Helpline Specialist Evening Shift

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• EVENING SHIFTS AVAILABLE
• 2PM- 10PM
• 3PM-11PM

Note:

This position is not a remote role. All work must be performed onsite at our designated location(s). Remote work is not available for this position at this time.

Provides critical support in answering calls, chats, and text messages for various helplines, including the 988 Lifeline, Substance Use, Problem Gambling, and Suicide Prevention services. This role involves engaging with individuals in crisis, conducting intake assessments, offering emotional support, and referring them to appropriate resources. The Helpline Specialist must maintain professionalism, accuracy in documentation, and follow all protocols while providing compassionate assistance to those in need.

Team Lead/Shift Supervisor

• Answer all calls, chats, and text messages in a friendly and professional manner.
• Engage with individuals in crisis, providing emotional support and crisis intervention according to established protocols.
• Complete thorough intake assessments and create records for all eligible contacts, ensuring all information is accurately logged.

• Complete intake forms, shift reports, and all required documentation accurately and promptly.
• Maintain accurate data entry into the helpline's system, such as iCarol and File Maker Pro , ensuring the confidentiality of sensitive information.
• Report any operational or technical issues to supervisors in a timely manner.

• Provide with appropriate referrals to resources listed in the Resource Directory, including mental health services, treatment facilities, and support groups.
• Prepare and send mail-out materials as requested by callers or team members.
• Follow up with callers to ensure that they received the necessary support or resources.

• Offer guidance and support to other Helpline Specialists, sharing knowledge and assisting with difficult cases.
• Participate in ongoing training and continuing education programs to maintain certification and stay updated on best practices in crisis intervention.
• Assist in maintaining a clean, organized working environment for the team.

• Adhere to all LACG Helpline policies and procedures, ensuring the confidentiality of all caller interactions and records.
• Follow protocols for crisis management, suicide prevention, and referrals in a compliant manner.
• Participate in training modules and continuously improve skills related to crisis intervention, de‑escalation, and mental health awareness.

• Be available to work assigned shifts, which may include evenings, weekends, and overnight shifts, as the Helpline operates 24/7.
• Adapt to alternate work spaces or environments should an emergency or disaster occur.

• Enroll in the Crisis Hel Specialist Certification Program after 1 year of employment and work toward obtaining certification.
• Continuously demonstrate skills learned through LACG training programs, ensuring excellence in service delivery.