Bilingual Helpline Coordinator

2 weeks ago

Seattle, Washington, United States SOCIETY OF ST VINCENT DE PAUL COUNCIL OF SEATTLE-KING COUNTY Full time
Job Overview

Position Title: Bilingual Helpline Coordinator

Department: Community Helpline and Resource Center

Reports To: Helpline Supervisor

Employment Status: Non-exempt, Full-time

This role necessitates a diverse set of professional communication skills, both technical and interpersonal. The individual must possess the ability to make informed decisions regarding the coordination of referrals to volunteers and staff, demonstrating independence as well as teamwork capabilities.

The Bilingual Helpline Coordinator plays a crucial role in supporting the mission of the Society of St. Vincent de Paul by advocating for community members and providing a compassionate response to requests for assistance. This position requires versatility and the ability to effectively engage with various departments while communicating with individuals from diverse cultural backgrounds. Proficiency in both English and Spanish is essential.

Key Responsibilities:

  • Respond to and manage client inquiries with empathy and professionalism, documenting essential information such as name, family size, and specific needs.
  • Accurately input data into the database while assessing client needs through effective communication and utilizing a cloud-based phone system.
  • Evaluate incoming calls from individuals in distress, providing compassionate support and making appropriate referrals to assistance programs.
  • Collaborate with the Helpline Supervisor and other teams to share vital information, participate in training, and engage in problem-solving.
  • Provide reliable referrals to community resources, advocate for clients, and follow up on referrals as necessary.
  • Work alongside all agency departments to enhance the mission and objectives of the organization.
  • Act as a dependable team member, performing additional duties as assigned by the supervisor.
  • Assist in resolving conflicts between clients and volunteers by facilitating open communication and offering constructive feedback.
  • Ensure the confidentiality of clients seeking assistance.

To excel in this position, candidates must meet the following qualifications:

  • Bilingual proficiency in English and Spanish, both spoken and written.
  • A Bachelor’s degree in a relevant field or three to five years of related experience or training.
  • Experience in social work, counseling, or crisis intervention is preferred.
  • Strong listening skills and the ability to respond with respect and compassion to clients from various cultural backgrounds.
  • Competence in reading maps and accurately recording addresses.
  • Basic arithmetic skills and the ability to handle numerical information accurately.
  • Ability to navigate incomplete or unreliable information and seek clarification as needed.
  • Proficiency in using computers, databases, Microsoft Outlook, Google Maps, and conducting internet searches.

This position does not include supervisory responsibilities.

The Society of St. Vincent de Paul is committed to fostering equality and diversity in the workplace.

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