National Crisis Center Line Intake Support - Miami,FL

Job Description

Job Description

Department/Team: National Crisis Center
Salary: $21.63 per hour during training period.
FLSA Status: Non-exempt
Expected Start Date: November 1, 2026
Location: On-site, Miami, FL.

About Sandy Hook Promise  

Sandy Hook Promise (SHP) envisions a future where all children are free from school shootings and other acts of violence. As a national nonprofit organization, SHP’s mission is to educate and empower youth and adults to prevent violence in schools, homes, and communities. Creators of the lifesaving, evidence-informed Know the Signs prevention programs, SHP teaches the warning signs of someone who may be in crisis, socially isolated, or at-risk of hurting themselves or others and how to get help. SHP also advances school safety, youth mental health, and responsible gun ownership at the state and federal levels through nonpartisan policy and partnerships.    

SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012.    

Commitment to Belonging, Community, Engagement, and Respect  

SHP strives to ensure its culture and work environment reflect the values of belonging, community, engagement and respect.  We actively seek to understand and respond to the diverse perspectives and lived experiences of individuals across socioeconomic backgrounds, rural and urban communities, and diversity of thought, in addition to traditional protected categories. We are committed to ensuring that every SHP employee feels heard, valued, and a true sense of belonging.  SHP encourages individuals who share our commitment to these core values and to our mission to apply.   

About the Role
The National Crisis Line Intake Support will monitor, receive, analyze, triage, and deliver tips submitted to the Center, from school districts across the US. The Crisis Support must utilize critical thinking skills and information-gathering techniques to procure and disseminate the most accurate and actionable information possible to clients. As such, this position requires the ability to conduct thoughtful analyses under pressure and to clearly identify and articulate relevant information with clients and supervisors. The National Crisis Line Intake Support will report to the Crisis Center Assistant Manager, Manager, and Director.

Location, Schedule, and Physical Requirements 
This is a full-time in-person role based at the National Crisis Center in Miami, Florida. The Crisis Center operates 24 hours a day, 7 days a week, 365 days a year , and candidates must be willing and able to provide direct support on-site as needed. Work schedules may include day, evening, overnight, weekend, holiday, and other varied shifts based on operational requirements. Regular overtime, including evenings or weekends, are also available and will be compensated accordingly.

• Physical Requirements  
  • Ability to lift 20–25 lbs. (ex., mail packages, office supplies, etc.).  
  • Ability to stand and walk around the office for short periods. 
  • Ability to operate standard office equipment (copiers, scanners, postage machines). 
  • Applicants must reside within a reasonable commuting distance of Miami, Florida, and demonstrate regular and reliable in-person attendance.
  • Counselors must also be available to travel locally as needed.

Shifts Available
The nature of this role requires full time professional work time and efforts. Availability for all shifts is a must. Additional employment could potentially interfere with the day to day schedule requisites outlined below. Please consider this when applying for the role.

• Morning : 7:30 am - 4:30 pm 
• Daytime : 12:00 pm - 8:00 pm
• Daytime : 12:00 pm-10 pm
• Mid - Shift : 4:00 pm - 1:00 am
• Evening   Shift : 6:00 pm - 3:00 am
• Overnight : 11:45 pm - 8:15 am
• Overnight : 12:00 am - 8:00 am
• Overnight : 12:00 am - 10:00 am

Job Responsibilities Include (but are not limited to):

• Confidently navigate and utilize all tip/alert management platforms including the account management upside (training will be provided).
• Ability to act rationally and decisively in high-stress or time-sensitive situations.
• Understand crisis counseling and effective information gathering basics to create and maintain rapport with tipsters.
• Engage genuinely with end users (tipsters) to build trust and gather information.
• Utilize strong analytical skills to derive pertinent information in support of successful tip outcome.
• Build, promote, and maintain collaborative relationships with the Say Something Anonymous reporting client.   
• Multitask/prioritize responsibilities (work within several different web applications while using effective communication skills at a given time).
• Accurately and concisely communicate with clients, stakeholders, senior management and staff.
• Have a basic understanding of data literacy and willingness to use and refer to data.
• Ensure timely response, analysis, prioritization, processing, and delivery of tips, alerts and their system wide notification platforms.
• Perform regular, in-depth account management, tip audits and peer/self-performance evaluations.
• Promote the values and mission of Sandy Hook Promise, the SS-ARS program.
• Work and collaborate with teammates from across the organization as necessary. 
• Other duties as identified given organizational needs. 

Desired Skills and Experience

• Bachelor's Degree in Social Work, Psychology, Human Services, Criminal Justice, Education, Communications, and/or two years’ experience in related fields.
• Proven analytical, problem-solving, organizational, typing and prioritization skills.
• Outstanding written and oral communication skills (execution of proper English grammar, usage, and mechanics).
• Demonstrated attention to detail and accuracy.
• Self-starter with positive energy and flexibility in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Teams, Word and Excel and other relevant software.
• A commitment to SHP's vision and values.

Benefits and Salary Range
The National Crisis Center is 24/7/365, therefore it is an hourly position with shift differential. The starting rate for the Crisis Line Intake Support is $21.63/hour with an increase in pay once the training period is completed.

• SHP offers a competitive benefits package, including:
  • Unlimited PTO
  • Paid holidays and 10 days sick leave
  • Paid parental leave
  • Health, dental, and vision
  • Employer paid life insurance and short- and long-term disability
  • 401k match
  • Professional development stipend
  • Wellness & mental health support
  • Employer Paid Employee Assistance Program.

Equal Opportunity Employment

SHP is proud to be an equal opportunity employer. We strive to be an employer of choice: where a diverse mix of talented people want to come and do their best work. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other protected characteristic. We are focused on promoting diversity, multiculturalism, and inclusion and believe deeply in having a workforce comprised of people of all beliefs and backgrounds who seek to prevent gun violence and stop the tragic loss of life. Members of all under-represented groups are encouraged to apply.

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