Remote Bilingual Specialist EMPACT

What You’ll Do

In this position, the Bilingual Hotline Specialist will provide remote (from home) crisis phone interventions for callers to suicide hotline. Additionally, for the calls received, they will make appropriate referrals for available services. Must pass both a written and verbal Spanish Language Proficiency Test (English/Spanish). Must be an Arizona resident.

• Answer all phone lines in a timely and professional manner while meeting agency goals of efficiency and customer satisfaction
• Effectively assess clinical situations and needs of all callers.
• Provide safe and effective clinical interventions to all callers.
• Complete clinical documentation thoroughly, clearly, and accurately, including information critical to data collection and reporting to funders. Forward internal referrals to the appropriate program(s) with all required information in a timely manner.
• Work collaboratively with internal and external clients/customers. Maintain a positive attitude and flexibility to assist others.
• Will be required to work beyond shift with no advance warning if the crisis situation warrants or if required paperwork is not complete at shift end.
• Attend all required meetings and training, even if they fall outside of the regularly scheduled shift. Evening and night hours may be required.
• Assist the hotline clinical coordinator in training new staff.
• Prior to using downtime for personal business, staff will be required to ensure all program forms are stocked, the hotline area is clean and organized, required reading is completed, and to complete any project to benefit Crisis and/or other departments within the agency as required by a supervisor.
• Attend in-person meetings, training, and agency activities and events outside of regularly scheduled work hours upon request.

• Bachelor’s Degree in Counseling, Social Work, or related field required.
• Minimum of 3 years of experience in the behavioral health field.
• Crisis, call center, and chat & text experience preferred.
• Experience in the mental/behavioral health field preferred.
• Demonstrated ability to remain calm in stressful situations and collaborate/work in a team environment.
• Spanish/English bilingual needed. Bilingual Differential Pay per hour.
• A fingerprint clearance card is required or eligibility to obtain one.

• Excellent oral and written communication skills.
• Proficient in the use of technology including chat & text functions.
• Clear and effective communication.
• Strong customer service.
• Strong problem‑solving and analytical skills.
• Ability to document detailed information.
• Ability to multi‑task.
• Demonstrated ability to remain calm in crisis situations, work independently and cooperatively, recognize personal limitations, and relate positively and with empathy to all persons regardless of age, race, creed, gender, or sexual orientation.
• Maintain professional conduct consistent with ethical professional practice and the policies and procedures of the agency.
• Maintain a professional demeanor while working remotely (from home) and positive working relationships with internal and external team members, stakeholders, and community and business partners.

• Generous PTO
• 10 paid holidays per year
• Medical plans (4 choices)
• Dental plans (2 choices)
• Vision plans (2 choices)
• 403(b) retirement plan
• Retirement Allowance
• Company paid Life/AD&D and Long‑term Disability
• Voluntary additional Life and Short‑term Disability
• Tuition Reimbursement
• Licensure Reimbursement
• Elder Care assistance
• Pet Insurance and much more!

EMPACT-SPC is licensed by the Arizona Department of Health Services and accredited by the American Association of Suicidology (AAS) and The Commission on Accreditation of Rehabilitation Facilities (CARF).

EMPACT‑SPC/La Frontera Arizona provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state…