Hotline Training Specialist

Want to make a difference? Come be a part of the amazing work EveryMind is accomplishing!
 

EveryMind is hiring a Training Specialist to join our Hotline team. This role is responsible for managing training delivery and tracking for new and tenured Crisis Hotline Counselors. Maintaining Hotline Learning Management System. Identifying counselor training needs based on program data and coordinating with the Training and Quality Assurance Manager to ensure resources are in place to support continued learning.

Schedule Structure: Hybrid after 90 days, M-F core hours of 9am-5pm with some flexibility required.

Work Site: EveryMind Twinbrook Rockville Office

The EveryMind Hotline provides supportive listening and crisis support for visitors experiencing mental health challenges in Montgomery County, across Maryland, and across the United States. Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent.

Why Join EveryMind? 

EveryMind is a growing private independent nonprofit organization with 160 employees across 20 locations. We have served the community for almost 65 years by strengthening communities and empowering individuals to reach optimal mental wellness. We were recognized as a Top Place to work in Montgomery County, Maryland by Bethesda Magazine. EveryMind is consistently recognized for being an excellent place to work, offering a positive workplace culture and a competitive compensation package that is meant to provide a great lifework balance.

Our competitive compensation package includes:

• A Competitive Compensation Package
• Medical, dental, and vision insurance options 
• 401K matching benefit
• Highly Generous Leave Schedule (Vacation, Sick, Wellness Days, Holidays, Birthday leave, and much more) 
• Professional Development and Growth Opportunities 
• Employee Assistance Program
• Flexible Schedule
• Referral Bonus Program
• Employee Discount Program
• A Great Place to Work

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

1. Assist with creation of Crisis Hotline Counselor training and development needs through surveys, interviews, focus groups, etc.
2. Assist with creation of multiple forms of Crisis Hotline Counselor skills trainings, including instructor-led trainings, e-learnings, and job aids.
3. Create guides and training materials for Crisis Hotline Counselor skills development.
4. Use Learning Management System to administer training events.
5. Maintain records of training and development activities, results of skill tests and training assessments.
6. Assist with assessment of training materials prepared by instructors
7. Assist with evaluation of training program effectiveness through assessments, surveys, and feedback.
8. Serve as primary training facilitator.
9. Coordinate trainees and training support staff, including Senior Crisis Hotline Counselors throughout new hire training process.
10. Other duties as assigned.

Education:

• Bachelor’s degree OR equivalent years of experience in a related field

Experience:

• At least 1 year of Learning Management System administration experience.
• Minimum of 3 years of learning and development experience including at least two years of training facilitation, and 3 years of instructional design (experience using authoring tools such as Articulate, Camtasia)
• Demonstrated knowledge of group/team dynamics and ability to manage group/team dynamics.
• Familiarity with various communication methods.
• Experience handling confidential information with discretion and tact.
• Instructional design (ADDIE) or facilitation skills certification, preferred.
• Familiarity with behavioral assessments, preferred.
• Formal training in facilitation, instructional design, and experiential learning methods preferred.

Skills:

Strong interpersonal and relationship-building skills. Demonstrated project management skills. Sound judgment and creative/effective problem-solving skills. Attention to detail and demonstration of quality control. Ability to work independently. Excellent written and oral communication skills. Advanced knowledge of Microsoft Office Suite of products (Excel, PowerPoint, Word, Outlook) required. Demonstrated ability to prioritize work and manage time to meet deadlines. Ability to multi-task and work in a fast-paced environment

Abilities:

Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners. Ability to express ideas with clarity, confidence and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines. Familiarity with working and hiring interns and volunteers. Able to supervise multiple people.

Physical and Emotional Demands

The physical and emotional demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.

Due to the nature of the interactions on the Hotline and the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we do not recommend Hotline work if their experience is so recent. 

The employee must be available to perform the duties of the job mostly during core business hours (between 9-5pm, M-F), with flexibility to work evenings or weekends at least 25% of their time. Some flexibility with schedule may be available (evening and/or weekend hours). Employee will work mostly onsite but may work some hours remotely with the approval of supervisor. The employee must pass a criminal background check. Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check. All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to perform all required duties at all times.

*Please note, only complete applications including responses to all application questions will be considered at this time. Thank you.