Remote Call Center Hotline Specialist EMPACT
Job description
**Sign-on incentives offered up to $5000 for new hires (amount varies with position)**
In this remote position, as a Hotline Specialist or Therapist (depending on level), you will support callers that call our suicide hotline by providing crisis phone interventions to military veterans, service members, and their families involved Additionally, you will use your experience to recommend the appropriate referrals for available services. This is a full-time remote role.
What you’ll do:
Essential Responsibilities:
-
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.
- Monitor call-in times for clients placed on a 72-Hour Suicide Watch or Safety Follow-Up.
- Will be required to work beyond his/her shift with no advance warning if the crisis situation warrants or if required paperwork is not complete at the end of the shift.
- 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.
What you’ll provide:
Bachelor’s Degree in Psychology, Counseling, Social Work, or a directly related field is required for Specialist roles.- Minimum of 5 years experience in the behavioral health field.
- Crisis Experience preferred.
- Experience working with Veterans and Veteran family members preferred.
- Passion for working in support of Military Veterans, their families, and our military.
What you’ll experience:
- The typical work environment will be at an EMPACT office, working indoors.
- Employees must be able to lift up to 25 pounds at times.
- Occasional travel to training and out-of-state locations may occur as needed.
- The possibility to work from home may be necessary.
What we'll offer:
(Full-time employees)
- Generous PTO (15 days the first year)
- 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
- 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 or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
All employees of EMPACT-SPC and La Frontera Arizona are employees "at will" as that term is understood in the State of Arizona. This means that employment may be terminated at any time without prior notice and for no stated reason.
EMPACT-SPC/La Frontera Arizona reserves the right to modify position descriptions as needed and without notice. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.
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