Senior Crisis Hot Line Specialist - (US-FL-Orlando - 32899)

Minimum Education: Tech School
Job Type: Full Time
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We are the largest provider of funds to our most critical health and human service programs serving central Florida. Our fundraising efforts ensure that quality health and human service programs are available for hundreds of thousands of residents of Orange, Osceola and Seminole counties. We are seeking a qualified Part-time Information and Referral Specialist to join our dynamic team.

Senior Crisis Hot Line Specialist

As the Senior Crisis Hot Line Specialist you will fulfill all 2-1-1 crisis specialist functions within your teams; and help team members deliver quality service. You will interact effectively with people from all social-economic groups, and have a strong desire to provide appropriate help and assistance to any person in need. You will support the team’s efforts to achieve a smoothly functioning program.

Essential Duties and Responsibilities:
• Answer 2-1-1 crisis calls in accordance with department guidelines and their scheduled hours
• Intervene with a caller in crisis and support other team members during an intervention, in accordance with department guidelines
• Completes third party suicide and follow up suicide calls as needed
• Assist with case reviews
• Conduct trainings and assist in the development of training programs for 2-1-1 staff and volunteers
• Performs follow up for third party suicide and other suicide calls as needed.
• Provide input in performance evaluation through case review process
• Supervise the work of volunteers and interns
• Conduct call monitoring as both a peer reviewer and as part of the evaluation process of 2-1-1 Specialists, volunteers, and interns
• Assess caller’s needs and provides accurate referrals to appropriate community agencies, programs and services
• Oversee and conduct research, updating, and adding of agencies to the database utilizing LA taxonomy, conforming to AIRS standards
• Serve as an advocate for individuals experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs or groups
• Provide follow up to I & R callers
• Document narratives and statistical records accurately on all caller contacts
• Work toward achieving all departmental goals
• Stay informed on broad social issues, programs, and changes in services
• Represent 2-1-1 effectively to agencies and groups both on the telephone and in person
• Attend staff meetings, conferences and workshops in order to improve professional skills
• Pursue certification in the areas of crisis worker and as an information and referral specialist, if not already certified

Qualifications:
The ideal candidate will have:
• Minimum of a Bachelor’s degree in Psychology, Social Work or related field, Master’s preferred.
• Minimum of 2 years experience on an information and referral or crisis hotline preferred with a satisfactory or exemplary job performance history.
• CIRS or Crisis Worker preferred
• Ability to adapt to a changing call volume while maintaining standards of high quality
• Good organizational skills
• Competence with necessary computer skills to perform job functions.
• Must be proficient using Microsoft Office products, relational databases, and type 50 wpm
• Knowledge of a foreign language, particularly Spanish, is desirable.


Physical demands include sitting for extended periods of time, possible bending and lifting approximately 25 to 30 pounds; regularly using the telephone and regularly moving between floors. Reliable transportation required. Job involves frequent and routinely intense public contact and protracted concentration.

To Apply:
Reliable candidates seeking an exciting new opportunity are encouraged to apply: https://administaff.ats.hrsmart.com/cgi-bin/a/highlightjob.cgi?jobid=55518

EOE