VideoPhone Hotline Specialist - American Sign Language

Videophone Hotline Specialist

Community Crisis Services, Inc. seeks Videophone Hotline Specialists who speak American Sign Language to staff our 24/7 hotline serving callers in need from Prince George's County, the state of Maryland, and across the nation. Specialists provide short-term crisis intervention counseling, assessment services, information, and referral to Deaf/Hard of Hearing callers in a non-judgmental manner. Provides referrals and completes all paperwork.

Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and 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 and be able to attend in-person training.

Available shifts:

• Full-time and Part-time positions
• Weekdays and weekends
• Multiple Shifts:
• Day (8am-4pm)
• Evening (4pm-12am)
• Overnight (12am-8am)

Qualifications:

• Must be fluent in American Sign Language (There will be an assessment of ASL Level)
• Successful completion of Initial Crisis Intervention Training
• Completes ASIST Training
• 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 private workspace

Responsibilities:

• Administrative/Hotline Counselor Duties
• Provide effective communication on 988 Videophone
• 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
• Multi-task between call routing and video-based technology
• Completes clerical work as needed
• Communicates problems to supervisors when necessary
• Abides by all hotline policies and procedures, has good communication skills, shows empathy to all callers/clients
• Maintains confidentiality of callers and agency
• Provide counseling, information and referrals to callers
• Attend in-services and meetings as scheduled
• Does not leave the videophone unattended under any circumstances during shift (leaving the work location)
• Works holidays as needed and 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
• Assist in promotional events for the 988 Videophone as they happen.
• 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:

Work Environment and Physical Requirements:

Physical Requirements:

• Position requires sitting for long periods of time
• Use of hands to handle, control or feel objects, tools or controls
• Long periods of looking at computer screen
• Repeat the same movements

Education and Experience Qualifications Required:

• Successful completion of Initial Crisis Intervention Training
• Completes Applied Suicide Intervention Skills Training (ASIST), Assessing Suicide in Kids (ASK) and Mental Health First Aid (MHFA) Training within 6 months of employment
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
• High School Diploma/GED

Knowledge, Skills and Abilities Required:

• Knowledge of principles and processes for providing customer service
• Ability to communicate information
• Ability to work with diverse staff and client population
• Ability to multitask and stay calm in a stressful environment

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 (FT Status)
• Dental Insurance (FT Status)
• Life & Disability Insurance (FT 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Community Crisis Services, Inc