VideoPhone Hotline Specialist – American Sign Language

• Provide short-term crisis intervention counseling, assessment services, information, and referrals to Deaf/Hard of Hearing callers
• Provide effective communication on 988 Videophone
• Thoroughly and accurately complete statistics sheets and required homeless, protective services, suicide, and regular caller forms
• Read the communication log and other available data to stay updated
• Multitask between call routing and video-based technology
• Complete clerical work as needed
• Communicate problems to supervisors when necessary
• Abide by hotline policies and procedures and maintain caller and agency confidentiality
• Attend in-services and meetings as scheduled
• Maintain continuous videophone coverage during shifts
• Work holidays as needed and assist in maintaining 24/7 shift coverage
• Acknowledge receipt of the Standards for Excellence:
  An Ethics and Accountability Code for the Nonprofit Sector
• Assist in promotional events for the 988 Videophone
• Perform other duties consistent with the position and necessary for CCSI operations

• Must be FLUENT in American Sign Language (There will be an assessment of ASL Level)
• Successful completion of Initial Crisis Intervention Training
• Complete Applied Suicide Intervention Skills Training (ASIST), Assessing Suicide in Kids (ASK) and Mental Health First Aid (MHFA) Training within 6 months of employment
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member
• Successful use of Language Line and TTD services
• High School Diploma/GED
• Must have a computer/laptop, high-speed internet and a quiet, private workspace
• Candidates are required to reside within a 50-mile radius of the Hyattsville headquarters in the DMV metropolitan area
• Ability to participate in on-site orientation and training
• Ability to work holidays, evening, and weekend coverage as required
• Ability to sit for long periods of time
• Use of hands to handle, control or feel objects, tools or controls
• Long periods of looking at a computer screen
• Ability to repeat the same movements
• Knowledge of principles and processes for providing customer service
• Ability to communicate information
• Ability to work with diverse staff and client population
• Ability to multitask and stay calm in a stressful environment

Fluency in American Sign Language and successful completion of crisis intervention training are essential for providing effective communication and support to Deaf/Hard of Hearing callers. Strong multitasking abilities and a commitment to confidentiality and ethical standards are critical in maintaining service quality in a high-pressure environment.

• Fluency in American Sign Language
• Crisis Intervention Training
• Applied Suicide Intervention Skills Training (ASIST)
• Mental Health First Aid (MHFA) Training
• Customer Service Principles

• Crisis Intervention Counseling
• Assessment Services
• Videophone Communication
• Clerical Work
• Data Entry
• Multitasking
• Confidentiality Maintenance
• Statistical Reporting
• Call Routing
• Use of Language Line

• Effective Communication
• Non-Judgmental Attitude
• Team Collaboration
• Self-Initiative
• Stress Management

• High School Diploma/GED
• Crisis Intervention Training
• Applied Suicide Intervention Skills Training (ASIST)
• Mental Health First Aid (MHFA)

• Deaf/Hard of Hearing Services
• Crisis Intervention
• Ethics and Accountability Code
• 24/7 Shift Coverage
• Promotional Events

• Videophone
• Computer/Laptop
• High-Speed Internet
• TTD Services