Helpline Counselor - Various Shifts (Hybrid)

Are you ready to make a difference in our community? You’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, this is the place to be.

The Helpline Counselor provides telephone information, referrals, crisis counseling as well as suicide intervention to callers upon completion of a thorough assessment and identification of most presenting needs. This position performs work of a specialized, confidential nature on matters that impact clients, counselors and contract compliance. Excellent organizational, administrative and communication skills and attention to detail are required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides appropriate information and referrals to social service agencies for callers contacting the Helpline.
• Ensures data is accurately entered into the client database in a timely manner.
• Provides telephone crisis counseling as well as suicide intervention services to callers experiencing crisis situations.
• Participates in trainings, seminars, workshops and in-services related to program and professional development.
• Maintains an effective working relationship with colleagues through the use of appropriate interpersonal and communication skills.
• Consistently adheres to assigned schedule and demonstrates flexibility in regards to call center coverage needs.
• Provides outstanding customer service to callers & accurately documents all calls into software.
• Adheres to confidentiality policies and procedures as well as HIPAA regulations.
• Obtains Certification as an Information & Referral Specialist through Alliance for Information & Referral Systems (AIRS).

Education and/or Experience: 

• Bachelor’s degree in Social Work or Human Service field. Equivalent experience and demonstrated skill in social services may be considered.
• Two years’ experience in providing information and referral services, preferred.
• One or more years in crisis counseling or clinical work preferred.
• Strong interpersonal skills.
• Ability to communicate information calmly and effectively in emergency or high stress situations.
• Ability to work effectively and with sensitivity with culturally diverse populations.
• Skilled in managing multiple tasks.
• Skilled in the use of personal computers and related software applications to include Microsoft Office, email and intranet.
• Bilingual - English/Spanish or English/Creole (Required)

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

ABOUT: Our client is the foremost non-profit, human services agency whose mission is to improve the quality of life of communities throughout South Florida. 

They are a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

They strictly enforce a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug-free workplace.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.