[Remote] Remote Crisis Contact Center Specialist

Note: The job is a remote job and is open to candidates in USA. VIA LINK, Inc. is a nonprofit organization that provides a range of services to the people of Louisiana, including emotional support and crisis intervention. They are seeking Full-Time Remote Contact Center Specialists to provide confidential support and resources to individuals in crisis through phone, text, and chat services.

Responsibilities

• Understanding and following all established procedures and recognized best practices
• Employing active listening techniques to assist callers in de-escalating from mental health issues/concerns
• Providing appropriate response to caller needs by following the VIA LINK crisis intervention model
• Providing critical resources and support to individuals in crisis
• Following all VIA LINK contact center procedures and personnel policies
• Accurately completing call reports and contact documentation at the end of each call and shift
• Working occasional holidays and unscheduled hours as needed
• Working effectively as part of a team
• Actively participating in required trainings in order to support individual professional development and the integrity of agency programs
• Protecting confidentiality of agency location, software, records, etc
• Troubleshooting minor tech issues, as this is a remote, computer-based position

Skills

• Weekday and weekend availability REQUIRED
• Ability to maintain regularly scheduled full time shifts, either night shift, day shift, or a combination of the two
• Reliable laptop/computer with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via web-based video conferencing)
• Have a private and confidential space to conduct work
• Excellent computer skills, including the ability to complete and submit online reports, use multiple forms of digital communication, and utilize internal search databases
• Excellent verbal and written communication, including the ability to effectively communicate with callers, co-workers, and supervisors
• Excellent interpersonal skills, ability to empathize with others and maintain a non-judgmental attitude
• Must be able to work under pressure and meet deadlines, while maintaining a growth-oriented attitude and provide exemplary support to callers
• Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and employ standard best practices
• Collaborate well with others
• Minimum 6 months related experience preferred
• Prior Social Service experience preferred
• Bilingual: Spanish or Vietnamese
• Bachelor's or Master's degree in a human service field
• Familiarity with Gmail and Google Drive

Company Overview