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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