provide follow-up services to individuals at risk of suicide, suicide loss survivors, or third-party contacts.</li><li>
Gather information about the circumstances that precipitated the call and the caller&rsquo;s specific needs for assistance.</li><li>
Serve as a mandated reporter in cases of suspected abuse.</li><li>
Follow through on imminent risk assessments to assure emergency contact is made and confirm outcomes or re-engage as instructed using the ASIST model.</li><li>
Maintain confidentiality of all contacts adhering to HeartLine&rsquo;s policies and procedures.</li><li>
Complete required HeartLine paperwork, including the recording of all calls in the resource database accordingly.</li><li>
Utilize supervisory consultation for guidance, support, or debriefing as needed.</li><li>
Attend in-services and continuing education events to improve skills and be alerted to changes in policies or procedures.</li><li>
Actively participate in HeartLine&rsquo;s community disaster/emergency response plan.</li><li>
Other duties as assigned.</li></ul>
Requirements:

Education: High school diploma or GED is required. A bachelor&rsquo;s degree in social work, sociology, or a related field is preferred.
Experience: 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.
REQUIRED SKILLS AND ABILITIES:<ul><li>
Ability to assess client needs effectively and demonstrate sensitivity to their concerns.</li><li>
Strong verbal and written communication skills.</li><li>
Proficient in Microsoft Office (Outlook required).</li><li>
Experience with client management databases; relational database experience (e.g., Access) is a plus.</li><li>
Self-starter with strong time management skills.</li><li>
Able to thrive in a fast-paced contact center environment.</li><li>
Familiarity with health and human services is highly desirable.</li><li>
Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.</li></ul>
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.
The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.
Contents may be subject to change to meet the needs of the organization.</div>

211 Call Specialist - Part Time

<div>Description:

MUST RESIDE IN OKLAHOMA
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. All client and resource information will be recorded accurately in the appropriate contact center database.
JOB RESPONSIBILITIES:<ul><li>
Answer phone calls with an appropriate tone of voice, providing a caring and supportive voice.</li><li>
Answer chats, and texts using correct spelling grammar, and professional language, paying close attention to the inclusion of feeling reflections.</li><li>
Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.</li><li>
Identify and reflect the feelings of all contacts.</li><li>
Identify line of business and log accordingly.</li><li>
Assess contact&rsquo;s needs or situation using pertinent questions and follow protocol.</li><li>
Provide appropriate screenings for specialized programs or appointment setting.</li><li>
Advocate for clients when appropriate.</li><li>
Complete assessments for clients in high-risk situations.</li><li>
Access 2-1-1 database for resources and appropriately refer contacts.</li><li>
Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.</li><li>
Maintain accurate data collection on all contacts in the appropriate database.</li><li>
Maintain acceptable level of contact handling and customer service performance as described by 2-1-1 training standards including handling multiple chats, texts and emails simultaneously.</li><li>
Complete all training for new programs and services related to 2-1-1 and providing feedback as needed.</li><li>
Actively participate with the team as needed.</li><li>
Ability to work alternative schedules.</li><li>
Perform other duties as assigned including, but not limited to, working alternative shifts and/or schedules.</li><li>
Ability to handle and manage stress due to scope and type of calls/texts that may be received.</li></ul>
Requirements:
<ul><li>High school diploma/GED requiredBachelor&rsquo;s degree in social work, sociology or related field preferred.</li><li>
One-year experience in contact center, crisis hotline or information and referral service preferred.</li><li>
Equivalent combination of education and experience will be considered</li><li>
Bilingual in English and Spanish preferred.</li></ul>
REQUIRED SKILLS AND ABILITIES:<ul><li>
Ability to effectively assess client needs and show sensitivity to issues presented by contacts.</li><li>
Excellent communication skills</li><li>
Excellent computer literacy</li><li>
Self-starter</li><li>
Effective time management</li><li>
Ability to work in a high paced contact center.</li><li>
Ability to work in multiple client management databases.</li><li>
Proficiency in Microsoft Office products such as Outlook, required.</li><li>
Access or other relational database experience, helpful.</li><li>
Demonstrated knowledge of health and human services desired.</li><li>
AIRS or AAS certification preferred. Must achieve AIRS or CRS certification within 3 years of becoming eligible.</li><li>
Physically able to lift 20 pounds, bend/stoop</li><li>
Sit for long periods of time and talk on the telephone</li></ul></div>

