Hotline Resource Specialist

About the position Overview: Contingent position will be working from home after initial training. Contingent for a 24 hour hotline operating daily inclusive of holidays Job Description Summary: Provides crisis intervention, intake assessment, and referral services to individuals calling into the crisis hotline. Supports access to appropriate community-based resources and services. Job Description: Essential Functions: Provides crisis intervention and hotline support, answering calls and responding to inquiries and concerns with compassion and clinical skills. Conducts intake and eligibility assessments and connects callers with appropriate resources and services. Coordinates and supports referrals and admissions. Maintains accurate documentation and data quality, collecting, reporting, and evaluating client information and activities. Collaborates with internal and external partners, such a law enforcement, shelter staff, and clinical teams, to ensure seamless service delivery and support for clients. Participates in follow-up calls and encourages discharged clients to engage in ongoing services using motivational interviewing techniques. Enters data into various record-keeping systems as needed.

Responsibilities

• Provides crisis intervention and hotline support, answering calls and responding to inquiries and concerns with compassion and clinical skills.
• Conducts intake and eligibility assessments and connects callers with appropriate resources and services.
• Coordinates and supports referrals and admissions.
• Maintains accurate documentation and data quality, collecting, reporting, and evaluating client information and activities.
• Collaborates with internal and external partners, such a law enforcement, shelter staff, and clinical teams, to ensure seamless service delivery and support for clients.
• Participates in follow-up calls and encourages discharged clients to engage in ongoing services using motivational interviewing techniques.
• Enters data into various record-keeping systems as needed.

Requirements

• Two years of college, or equivalent education and experience, required.
• Effective verbal and written communication, interpersonal, and documentation skills.
• Working knowledge of relevant community resources and services.
• Effective problem-solving and conflict management skills.
• Ability to quickly assess and prioritize information received.
• Flexibility and ability to manage multiple demands in a fast-paced environment.

Nice-to-haves

• Bachelor's Degree in Social Work, preferred.
• One year of experience providing intake or crisis services, preferred.
• Relational database experience, preferred.

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