VIA LINK JOB DESCRIPTION

 

Position Title:  Part-Time Contact Center Specialist

 

Accountability: Contact Center Supervisory Team

 

Function

Contact Center Specialists provide callers with free, confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy.  Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work occasional holidays as part of a team rotation.  Specialists will receive extensive training in crisis counseling, information & referral, and suicide intervention.  Specialists must be willing to be trained in doing this work via phone, text and chat.

 

Responsibilities

1. Employ active listening techniques to assist callers in de-escalating from emotional crises
2. Provide appropriate response to caller needs by following the VIA LINK crisis intervention model
3. Provide critical resources and support to individuals in crisis
4. Follow all VIA LINK contact center procedures and personnel policies
5. Accurately complete call reports and contact documentation
6. Work occasional holidays and unscheduled hours as needed
7. Work effectively as a team member
8. Actively participate in required trainings in order to enhance professional self and aid in program development
9. Perform other related tasks as requested
10. Protect confidentiality of agency location, software, records, etc.

 

Minimum Qualifications

1. Preference is given to applicants with social service experience and/or a bachelor’s or master’s degree in a human service field.
2. Excellent computer skills including the ability to type and use a keyboard and mouse
3. Ability to speak, write, and comprehend English is necessary because services are provided by telephone and may involve emergency situations. The precise use of words and tone can be critical in understanding a caller’s situation.
4. Preference given to bilingual Spanish or Vietnamese

5. Excellent interpersonal skills, ability to empathize with others, motivation to help people, and a non-judgmental attitude

 

Requirements

1. Successful completion of all Contact Center Specialist training sessions provided by VIA LINK
2. Reliable means of transportation
3. Available to work any of the following shifts: Mon-Fri evenings from 3pm-11pm, Mon-Fri overnight shifts from 11pm-7am, and weekend shifts from 7am-3pm, or 3pm-11pm, or overnights from 11pm-7am
4. Ability to work at least 1 overnight shift a week, from 11pm-7am
5. Ability to work unscheduled hours when necessary
6. Ability to work in disaster situations.

 

Training and Supervision

Contact Center Specialists must successfully complete a training program provided by VIA LINK before answering calls independently.  Contact Center Specialists receive in-service trainings as well as supervision and regular evaluations.

 

Application Instructions

Please email your resume to [email protected].