Hotline Program Associate Job at Felton Institute
Job Description:
Provide daytime, overnight, weekend and various shifts coverage on all SFSP’s 24-hour hotlines and all crisis lines. This position reports to and adheres to agency’s policies/procedures and programs.
Accountabilities: (3-5)
Service Delivery
Hotline Program Associate (Part Time)
Provide daytime, overnight, weekend and various shifts coverage on all SFSP’s 24-hour hotlines and all crisis lines. This position reports to and adheres to agency’s policies/procedures and programs.
Accountabilities: (3-5)
- Service Delivery
- Teamwork
- Compliance & QA
Responsibilities:
Service Delivery
- Answer calls and texts from clients on all the different lines answered by SFSP.
- Assess caller and text visitor needs and provide emotional support in a non-judgmental manner.
- Empower callers and text visitors to look at options and make their own decisions.
- Provide information and referrals to callers and text visitors when appropriate.
- Assess suicide risks and determine plan of action.
- Provide Access Line Intake and referral support if working Access Line.
- Provide crisis intervention and emergency services as needed.
Teamwork
- Welcome, help train, mentor and support volunteers on all lines as needed.
- Participate in continuing education presentations as needed.
- Contribute to a positive work environment and culture by showing respect to co-workers and engaging in positive team dynamics by concentrating on work duties engage in pro agency work culture.
Compliance & QA
- Record client contacts database and communicate concerns to Supervisor
- Enters participant information by inputting alphabetic and numeric data on system.
- Maintains data entry requirements by following data program techniques and procedures.
- Keep files and data secured to protect participant confidentiality.
- Ensures compliance with legal/ethical and confidentiality standards.
- Performs other duties as assigned by the Hotline Supervisor, Hotline Manager, and Text and Chat Supervisor.
SUCCESS COMPETENCIES FOR POSITION: (competencies required to effectively perform the job)
- Interpersonal Communication - Establishes rapport quickly and delivers multi-mode communications that convey a clear understanding of the needs of different audiences: co-workers, managers, clients, clients’ families, care providers, etc. Accepts responsibility for miscommunications or misunderstandings. Avoids escalated arguments at work and seeks a positive resolution. Listens actively and effectively: seeks first to understand.
- Client Focus - Delivers client-centric solutions. Assesses and continually improves the services delivered to clients. Gains insight into clients needs. Identifies and implements evidence-based practices: MI, CBT, Trauma-informed. Safeguards privacy and confidentiality.
- Problem Solving - Uses a logical approach to address problems or manage the situation at hand by drawing on one’s knowledge and experience base, and calling on other references and resources as necessary. Acknowledges when one doesn’t know something and takes steps to find out. Considers multiple sides of an issue. Weighs consequences before making final decision. Is open to new ideas and processes. Adjusts approach to achieve results.
FUNCTIONAL/TECHNICAL SKILLS & KNOWLEDGE: (knowledge and skills required to effectively perform the job)
- Experience with crisis interventions, suicide callers and call center work
- Demonstrate ability to engage and support clients with challenging situations and suicide ideation
- Able to manage emotions and reactions to different situations. Stays calm and clear under pressure.
- Ability to work effectively both individually and as part of a diverse team.
- Experience with evidence-based practices and de-escalating clients
- Able to exercise good judgment and maintain healthy boundaries with clients and staff.
- Able to stay awake and alert during shift
- Strong computer skills: MS office, data entry, write clear and accurate narrative reports.
- Experience with electronic health records
QUALIFICATIONS: (education and work experience)
- Must successfully complete SFSP Crisis Line Volunteer training program or equivalent prior experience.
- AA in social work, psychology or related area, or similar education or training in suicide prevention / mental health.
- Must have demonstrated successful performance and experience on all lines.
- Ability to communicate well, both verbally and in writing.
- Ability to work independently and with others.
- Attention to detail.
- Experience working with vulnerable populations.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee successfully performing the essential functions of this job (i.e., travel, driving, lifting, etc.). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: Please use percent time spent in these requirements. Totals do not have to add to 100%.
Standing and Walking: 15% required
Close Vision and Sitting: 50%
Talking and Hearing: (via phone/in person) 60% required
Lifting (more than 20 lbs): 5%
Travel: 10%
Equal Employment Opportunity:
Close Vision and Sitting: 50%
Talking and Hearing: (via phone/in person) 60% required
Lifting (more than 20 lbs): 5%
Travel: 10%
Felton Institute will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
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