Client Access and Helpline Counselor

Client Access and Helpline Counselor

Miami, FL 33181

Overview

Salary Range $26.00 - $26.00 Hourly Position Type Full Time Education Level Bachelor's Degree

Description

Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you'll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you'll have opportunities for personal and professional growth. If you're looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be.

The Client Access & Helpline Counselor serves as a central entry point into services at JCS, integrating intake, information and referral, helpline support, and on-site coordination to ensure a seamless continuum of care. This role bridges the Access and 211 Contact Center functions, supporting individuals and families with needs such as emotional distress, counseling, food insecurity, financial assistance, and other social services. This position improves efficiency, expands access, and ensures consistent coverage while promoting a coordinated, client-centered approach.

The Counselor engages a diverse population, including members of the Jewish and Orthodox communities as well as broader and underserved populations such as immigrants, older adults, and other vulnerable groups. This role requires strong empathy, cultural sensitivity, and the ability to support individuals during times of stress or uncertainty. The Counselor must demonstrate effective de-escalation, emotional support, and triage skills, and works collaboratively with and is supportive of both Access and 211 teams.

All full-time employees are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah, and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, full-time employees help set the standard for involvement and demonstrate our commitment to these meaningful traditions.

SCHEDULE: Sunday through Thursday, 11:00am 8:00pm (with 1 hour unpaid break)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as a primary point of entry for individuals and families seeking services
• Conduct intake assessments using trauma-informed approaches
• Identify needs across behavioral health, financial, food, housing, and social services
• Provide referrals and connect clients to internal and external resources
• Maintain accurate and timely documentation

• Respond to 211 calls providing information and resource navigation
• Assess caller needs and determine appropriate next steps
• Utilize de-escalation skills for individuals in distress
• Triage callers to appropriate crisis services when necessary (non-988)
• Document all interactions in compliance with standards

• Bridge Access and Contact Center functions to ensure continuity
• Support internal handoffs and follow-ups
• Maintain knowledge of programs and community resources
• Ensure a coordinated, client-centered experience

• Ensure staff are not working alone during evening clinical hours, supporting safe operations and enabling scheduling of evening client appointments
• Greet and check in clients and coordinate with clinicians
• Maintain a safe and professional environment
• Collaborate with security staff for safety procedures

• Maintain confidentiality and compliance with HIPAA and agency policies
• Answer multi-line phones and support call routing across Access and 211
• Support data collection efforts, including client surveys and program tracking
• Provide general administrative support to Access and Contact Center teams as needed

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

Qualifications

• Bachelor's degree in Social Work, Psychology, Human Services, or related field, required
• Minimum 23 years of relevant experience assessing client needs and referring to appropriate resources and services
• Experience in intake, call center operations, or behavioral health settings, preferred
• Knowledge of community resources with familiarity/sensitivity of the Jewish/Orthodox Communities
• Bilingual English/Spanish, required
• Strong communication, organizational, and interpersonal skills
• Ability to work with diverse and vulnerable populations
• Demonstrated cultural sensitivity and empathy
• Proficiency in Microsoft Office Suite and data