211 Call Specialist

<div>Description:

HeartLine provides 24/7 support to individuals and families, with a primary focus on de-escalating crisis situations presented through phone, text, and chat services. Situations may include relationship struggles, parenting challenges, child abuse concerns, anxiety, depression, suicidal thoughts, or suicide attempts in progress.
The Bilingual Crisis Contact Specialist is responsible for providing crisis intervention and support across multiple communication channels, which may include phone, text, and chat. Bilingual Crisis Contact Specialists assess help-seeker needs, conduct risk and safety assessments, provide emotional support, offer information and referrals to appropriate services, assist with advocacy when needed, and complete follow-up contacts as assigned to ensure individuals receive the support and resources they need. All interactions are handled in accordance with HeartLine policies and national program standards, ensuring timely intervention, appropriate documentation, and high-quality crisis support.
This role may support multiple programs, including the 988 NBU Suicide &amp; Crisis Lifeline and the Disaster Distress Helpline, depending on operational needs. To be considered for this role, applicants must reside in Oklahoma.
JOB RESPONSIBILITIES:<ul><li>
Respond to crisis chats and texts, and provide crisis call support when assigned to programs that require phone services (e.g., Disaster Distress Helpline), delivering emotional support, crisis intervention, assessment, and appropriate referrals in a consistent and non-judgmental manner.</li><li>
Conduct suicide risk assessments using established protocols and develop appropriate safety/action plans for each contact.</li><li>
Gather demographic and situational information to understand the help-seeker&rsquo;s needs and determine appropriate resources and support.</li><li>
Provide information, referrals, and advocacy support to connect individuals with appropriate community services.</li><li>
Offer and complete follow-up services for individuals at risk of suicide, suicide loss survivors, or third-party contacts as assigned.</li><li>
Serve as a mandated reporter in cases of suspected abuse or neglect in accordance with state law and organizational policy.</li><li>
Respond to imminent risk situations, ensuring emergency services are contacted when necessary and confirming outcomes using approved intervention models.</li><li>
Maintain confidentiality of all contacts and complete required documentation and data entry in accordance with HeartLine policies and funder requirements.</li><li>
Utilize supervisory consultation for guidance, support, or debriefing and participate in required trainings and continuing education.</li><li>
Maintain required performance and quality standards, including abandonment rate, Quality Improvement scores, and completion of required trainings.</li><li>
Other duties as assigned</li></ul>
Requirements:

Education: High school diploma or GED required. Bachelor&rsquo;s degree preferred.
Experience: Bilingual in English and Spanish required. Experience in mental health, crisis intervention, counseling, psychology, a loss survivor, working with youth or LGBTQA, or community non-profit a plus.
REQUIRED SKILLS AND ABILITIES:<ul><li>
Fluent in spoken, written, and reading communication in English and Spanish.</li><li>
Ability to work independently with confidence while also collaborating effectively as part of a professional team.</li><li>
Excellent communication, computer literacy, time management, attention to detail, and multitasking skills.</li><li>
Demonstrates a compassionate, empathetic, and nonjudgmental approach when assisting individuals with diverse and complex needs.</li><li>
Ability to handle and manage stress due to the scope and type of crisis contacts received.</li><li>
Reliable and flexible, with willingness to work a variety of shifts including days, evenings, overnights, weekends, and holidays, with schedules adjusted as needed to meet coverage requirements.</li><li>
Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop.</li></ul>
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.
The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.
Contents may be subject to change to meet the needs of the organization.</div>

Bilingual Crisis Contact Specialist

Join HEARTLINE and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

HEARTLINE

About Company

211 Call Specialist - Part Time

211 Call Specialist

Bilingual Crisis Contact Specialist