Helpline Coordinator

Job Details

Job Location:

Charleston, WV 25311

Position Overview

The First Choice Services Helpline  Coordinatorconnectscallerswithtreatment services and other supportive resources based on their individual needs.

The First Choice Helpline Coordinator alsoparticipateswithevent preparation, expansion of other program initiatives and activities, maintenance of program documents and interaction with colleagues and community partners.

The First Choice Helpline Coordinator willlearn about all agency programs andassistwith outreach activities.

Helpline Coordinators are characterized by their patience, empathy and helpful natures.

Employees in this position are theinitialpoint of contact for callers and areresponsiblerepresentingthe agency and its mission in their direct interaction with First Choice callers.

Quality service tothose accessing the helpline is expected and delivered in a respectful and ethical manner.

The First Choice Helpline Coordinatoriseager,empathetic and considerate.

• Complete helpline tasks – answer lines/chats, follow-up calls, mailers, obtain and make appointments.
• Gather and exchange information based on the caller’s needs and individual circumstances.
• Communicate information about various appropriate treatment services and available supports without bias.
• Answer incoming calls, texts and chats, and document caller interactions withinthe electronic database as well as within other systems as needed.
• Follow-upwith callers tomonitorand track success, field concerns and provide further information, referral and support as needed.
• Respect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
• Assistin event preparation–assist with binders, printing, and other tasks as needed.
• Assistin expansion of PG prevention and outreach programs including but not limited to mailing information/outreach requests.
• Assistwithmaintaining documents for mailers, printing documents,filingand online document organization.
• Foster relationships with colleagues in the field and other community partners
• Assist with other FCS outreach and learn about FCS programs.
• Provide all services in an ethical manner while maintaining participant dignity.
• Participate in professional development, staff meetings, continuing education, qualityimprovementand performance review as required.
• Provide forthe safety and wellbeing of callers following all applicable mandatedreporterand duty of care standards.
• Adhere to all policies and procedures.

• Assist with other FCS outreach and learn about other FCS programs.

• Lived experience with gambling disorder and/or afour year degree, social services field and experience preferred. High School Diploma or GED equivalent required.
• Experience in crisis intervention.
• Strong written and verbal communication skills.
• Compassion and empathy to appropriately respond to the unique circumstances and needs of all callers.
• Ability to access and document information through computer systems while interacting with callers via text,phoneand chat.
• Good judgment related to managing challenging callers, requesting /support as necessary and handling unique situations.
• High attention to detail.
• Passion for helping othersin the area ofproblemgambling;as well as,suicide prevention, mentalhealthand other addictions.
• Compassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status.
• Ability to work with co‑workers,caller sand administrators in a respectful and cooperative manner regardless of differences in values or opinions.
• Ability to work schedule assigned, which could include evenings, weekends, and holidays.

The requirements listed above are representative of the knowledge,skilland/or ability required.

Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

• Ability to multi-task:
  
  Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or…