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LGBTQ Hotline Response Specialist

2 months ago


Phoenix, Arizona, United States La Frontera Arizona Full time

Position Overview:

The LGBTQIA Call Center Specialist plays a crucial role in providing support to individuals reaching out for help through our crisis hotline. This position is dedicated to delivering effective crisis interventions and guiding callers towards appropriate resources.

Key Responsibilities:

  • Respond promptly and professionally to all incoming calls, ensuring adherence to organizational standards for efficiency and client satisfaction.
  • Conduct thorough assessments of callers' clinical situations and needs.
  • Deliver safe and effective crisis interventions to all individuals seeking assistance.
  • Maintain accurate and comprehensive clinical documentation, including essential data for reporting purposes. Ensure timely internal referrals to relevant programs.
  • Collaborate effectively with both internal and external stakeholders, fostering a positive and flexible work environment.
  • Monitor clients placed on a 72-Hour Suicide Watch or Safety Follow-Up, ensuring their safety and well-being.
  • Be prepared to extend work hours as necessary in response to crisis situations or incomplete documentation.
  • Participate in all mandatory meetings and training sessions, which may occur outside of regular working hours.
  • Assist in the training of new staff members under the guidance of the hotline clinical coordinator.
  • Prioritize program responsibilities during downtime, ensuring all necessary forms are stocked and the hotline area is organized.
  • Attend agency meetings, training, and events as requested, even if they fall outside regular work hours.

Qualifications:

  • Exceptional verbal and written communication skills.
  • Ability to communicate clearly and effectively.
  • Strong customer service orientation.
  • Proficient problem-solving and analytical abilities.
  • Capability to document detailed information accurately.
  • Ability to manage multiple tasks simultaneously.
  • Demonstrated calmness in crisis situations, with the ability to work both independently and collaboratively.
  • Commitment to maintaining professional conduct in line with ethical standards and agency policies.
  • Ability to maintain a professional demeanor while working remotely and to build positive relationships with team members and community partners.

Education and Experience:

  • Bachelor's Degree in Counseling, Social Work, or a related field is required.
  • A minimum of three years of experience in the behavioral health sector.
  • Experience in crisis intervention is preferred.
  • Supervisory experience is a plus.
  • Experience in program development is advantageous.

Work Environment:

  • The position is primarily office-based, with a focus on indoor work.
  • Employees should be able to lift up to 25 pounds as needed.

Benefits:

Full-time employees are eligible for a comprehensive benefits package, including:

  • Generous Paid Time Off (PTO) starting at 15 days in the first year.
  • 10 paid holidays annually.
  • Multiple medical plan options.
  • Dental and vision coverage.
  • 403(b) retirement savings plan.
  • Retirement allowance.
  • Company-paid life insurance and long-term disability coverage.
  • Voluntary additional life insurance and short-term disability options.
  • Tuition reimbursement program.
  • Elder care assistance.
  • Pet insurance and more.

Equal Opportunity Employment:

La Frontera Arizona is committed to providing equal employment opportunities to all individuals and prohibits discrimination and harassment of any kind. This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, and termination.

All employees are considered "at will" and may terminate their employment at any time without prior notice. La Frontera Arizona reserves the right to modify job descriptions as necessary.