HOTLINE COUNSELOR - Swing
About the position Join Buckelew and play a pivotal role in making a meaningful impact on the lives of those facing mental health and substance use challenges in the North Bay. We are hiring a new Hotline Counselor to join our Suicide Prevention team. In this role you will listen, provide support, and connect callers to local resources if necessary. You will support the mission and objectives of Buckelew Programs by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, and adhering to applicable federal, state and local laws and regulations, and Buckelew policies and procedures. This is a full-time position working swing shifts, Wednesday - Saturday, 3 pm to 11 pm. After initial training this role offers the opportunity to work partially from home.
Responsibilities
- Respond appropriately to all incoming calls to the hotline on all counseling lines in accordance with training and established practices.
- Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
- Attend in-service meetings as scheduled.
- Maintain updated knowledge of, and implement, program protocol changes.
- Assist in the training and mentoring of new counselors on shift.
- Responsible for keeping accurate time records of all shifts worked.
- Attend all scheduled staff meetings, in-service meetings, and trainings as scheduled.
- Complete ongoing training assignments as required.
- Review email, announcements, resource books, manuals and directories during each shift worked.
Requirements
- High school education at minimum, Associates Degree in social services preferred.
- Experience in telephone counseling, preferably in a crisis or suicide prevention environment preferred.
- Continued employment dependent upon completion of Telephone Counseling Training Class.
- Ability to continue training and to work alone, including night shifts.
- Very strong interpersonal skills and the ability to build a counseling relationship with callers.
- Demonstrated proactive approaches to problem-solving with strong decision-making capability.
- Emotional maturity.
- Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
- Computer experience to include experience with databases and Microsoft Outlook.
- Keyboarding skills at 35 WPM or greater, with accuracy.
- Reliable, excellent attention to detail and accuracy.
- Able to manage a flexible work schedule and commit to agreed upon hours with a high level of reliability and responsibility.
- All work is performed in a comfortable indoor facility.
- Ability to maintain composure and work quality Job frequently requires sitting, handling objects with hands and the use of fine motor skills.
- Constantly/frequently operates a computer and phone and required ongoing communication in the form of listening and speaking.
- Job occasionally requires standing, walking, and reaching.
- Vision requirements: Ability to see information in print and/or electronically.
- Hearing requirements: Ability to hear information in person and by telephone.
Nice-to-haves
- Bilingual English/Spanish verbal skills highly desirable.
Benefits
- Medical, dental, vision and life and long-term disability insurance
- Employee Assistance Program
- flexible spending accounts for health, dependent and transit costs
- retirement savings plan with company match
- eligibility for loan forgiveness
- continuing education credits available through our learning management system
- discount program
- paid meal breaks and generous paid time off
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