On Call Program Associate
1 week ago
On Call Program Associate
Part Time
San Francisco
Agency Overview
Founded in 1889, the Felton Institute (formerly Family Service Agency of San Francisco) has a history of innovation in services for vulnerable children, families, and adults for 130 years. Felton’s mission is to respond to human needs with cutting edge social services and treatment that combine the best social science research with cultural sensitivity, a deep respect for the consumer, and a commitment to social justice. With over 46 programs in 15 languages at sites throughout the San Francisco Bay Area and surrounding counties, our comprehensive array of services reaches across all racial, ethnic, cultural, and linguistic lines. At the heart of our work is the belief that individuals and families in crisis must have access to services and resources to help them build on their inherent strengths and develop self-sufficiency. Felton offers a dynamic, challenging, and supportive work environment where staff is encouraged to increase their skills and enter new domains.
Program Description
San Francisco Suicide Prevention’s 24-hour Crisis Line provides immediate crisis intervention and emotional support to everyone who calls. Since 1962, we have been answering the telephone around the clock, whenever we are needed. We have been able to maintain this service for over fifty years through the wonderful dedication of over 200 trained individuals who volunteer their time to answer the phones and help their neighbors through a crisis. All volunteers are trained and supervised by a professional staff, and all receive ongoing training to hone their skills with the newest developments in the field of suicide prevention.
Position Overview
Provide overnight, weekend and various shifts coverage on all SFSP’s 24-hour hotlines and all crisis lines. This position reports to and adheres to agency’s policies/procedures and programs.
Specific Duties and Responsibilities (Essential Functions)
Service Delivery
- Answer calls from clients calling the Crisis lines or Access Line.
- Assess callers needs and provide emotional support in a non-judgmental manner.
- Empower callers to look at options and make their own decisions.
- Provide information and referrals to callers when appropriate.
- Assess suicide risks and determine plan of action.
- Provide Access Line Intake and referral support if working Access Line.
- Provide crisis intervention and emergency services as needed.
Teamwork
- Welcome, help train and support volunteers on the hotlines as needed.
- Participate in continuing education presentations as needed.
- Contribute to a positive work environment and culture by showing respect to co-workers and engaging in positive team dynamics by concentrating on work duties engage in pro agency work culture.
Compliance & QA
- Record client contacts database and communicate concerns to Supervisor
- Enters participant information by inputting alphabetic and numeric data on system.
- Maintains data entry requirements by following data program techniques and procedures.
- Keep files and data secured to protect participant confidentiality.
- Ensures compliance with legal/ethical and confidentiality standards.
- Performs other duties as assigned by the Program Director or Supervisor.
Qualifications
- Must successfully complete SFSP Crisis Line Volunteer training program or equivalent prior experience.
- AA in social work, psychology or related area, or similar education or training in suicide prevention / mental health.
- Must have demonstrated successful performance and experience on the Crisis Lines.
- Ability to communicate well, both verbally and in writing.
- Ability to work independently and with others.
- Attention to detail.
- Experience working with vulnerable populations.
- Experience with crisis interventions, suicide callers and call center work
- Demonstrate ability to engage and support clients with challenging situations and suicide ideation
- Able to manage emotions and reactions to different situations. Stays calm and clear under pressure.
- Ability to work effectively both individually and as part of a diverse team.
- Experience with evidence-based practices and de-escalating clients
- Able to exercise good judgment and maintain healthy boundaries with clients and staff.
- Able to stay awake and alert during shift Strong computer skills: MS office, data entry, write clear and accurate narrative reports
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On Call Program Associate
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