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Job Details:
Position Name : Crisis Hotline Specialist
Location: Hyattsville, MD 20781
Job ID : d484ea9b6b92eef2
Description : Community Crisis Services, Inc. seeks Hotline Specialists to staff our 24/7 hotline serving callers in need from Prince George’s County, the state of Maryland, and across the nation. Hotline Specialists serve those needing access to homeless shelters, information about health and human service agencies, support in times of emotional distress, or even help staying safe through thoughts of suicide. Through contracts with several government and non-profit agencies, CCSI’s hotline program provides a variety of services.
Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. Position has the potential to be performed remotely. Remote staff must reside in either the District of Columbia, Maryland or Virginia.
Qualifications
Successful completion of Initial Crisis Intervention Training.
Must have reliable transportation OR computer/Internet access for remote coverage
Completes ASIST Training
Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
Successful use of Language Line and TTD services.
High School Diploma/GED
(For Remote Work – DC, MD, VA residents only) Must have a computer/laptop, high-speed internet and a quiet workspace
Responsibilities
Thoroughly and accurately complete statistics sheet on each call. Completes homeless forms, protective services forms, suicide forms, regular caller forms etc. when required.
Keeps updated by reading the communication log and other data available.
Completes clerical work as needed.
Communicates problems to supervisors when necessary.
Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
Maintains confidentiality of callers and agency
Provide counseling, information and referrals to callers.
Attend in-services and meetings as scheduled
Does not leave the phones unattended under any circumstances (leaving the building).
Contact supervisors in case of emergency
Maintains work station. Works holidays as needed, assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel.
Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.
Skills
Proven customer support experience or experience as a client service representative
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication skills
Ability to multi-task, prioritize, and manage time effectively
High school diploma
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