Job Description

POSITION SUMMARY
Provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment. 
 

KEY RESPONSIBILITIES & ESSENTIAL DUTIES OF POSITION
An individual must be able to perform each essential duty listed below at a satisfactory level: 

• Answer inbound 988 Suicide & Crisis Lifeline and 211 information and referral contacts.
• Handle a wide range of high-risk and sensitive situations, including suicide, homicide, child abuse, human trafficking, domestic violence, and other crisis-related concerns.
• Assess contact’s needs or situation using pertinent questions and the principles of active listening.
• Provide appropriate screenings for specialized programs.
• Access multiple databases for resources and appropriately refer contacts.
• Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.
• Maintain accurate data collection on all contacts in the appropriate database.
• Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.
• Advocate for clients within the framework of contact center protocols and procedures when appropriate.
• Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics. 
• Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.
• Identified as essential, requiring prompt and effective action during critical situations to ensure the safety and well-being of the community.
• Complete all training for new programs and services related to 211 and Crisis Services when needed.
• Attend all required in-person and virtual meetings as scheduled, and specialized trainings upon eligibility. 
• Contribute to overall organizational success by performing other duties and responsibilities as assigned.
   

JOB REQUIREMENTS
 
Job requirements include:

• Bachelor’s degree in Social Work, Psychology, Human Services, or a related field required. Equivalent combination of education and relevant crisis intervention experience may be considered. 
• One year of experience in social services, crisis hotline, contact center, or information and referral service preferred.
• Experience with Microsoft Office required. 
• Client management databases or other relational database experience, preferred. 
• Demonstrated knowledge of health and human services desired.
• Ability to effectively assess client needs and show sensitivity to issues presented by contacts.
• Ability to multi-task and work in a fast-paced contact center.
• Must have access to a private, secure, and stable high-speed internet connection.
• Must have access to a quiet, confidential workspace. 
• Ability to attend in-person meetings and events as required by the role.
• Ability to pass level II background screening. 
• Bilingual in English/Spanish preferred.
   
   

COMPETENCY REQUIREMENTS
 
Communications - Ability to communicate effectively. 

Business Ethics - Ability to work with integrity and ethics. 

Judgment - Ability to use sound judgement. 

Initiative - Ability to take initiative. 

Teamwork - Ability to work in a team environment.
 
 

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.
 
 

PHYSICAL DEMANDS
 
Physical demands include:

• Constantly remaining in a stationary position, often sitting for prolonged periods.
• Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.
• Constantly repeating motions and fine manipulation that may include the wrists, hands and/or fingers. Ability to type using a keyboard.
• Constant use of standard office equipment such as the telephone and/or headset, copier, and computer. 
• Constantly assessing the accuracy, neatness and thoroughness of the work assigned.
• Constantly viewing information on a computer screen.  
• Occasionally traveling to the office when needed.
   
   

WORKING CONDITIONS
 
Working conditions include:

• Remote, inside working environment. 
• High level of long periods of concentration.
• Constant customer interaction. 
• Reliable transportation required. 
   
   

* All hybrid or remote positions with HFUW require the ability to travel to the office with short notice, should this be necessary for equipment needs, events, in-person meetings, etc.

Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you!

Medical Insurance (Health, Dental, Vision) – on the 1st day.

Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.

401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.

Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance.  Full-time employees start accruing paid time off (5 weeks your 1st year) upon hire, with generous carry over.

 
Telework – depending on the role, most of our positions offer the ability to work from home either part or full-time, saving you valuable time and money!  The benefits to many of working from home include time saved on getting lunch prepared for work, no communing times, and saving money on gas and wear-and-tear to your car.
 
Flexible Schedules – our Call Center is a 24/7 operation, offering those who need a more flexible schedule the opportunity to workdays, evenings, or nights, if needed.

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