Remote Contact Center Specialist (Crisis Intervention)

Remote Contact Center Specialist (Crisis Intervention)

• This opening is for all shifts 7am-3pm, 3pm-11pm, and overnight from 11pm-7am (central time zone)
• Must be available to work 2 of the 3 shifts and must be available to work complete shifts
• Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work during disasters and on occasional holidays, as part of a team rotation
• Specialists will receive extensive training in crisis counseling, information & referral, and suicide prevention
• Specialists will be trained to answer inquiries via phone, text and chat
• Contact Center Specialists provide callers with free, confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy
• Understand and follow all established procedures and recognized best practices
• Employ active listening techniques to assist callers in de-escalating from mental health issues / concerns
• Provide appropriate response to caller needs by following the VIA LINK crisis intervention model
• Provide critical resources and support to individuals in crisis
• Follow all VIA LINK contact center procedures and personnel policies
• Accurately complete call reports and contact documentation
• Work occasional holidays and unscheduled hours as needed
• Work effectively as a team member
• Actively participate in required training in order to enhance professional self and aid in program development
• Protect the confidentiality of agency location, software, records, etc
• Troubleshoot minor tech issues, as this is a remote, computer-based position
• Upon completion of training, staffed Specialists will be issued an agency laptop for continued work Job Specification
• Contact Center Specialists are required to interact with a broad range of callers
• Ability to maintain regularly scheduled full-time shifts : either night shift, day shift, or a combination of the two
• Reliable laptop / computer (PC not MAC) with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via zoom video call)
• Excellent computer skills including the ability to submit online reports, use email, and utilize internal search databases
• Excellent verbal and written communication, including the ability to effectively communicate with callers, co workers, and supervisors
• Excellent interpersonal skills, ability to empathize with others, and a non-judgmental attitude
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary support to callers
• Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and standard accepted practices
• Collaborates well with others
• Candidates are required to attend all training shifts over the course of two months

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