Hotline Resource Specialist

Schedule

Hours vary week to week, total hours per week will be 40 hours.

Responsibilities

Provides crisis intervention, intake assessment, and referral services to individuals calling into the crisis hotline. Supports access to appropriate community-based resources and services.

• Provides crisis intervention and hotline support, answering calls and responding to inquiries and concerns with compassion and clinical skills.
• Conducts intake and eligibility assessments and connects callers with appropriate resources and services.
• Coordinates and supports referrals and admissions.
• Maintains accurate documentation and data quality, collecting, reporting, and evaluating client information and activities.
• Collaborates with internal and external partners, such as law enforcement, shelter staff, and clinical teams, to ensure seamless service delivery and support for clients.
• Participates in follow-up calls and encourages discharged clients to engage in ongoing services using motivational interviewing techniques.
• Enters data into various record-keeping systems as needed.

Qualifications

• Two years of college, or equivalent education and experience, required.
• Bachelor's Degree in Social Work, preferred.
• One year of experience providing intake or crisis services, preferred.
• Relational database experience, preferred.

Physical Requirements:

• OCCASIONALLY: Bend/twist, Climb stairs/ladder, Flexing/extending of neck, Lifting / Carrying: 0-10 lbs, Lifting / Carrying: 11-20 lbs, Lifting / Carrying: 21-40 lbs, Pushing / Pulling: 0-25 lbs, Pushing / Pulling: 26-40 lbs, Reaching above shoulder, Squat/kneel, Standing, Walking
• FREQUENTLY: Hand use: grasping, gripping, turning, Repetitive hand/arm use
• CONTINUOUSLY: Audible speech, Color vision, Computer skills, Decision Making, Depth perception, Hearing acuity, Interpreting Data, Peripheral vision, Problem solving, Seeing – Far/near, Sitting

Skills

• Effective verbal and written communication, interpersonal, and documentation skills.
• Working knowledge of relevant community resources and services.
• Effective problem-solving and conflict management skills.
• Ability to quickly assess and prioritize information received.
• Flexibility and ability to manage multiple demands in a fast-paced environment.