We have a wonderful opportunity for a Bilingual Call Specialist English/Spanish in 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 QUALIFICATIONS: 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! Benefits include employer paid Medical, Dental, Vision, Life Insurance, Long Term Disability and Employee Assistance Program. For consideration, please submit cover letter and resume to and be sure to reference the position name in the subject line and/or cover letter: FAX: 408-244-4022 Email: email@example.com
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