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Volunteer Crisis Counselor- Remote

Employer
Via Link
Location
New Orleans, Louisiana
Closing date
Aug 12, 2021

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

Overview

Via Link is looking for a day shift Contact Center Specialist. This opening is for either day, mid, or night shift position, which operates during the hours of 7am-3pm OR 3pm-11pm OR 11pm-7am *Must be available to work a complete shift.  Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work during disasters and on occasional holidays, as part of a team rotation. Specialists will receive extensive training in crisis counseling, information & referral, 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 includes:

  • Understand and follow all established procedures and recognized best practices
  • Employ active listening techniques to assist callers in de-escalating from mental health issues/concerns
  • Provide appropriate response to caller needs by following the VIA LINK crisis intervention model
  • Provide critical resources and support to individuals in crisis
  • Follow all VIA LINK contact center procedures and personnel policies
  • Accurately complete call reports and contact documentation
  • Work occasional holidays and unscheduled hours as needed
  • Work effectively as a team member
  • Actively participate in required trainings in order to enhance professional self and aid in program development
  • Protect confidentiality of agency location, software, records, etc.
  • Troubleshoot 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 (PC not MAC) with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via zoom video call). Upon completion of training, staffed Specialists will be issued an agency laptop for continued work.
  • Private and confidential space to work from required.
  • Excellent computer skills including the ability to submit online reports, use email, 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 a non-judgmental attitude
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary support to callers.
  • Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and standard accepted practices.
  • Collaborates 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: $14 (an extra $1 per hour added to those that work overnight shifts from 11pm-7am).

Training: Incoming Specialists will be required to complete a one month introductory training period. During that time compensation will be $14/hr. Candidates are required to attend all training shifts (Monday-Friday 10am-6pm) over the course of two months. A complete training schedule will 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.

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