The Helpline Counselor/Care Coordinator provides telephone-based information, referrals, crisis counseling, suicide intervention, and enhanced advocacy to clients seeking services. This role also ensures individuals receive services for which they are eligible by offering comprehensive system navigation, screening, assessment, and linkage via phone and email. Additionally, involves follow-up services, advocacy, staff training, and community engagement to enhance access to resources and improve service delivery.

Essential Duties and Responsibilities:

• Provides appropriate information and referrals to social service agencies for callers contacting the any of our Helplines.
• Provides telephone crisis counseling as well as suicide intervention services to callers experiencing crisis situations.
• Completes suicide safety assessment, suicide safety planning, de-escalation, and follow-up’s with at-risk clients.
• Serves as a mandated reporter in cases of suspected abuse or neglect.
• Meets key performance indicators as defined by funder, contractual, and accreditation requirements, such as 90% of calls answered within 15 seconds or less.
• Facilitate referrals and warm transfers to appropriate service providers or facilities, ensuring individuals receive necessary benefits.
• Ensures accurate and timely data entry into client databases and compose necessary documentation, including case notes and reports.
• Provides follow-up services and care coordination tailored to clients who may benefit from additional support.
• Advocate on behalf of individuals and families to access federally funded and private organizations to meet their basic and service-related needs.
• Mandatory Training: The first three (3) weeks of employment consist of comprehensive training to ensure proficiency in helpline operations, crisis intervention, and service navigation.
• Nesting Period: Following training, employees will undergo a one-two month nesting period for additional support, skill development, and performance evaluation.
• Hybrid Schedule Eligibility: After successfully completing the nesting phase, counselors may transition to a hybrid work schedule as approved by management.
• Assist the Data Resource Team in expanding and maintaining an up-to-date Community Resource Directory.
• Consistently adheres to assigned schedule and demonstrates flexibility to call center coverage needs, including evening/overnight shifts, weekends and holidays.
• Maintain effective working relationships with colleagues and demonstrate professionalism, respect, trust, and confidentiality in all interactions.
• Participate in proactive team efforts, ongoing supervision, training, and staff meetings.
• Represent the organization at community outreach events, workgroups, and task forces as needed.
• Serve as a member of the Disaster Relief Team, which may require deployment to safe disaster sites, extended shifts, and restricted PTO during crises.
• Ensure compliance with confidentiality policies, HIPAA regulations, and organizational protocols.
• Obtain certification as an Information & Referral Specialist through Inform USA and Crisis Specialist through American Association of Suicidology after 1-year tenure.
• Assist with special projects as assigned.

This position requires strong crisis intervention skills, advocacy, and coordination abilities to support clients effectively while maintaining a high standard of service.

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!

Toptier TTS Florida is an equal opportunity employer and is committed to creating a diverse and inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. All employment decisions are based on qualifications, merit, and business needs. Toptier TTS Florida is dedicated to ensuring equal access to opportunities and a respectful workplace for everyone.

Job Type: Full-time

Pay: $22.34 - $22.90 per hour

Work Location: In person