Helpline Online Emotional Support Coordinator

Job Description

Job Description

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Job Summary:
The Helpline OESC is responsible for the development, delivery, and oversight of training programs supporting helpline services, including gambling, substance use, and 988 chat and text modalities. This is accomplished through training and quality improvement engagement with helpline specialists and administrative staff. This role ensures staff are equipped with the knowledge and skills necessary to provide high-quality, crisis-informed support.

Supervised by: LACG Helpline Director of Quality

Job Duties and Responsibilities:

• Deliver comprehensive training to new staff on helpline competencies, including:
  
  • Active listening
• • Crisis intervention
• • Resource navigation and referrals for individuals in crisis
• • Basic call/chat/text documentation
• Facilitate ongoing training for experienced staff, including:
  
  • Annual required programmatic training courses
• • Skill enhancement sessions
• • Education on emerging trends, populations, and service needs
• Develop, maintain, and regularly update training materials and manuals to ensure alignment with best practices, organizational standards, accreditation requirements, contractor guidelines, and feedback
• Maintain accurate records of all internal and external training courses in accordance with organizational policies and compliance requirements
• Collaborate with Operations and Human Resources to:
  
  • Identify hiring needs based on an individuals training progress
• 
  
  • Define candidate qualifications
• • Support onboarding processes
• Provide direct supervision and support to trainees during their initial training and onboarding period including payroll, attendance, and corrective action needs
• Oversee and manage learning systems and platforms used across service lines and communication modalities (call, chat, text)
• Conduct quality reviews of trainee performance and contribute to continuous quality improvement initiatives
• Complete a monthly and quarterly report of QI outcomes for identifying strengths and training needs

Qualifications:

Education and Experience:

• Bachelors Degree in Human Resources, Social Work, Psychology, Education, or a related field. Additional certifications in training or counseling are a plus but not necessary.
• 2-3 years of experience in training or employee development, preferably within mental health, substance abuse treatment, or addiction recovery.
• Experience working with crisis intervention or addiction recovery programs is highly desirable.

Skills and Competencies:

• Strong communication skills (verbal and written).
• Excellent organizational skills to manage multiple training programs and timelines.
• Leadership abilities with a focus on mentoring and coaching staff.
• Cultural competence and the ability to develop trauma-informed training content.
• Analytical skills to evaluate training effectiveness and modify programs as necessary.
• Proficiency with technology, including LMS, video conferencing platforms, and crisis management tools.

Additional Skills:

• Empathy and sensitivity to the challenges faced by individuals in crisis or recovery.
• Ability to manage feedback and apply it constructively to enhance training programs.
• Ability to collaborate with diverse teams and leadership to align training with organizational goals.

Working Conditions:

• Full-time position .
• Flexible hours with some evenings or weekends required to accommodate staff schedules.
• Primarily office-based with some remote work opportunities, depending on the organizations needs.
• Occasional travel for in-person training sessions or conferences.