Remote Crisis Contact Center Specialist

Company Statement

VIA LINK is a 501(c)3 nonprofit organization that provides a range of services to the people of Louisiana. We provide emotional support to those in crisis, help people connect with critical services, give suicide intervention, offer referrals to community resources and more. These services are provided over phone, text, and online chat services 24/7, 365 days a year. VIA LINK VIDEO LINK

Overview

VIA LINK is looking for Full-Time Remote Contact Center Specialists. Part-Time employment may be considered, but the Candidate must be able to attend our full time training schedule (7 consecutive weeks of training working 32-40 hours a week). Training is set to start April 27th and end June 13th.

We are hiring for both full-time and part-time positions to support our 24/7, 365 contact center operations. Available shifts include weekday evenings (Monday–Friday, 3:00 PM–11:00 PM CT), overnight shifts (11:00 PM–7:00 AM CT), and weekends (7:00 AM–3:00 PM CT, 3:00 PM–11:00 PM CT, and 11:00 PM–7:00 AM CT).

Common shifts are typically 6 to 8 hours and vary between phone or text/chat shifts. You will work a set and consistent schedule after the full time training. Scheduling options will be provided to you at the assessment stage of the interview process. Full time staff members are scheduled for a minimum of 32 hours per week and part time staff are scheduled for no more than 30 hours a week.

***Weekday and weekend availability REQUIRED. Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work during natural disasters affecting the state of Louisiana, and on occasional holidays, as part of a team rotation. Specialists will receive extensive training in crisis counseling, informationreferral, and suicide prevention. Specialists will be trained to answer inquiries via phone, text and chat.

Contact Center Specialists provide callers with free, confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy. The PRIMARY DUTIES of a Contact Center Specialist include:

• Understanding and following all established procedures and recognized best practices;
• Employing active listening techniques to assist callers in de-escalating from mental health issues/concerns;
• Providing appropriate response to caller needs by following the VIA LINK crisis intervention model;
• Providing critical resources and support to individuals in crisis;
• Following all VIA LINK contact center procedures and personnel policies;
• Accurately completing call reports and contact documentation at the end of each call and shift;
• Working occasional holidays and unscheduled hours as needed;
• Working effectively as part of a team;
• Actively participating in required trainings in order to support individual professional development and the integrity of agency programs;
• Protecting confidentiality of agency location, software, records, etc.;
• Troubleshooting minor tech issues, as this is a remote, computer-based position.

Qualifications:

Minimum 6 months related experience preferred. Prior Social Service experience preferred. Contact Center Specialists are required to interact with a broad range of callers. Therefore, the following skills and proficiencies are also essential requirements of the position:

• Ability to maintain regularly scheduled full time shifts, either night shift, day shift, or a combination of the two.
• Reliable laptop/computer with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via web-based video conferencing). Upon completion of training, staffed Specialists will be issued an agency laptop for continued work.
• Have a private and confidential space to conduct work.
• Excellent computer skills, including the ability to complete and submit online reports, use multiple forms of digital communication, and utilize internal search databases.
• Excellent verbal and written communication, including the ability to effectively communicate with callers, co-workers, and supervisors.
• Excellent interpersonal skills, ability to empathize with others and maintain a non-judgmental attitude.
• Must be able to work under pressure and meet deadlines, while maintaining a growth-oriented attitude and provide exemplary support to callers.
• Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and employ standard best practices.
• Collaborate well with others.

Preferred Qualifications:

• Bilingual: Spanish or Vietnamese
• Bachelor's or Master's degree in a human service field
• Familiarity with Gmail and Google Drive

Hourly Pay Rate: $17.25 (an extra $2 per hour added to those that work overnight hours from 11pm-7am CT).

Training: Incoming Specialists will be required to complete a two month introductory training period. Candidates are required to attend all training shifts over the course of 7 consecutive weeks, working 32-40 hours a week while in training. A complete training schedule will be provided to qualifying candidates.

EEO Disclaimer

VIA LINK is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.