Information & Referral Specialist (Part-Time & Full-Time)

Information & Referral Specialist

Community Crisis Services, Inc. seeks Information & Referral Specialists to staff our hotline serving callers in need from Prince George's County, the state of Maryland, and across the nation. Specialists provide assessment of client needs, screen for program eligibility, provide crisis support, and track outcomes to ensure clients receive the necessary support in a non-judgmental manner. Provides referral and completes all paperwork including intake forms and statistics forms.

Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and the utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. The position has the potential to be mostly performed remotely, as this is a hybrid position. Staff must reside in either the District of Columbia, Maryland or Virginia.

* Candidates must be able to participate in and complete mandatory in-person orientation and training during the first 6 weeks of employment.

Available shifts:

• Full-time and Part-time positions
• Weekdays
• Multiple Shifts:
• 8-hour Shifts
• 8 am-4 pm
• 12 pm-8 pm
• 4-hour Shifts
• 8 am-12 pm
• 12 pm- 4 pm
• 4 pm- 8 pm

Qualifications:

• Successful completion of Initial Crisis Intervention Training
• Completes safeTALK, ASK, and Mental Health First Aid
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member
• Successful use of Language Line and TTD services
• High School Diploma/GED
• Must have a computer/laptop, high-speed internet and a quiet workspace

Responsibilities:

• Thoroughly and accurately complete statistics sheet on each call. Completes homeless forms, protective services forms, suicide forms, regular caller forms etc. when required
• Keeps updated by reading the communication log and other data available
• Completes clerical work as needed
• Communicates problems to supervisors when necessary
• Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
• Maintains confidentiality of callers and agency
• Provides counseling, information and referrals to callers
• Attend in-services and meetings as scheduled
• Does not leave the phones unattended under any circumstances (leaving the building)
• Contact supervisors in case of emergency
• Maintains work station
• Works holidays as needed, assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel
• Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
• Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI

Required Skills and Abilities:

• Demonstrates maturity and empathy, consistently providing attentive, courteous, and informative service.
• Demonstrates exceptionally strong written and verbal communication skills.
• Excellent oral and written communication skills in English to convey information and ideas effectively.
• Gives full attention to others, asks appropriate questions, and actively listens to ensure understanding.
• Maintains a positive outlook, rebounds quickly from frustrations, and keeps a friendly demeanor in stressful situations.
• Confidently works independently while effectively collaborating as part of a professional team.
• Demonstrates a systematic approach to tasks and assignments.
• Possesses strong analytical and problem-solving skills, identifying and addressing issues by following proper procedures.
• Reliable and punctual, with a strong ability to adhere to schedules based on call center needs.
• Consistently follows call center program policies and procedures.
• Proficient in using technology, including telephones, computers (PC), laptops, software, and email.
• Manages multiple tasks simultaneously, maintaining accuracy and composure in distracting and urgent situations.

Work Conditions:

• Holidays, evening and weekend coverage required, depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations, potential exposure to aggressive encounters via telephone.

Benefits:

• Health & Vision Insurance (Full-Time Status)
• Dental Insurance (Full-Time Status)
• Life & Disability Insurance (Full-Time Status)
• 401(k) Retirement Services
• Employee Assistance Program
• Flexible Spending Account
• Holiday Premium Pay
• Paid Time Off
• Referral Program
• Perks at Work

Equal Employment Opportunity:

Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.