[Remote] Remote Crisis Contact Center Specialist
Note: The job is a remote job and is open to candidates in USA. VIA LINK, Inc. is a nonprofit organization that provides a range of services to the people of Louisiana, including emotional support and crisis intervention. They are seeking Full-Time Remote Contact Center Specialists to provide confidential support and resources to individuals in crisis through phone, text, and chat services.
Responsibilities
- Understanding and following all established procedures and recognized best practices
- Employing active listening techniques to assist callers in de-escalating from mental health issues/concerns
- Providing appropriate response to caller needs by following the VIA LINK crisis intervention model
- Providing critical resources and support to individuals in crisis
- Following all VIA LINK contact center procedures and personnel policies
- Accurately completing call reports and contact documentation at the end of each call and shift
- Working occasional holidays and unscheduled hours as needed
- Working effectively as part of a team
- Actively participating in required trainings in order to support individual professional development and the integrity of agency programs
- Protecting confidentiality of agency location, software, records, etc
- Troubleshooting minor tech issues, as this is a remote, computer-based position
Skills
- Weekday and weekend availability REQUIRED
- Ability to maintain regularly scheduled full time shifts, either night shift, day shift, or a combination of the two
- Reliable laptop/computer with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via web-based video conferencing)
- Have a private and confidential space to conduct work
- Excellent computer skills, including the ability to complete and submit online reports, use multiple forms of digital communication, and utilize internal search databases
- Excellent verbal and written communication, including the ability to effectively communicate with callers, co-workers, and supervisors
- Excellent interpersonal skills, ability to empathize with others and maintain a non-judgmental attitude
- Must be able to work under pressure and meet deadlines, while maintaining a growth-oriented attitude and provide exemplary support to callers
- Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and employ standard best practices
- Collaborate well with others
- Minimum 6 months related experience preferred
- Prior Social Service experience preferred
- Bilingual: Spanish or Vietnamese
- Bachelor's or Master's degree in a human service field
- Familiarity with Gmail and Google Drive
Company Overview