Hotline Counselor Ii

Position Summary:

Responsible for providing crisis intervention, referral and resource information, and/or creating action plans for callers who contact the Childhelp National Abuse Hotline. Provides intervention support and resource information related, but not limited to: child abuse, sexual abuse/assault, neglect, family conflict, suicide, domestic violence, youth in conflict, life crisis, addiction and recovery.

This position does not have direct reports.

The position is remote, but you must be located in one of these states: AZ, CA, DC, FL, MD, MS, NC, TN, TX, UT, VA.

Must be available to work Monday-Friday from 7:00 am to 3:30 pm (AZ time).

Essential/ Non-essential

Provides Counseling Services Via Phone

• Provides appropriate counseling to help each seeker via phone call.
• Provides undivided attention to each help seeker and issue presented
• Ascertains and understands the immediate presenting of help seekers, turning those issues into brief action plans when necessary

Provides Counseling Services Via Digital Services

• Provides digital support services (text and live chat) and appropriate counseling to help each seeker
• Provides undivided attention to each help seeker and issue presented
• Ascertains and understands the immediate presenting of help seekers, turning those issues into brief action plans when necessary

Documentation & Reporting

• Enters all relevant data, accurately and completely into Hotline database in a timely manner
• Reports information to appropriate authorities, when legally bound to do so

Quality

Remains current on all laws, regulations, polices, protocols, and practices surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements; and applies knowledge to the work in accordance with quality standards:

• Understands and adheres to confidentiality and anonymity, as appropriate
• Understands and adheres to counseling ethical guidelines and boundaries
• Remains knowledgeable with regard to all Hotline referral sources, including the Hotline national resource database
• Understands the contractual obligations of the Hotline and follows protocol and documentation requirements for each contract

Continuous Improvement, Knowledge sharing and Collaborative Problem Solving

• Attends staff meetings and completes all required trainings
• Interacts with co-workers to best identify effective approaches and interventions for presenting issues
• Participates in assigned work teams, as requested and appropriate
• Engages in continuous improvement efforts, as assigned

Miscellaneous

• Conducts internet resource research
• Responsible for arranging for shift coverage for all scheduled shift hours
• Performs other related duties, as assigned

Requirements

Education/Experience/Knowledge/Understanding

• Bachelor’s degree (B.A.) from four-year College or university in Psychology, Social Work.
• Must have minimum one (1) year experience working with family violence and/or child abuse
• Minimum 3 months of experience as a Hotline Counselor I?
• Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
• Clear fingerprint background screening through the Department of Justice, FBI and Child Abuse Index prior to start
• Ability to successfully complete the digital services training program and pass all proficiency tests

Skills

• Exceptional verbal, written, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population
• Excellent counseling skills such as active listening, empathetic listening, asking open-ended questions, demonstrating positive regard, de-escalation, concreteness, and problem solving facilitation
• Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others
• Strong grammar proficiency using digital service such as call center/hotline text and chat
• Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Word and Excel

Abilities

• Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
• Ability to work collaboratively as part of a team
• Willingness and ability to embody Childhelp’s core values of Acting with Honor and Character, Being Open and Receptive, Caring About and Relating to Others; Nurturing Diverse Relationships; Performance Excellence; and Inspirational Leading & Managing

Physical Demands

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

Preferences

• Prior experience with trauma counseling and child abuse awareness
• Prior experience in crisis intervention and/or hotline counseling
• Previous experience working on a Text and Chat based platform.

Job Type: Full-time

Pay: $35,200.00 - $44,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• Remote

Education:

• Bachelor's (Preferred)

Work Location: Remote