Crisis Hotline Call Center Specialist

OhioGuidestone is the state’s leader in community behavioral health care, serving around 26,000 Ohioans each year. We are a 24-hour, 7-day-a-week facility providing crisis interventions, information, and referral services to callers.

About the role

This is an on-site, part-time Call Center Specialist position in the Napoleon, OH area. The role reports to the Program Manager and is responsible for addressing all contacts made to the Crisis Care and Counseling Center Hotline. Hours are 8am–8pm or 8pm–8am on Saturdays and Sundays, with opportunities to pick up additional hours.

Responsibilities

• Exhibit excellent written and verbal communication with all staff, clients, and contacts
• Demonstrate the ability to advocate for positive quality care for callers
• Provide positive reinforcement and confront inappropriate behavior
• Complete documentation of pertinent facts about physical/emotional behavior reported by callers in a timely manner and in compliance with agency standards
• Manage call volumes effectively
• Answer all calls and aid consumers in determining needs
• Assess caller status to determine appropriate care
• Provide callers with information, referrals, or crisis assistance as needed
• Advocate for callers who are unable to do so for themselves
• Respond, as necessary and trained, to effectively de-escalate clients who are at risk of harming themselves and/or others
• Communicate with community programs and providers to aid callers
• Navigate and utilize the call center database
• Create and update caller records per agency requirements
• Abide by expectations of professional conduct, code of ethics, and other practices and procedures
• Maintain confidentiality of client records in accordance with agency policy and HIPAA laws and regulations
• Follow all agency policies and procedures and consult with supervisor if further clarification is needed
• Perform job duties in a manner that’s friendly, considerate, and aligned with the agency’s Mission, Vision, and Standards of Ethical Conduct
• Work holidays, evenings, weekends, or alternate shifts to cover needs
• Be willing to work with little advance notice in order to meet agency demands during crisis
• Organize and plan work for maximum efficiency and effectiveness
• Utilize IT systems and software programs in accordance with agency policy
• Utilize time off in a manner consistent with agency policy
• Perform other duties as deemed necessary and appropriate by supervisor

Requirements

• Ability to learn and utilize the agency’s Electronic Health Record database and other electronic tools effectively and efficiently within 90 days of hire
• Demonstrate a current knowledge of mental health practices
• Demonstrate excellent interpersonal and customer service skills
• Demonstrate a knowledge of community resources and partnerships available for persons served
• Demonstrate the ability to effectively function as an OhioGuidestone team member
• Demonstrate the ability to effectively manage multiple tasks concurrently
• Possess and demonstrate effective organizational skills
• Demonstrate the ability to customarily and regularly exercise discretion and good professional judgment
• One year of experience in a human service-related setting preferred
• Experience working in a call center seen favorably
• Experience with the chronically or mentally ill, or those with SUD disorders
• Associates degree in a health-related field preferred

Physical Demands

• Ability to lift up to 25 pounds
• Ability to sit or stand for long periods of time
• Ability to perform job responsibilities in facilities with multiple levels and without elevator or mechanical transportation
• Ability to operate a computer and keyboard

Working Conditions

• 24-hour, 7-day-a-week facility
• On-site position

Benefits

• Stable non-profit organization with 160+ year track record
• Clear career ladder for development path in various roles
• Opportunity to earn monthly bonus (select clinical/therapist and BHS roles only)
• Competitive medical benefits including a low-premium medical plan option for employee or employee + children
• Free CEU trainings
• 10 paid holidays (some are exchangeable)
• Flexible work schedules to support work/life balance
• Flexible work opportunities to support varying career paths, job roles, intern-to-hire, and locations
• 401(k) with employer match option
• Employment Assistance Program (EAP)
• Mileage reimbursement
• Free licensure supervision
• Recognition and rewards