We have a wonderful opportunity for a Call Specialist (Bilingual: English/Spanish) – Contact Cares/Centralized Intake. The full time Call Specialist for Contact Cares/Centralized Intake handles high risk/crisis calls and provides specialized support and intake services to clients who call. Also, provides support to volunteer Telephone Counselors assigned to the program.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Assist Program Manager as instructed
Responds timely and appropriately to crisis calls and follows all applicable protocols and timelines
Provides phone intake to clients seeking BWC services
Specialized in handling TAY and SOS crisis calls and intakes
Responsible for reviewing TAY and SOS intakes completed by volunteers before they are sent to consultants
Assists with volunteer scheduling to ensure phone coverage during program operating hours
Assists in development and implementation of volunteer recruitment and retention strategies
Provides feedback to Program Manager on volunteer performance
Responsible for data collection and data entry using BWC’s electronic health record system. Compiles and updates caller information
Responsible for maintaining the volunteer picture board
Provides crisis intervention for callers following appropriate procedures and guidelines
Assists with event planning and preparation
Assist with Contact Cares trainings for volunteers
Participate in community outreach and facilitate presentations to market crisis lines and services
Performs general administrative duties as required
Covers shifts as required
Attends required agency and program meetings
Participate in agency Program Quality Improvement activities and initiatives
Participate in agency Safety initiatives and proactively report safety issues to management immediately
Regular attendance is a requirement of the position
Flexible schedule for some nights and weekends when needed
Other duties as assigned
AA preferred; or high school diploma plus one to three years related experience and/or training; or equivalent combination of education and experience.
Experience working with a culturally diverse population required.
Regular attendance is a requirement of the position.
Current CPR and First Aid Certification required (or complete within 30 days of hire).
Valid California driver’s license with access to a personal vehicle with current insurance that can be used for company business.
Fingerprinting/background check as required by the Department of Justice and/or Title XXII regulations.
SALARY RANGE: Depending on experience plus 10% language differential for bilingual communication skills!