Hotline Resource Specialist- Contingent

Job Description

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

Essential Functions

• 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.
• Collaborates with internal and external partners, such as law enforcement, shelter staff, and clinical teams, to ensure seamless service delivery and support for clients.
• Coordinates and supports referrals and admissions.
• Maintains accurate documentation and data quality, collecting, reporting, and evaluating client information and activities.
• 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.

Education Requirement

Two years of college, or equivalent education and experience, required. Bachelor's Degree in Social Work, preferred.

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.

Experience

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