Bilingual Crisis Hotline Specialist – Part-Time

• Staff a 24/7 crisis hotline serving callers from Prince George’s County, Maryland, and across the nation
• Provide counseling, information, and referrals to callers
• Support Spanish-speaking callers seeking shelters, health and human services, emotional support, or suicide-safety assistance
• Assess each caller’s presenting problem, support systems, coping skills, and emergency level to determine appropriate intervention
• Complete accurate statistics sheets and required homeless, protective services, suicide, and regular caller forms
• Maintain caller and agency confidentiality
• Read communication logs and other available data to stay updated
• Complete clerical work as needed
• Communicate problems to supervisors when necessary
• Follow hotline policies and procedures and use Language Line as needed
• Attend scheduled in-services and meetings
• Maintain continuous phone coverage and help maintain 24/7 shift coverage
• Report for duty as essential personnel
• Acknowledge the Standards for Excellence:
  An Ethics and Accountability Code for the Nonprofit Sector
• Perform other duties consistent with the position and necessary for efficient CCSI operations

• Fluent in English and Spanish (required)
• Successful completion of Initial Crisis Intervention Training
• Completes ASIST Training
• High School Diploma/GED
• Must have a computer/laptop, high-speed internet and a quiet workspace
• Must reside within 50 miles of Hyattsville, MD
• Able to travel to the Maryland headquarters for in-person training and meetings
• Must be able to participate in and complete mandatory orientation and training during the first 6 weeks of employment
• Successful use of Language Line and TTD services
• Demonstrated written and speaking proficiency in English and Universal Spanish
• Must pass a language test and oral proficiency interview
• Strong written and verbal communication skills
• Proficient in using telephones, computers (PC), laptops, software, and email
• Able to work holidays, evenings, and weekends as required
• Reliable and punctual, with ability to adhere to call-center schedules
• Able to work independently and collaboratively as part of a professional team
• Strong analytical and problem-solving skills
• Able to manage multiple tasks while maintaining accuracy and composure in distracting and urgent situations

Demonstrates fluency in English and Spanish, with strong written and verbal communication skills. Proficient in crisis intervention techniques and able to manage multiple tasks in high-pressure situations while maintaining confidentiality and adhering to hotline policies.

• Fluent In English And Spanish
• Crisis Intervention Training
• ASIST Training
• Strong Analytical And Problem-Solving Skills
• Proficient In Using Telephones And Computers

• Crisis Intervention Techniques
• Language Line Usage
• TTD Services Proficiency
• Statistical Reporting
• Clerical Work

• Strong Written And Verbal Communication Skills
• Ability To Work Independently And Collaboratively
• Reliable And Punctual
• Ability To Manage Multiple Tasks
• Composure In Urgent Situations

• High School Diploma/GED
• Crisis Intervention Training
• ASIST Training

• Crisis Hotline
• Confidentiality
• Emergency Intervention
• Nonprofit Sector Standards
• Call-Center Operations

• Computer
• Laptop
• High-Speed Internet
• Email Software