Heart Line Relatable Responder (Juvenile Justice Focused)

Position Overview

The Heartline is a statewide warmline call center service for young adults impacted by the child welfare system of NYS. The goal of the program is to offer youth in both congregate and community placements direct access to ‘lived expert’ peers who can listen through relatable connections and refer to community-based resources. The Heartline Relatable Responder will be responsible, through lived and professional expertise, to empathetically guide, support, empower, actively listen, and offer compassionate resource connections to the young adult callers of the Heart Line. The Heartline Relatable Responder will operate within a team model and will be responsible for answering incoming calls, 1:1 caller engagement, resource navigation, structured documentation & data collection, teambuilding activity involvement, and present to stakeholders on program performance & network with statewide agencies to promote launch of The Heartline program. The Relatable Responder will perform job duties remotely with high levels of communication with fellow Relatable Responders as well as the Program Supervisor. Please note; candidate must have personal and/or professional experience supporting youth impacted by the juvenile justice system.

Position Qualifications

First-hand lived experience in the juvenile justice system and an understanding of the challenges youth experience navigating the justice system. Empathetic, patient, & validating phone etiquette skills. Demonstrate strong program initiative, creativity & compassion while supporting callers. Strong computer literacy skills required. Demonstrate experience in group work facilitation, peer support and/or tele-support services. Strong documentation collection skills. Demonstrate understanding of the causes and concerns that child welfare impacted youth in NYS experience. Demonstrate understanding of the complex issues facing Black and Latino adolescents. Ability to work effectively as a representative for the organization, team member and independently through public presentations and program assignments. Ability to establish and maintain effective relationships with callers, staff and stakeholders. Demonstrate ability to effectively use a multi-cultural approach in working with youth of different backgrounds and experiences. Excellent oral and written communication skills. Demonstrate strong integrity and empathetic care while providing healing-based services.

The Children’s Village does not discriminate against any employee, prospective employee or contractor because of race, color, religion, sex, sexual orientation, gender identity, gender expression, creed, age, national origin, citizenship status, physical or mental disability, marital status, veteran status, genetic predisposition, domestic violence victim status, criminal conviction history or any other protected classification under federal, state or local law.