Hope Line (Warm Line Call Center) Supervisor

```Job Summary```
Hope line staff provide psychosocial support, referral, and recovery-oriented services for callers to the Hope and Healing Center & Institute’s mental health support line. The line is not a crisis line, but a place for people to call and receive emotional support. The position is remote (work from home) and part-time. Applicant must provide own computer and wifi, software is provided. https://hopeandhealingcenter.org/get-help-hope-line/

The Hope Line Operator must support the mission and objectives of HHCI.

Job Duties

· Participate in online team meetings when requested

· Provide service referrals for every caller

· Assist in a “warm handoff” for callers in crisis or in need of referrals

· Provide phone and/or chat support to caller; Utilize telephone, SMS texting, and/or web chat to interact with callers

· Ensure that all Hope Line policies are followed

· Maintain professional boundaries with callers, implementing support policies when needed

· Help with collecting and documenting caller information

· Work with a diverse population of callers

· Effectively communicate with Hope Line Supervisor

· Availability and willingness to work evening hours and weekend hours

· Other duties as assigned by the support line supervisor

Required Skills

· Courteous, empathic, and professional manner

· Comfortable serving as phone support of a person with serious mental illness

· Active listening skills to establish working alliance with callers

· Ability to maintain professional demeanor when handling difficult contacts

· Strong work ethic, particularly in team setting

· Efficiency with information-gathering, problem-solving, and conflict-resolution

· Superior communication skills to convey information clearly, accurately, and completely

· Ability to work efficiently both in a team and independently

If you are a self-motivated individual with a passion for providing exceptional customer service, we would love to hear from you. Join our team and help us deliver outstanding support to our valued community.

Job Type: Part-time

Pay: $21.00 per hour

Expected hours: 6 per week

Benefits:

• Paid training

Experience level:

• Under 1 year

Shift:

• Evening shift

Work Location: Remote