Employment Type : Full-Time
Description: Job Summary The Washington Recovery Help Line Specialist is responsible for providing support to phone workers responding to calls on the Recovery Helpline. They provide support in identifying appropriate resources and referrals to those struggling with issues related to substance use disorder, mental health, and problem gambling. The Specialist responds to calls on the Help Line, emails, and texts as well as does quality assurance screening for all calls handled. The Specialist will also be expected to facilitate warm transfers to providers and will offer to conduct follow up calls to ensure callers were able to connect with specific resources. Schedule: Full Time: Wednesday, Thursday, Friday 2:30 PM - 12 AM Who We Are Crisis Connections: formerly known as Crisis Clinic, was founded in 1964. The organization is one of the oldest Crisis Lines in the nation, and home to five programs focused on serving the emotional and physical needs of individuals across 9 counties in Washington State. These programs include the 24-Hour Crisis Line, King County 2-1-1, Teen Link, WA Recovery Help Line and WA Warm Line. Recently CC, with support from FEMA and DOH, started up a WA Listens line to support those most impacted by the Corona Virus. With over 350 trained volunteers and 150 staff, CC provides support, resources and certified training for King County and other communities statewide. One does not need to be in recovery to work on the Recovery Help Line. A lived experience or experience with a friend/family member is certainly helpful, but it is not required. What is required is having compassion for those who are in need of treatment and recovery resources. If you want to help encourage and motivate someone who is beginning their journey of recovery, or help someone find the resources to get reconnected with their recovery pathway, this may be the right job for you. RESPONSIBILITIES AS ASSIGNED BY RECOVERY HELP LINE DIRECTOR 1. Provides adequate monitoring of emergent and non-emergent calls. 2. Provides effective feedback and/or debriefing following calls. 3. Provides training in call handling skills and relevant policies and procedures. 4. Assists PW’s in adhering to volunteer requirements SERVICE DELIVERY 1. Responds to incoming phone calls, emails and text messages from individuals seeking information about recovery related resources for those struggling with substance use disorder, mental health, and problem gambling. 2. Demonstrates knowledge of Washington State resources for substance abuse, problem gambling and mental health by providing accurate information. 3. Demonstrates knowledge of Recovery Help Line resources, including: competent use of Vision Link database, competent use of MOUD Locator, and competent use of non-computerized information. 4. Demonstrates knowledge of phone room protocol and procedure. 5. Provides adequate consultation to professionals and non-professionals. 6. Maintains appropriate professionalism in dealing with PW’s, consumers, and professionals. 7. Timely completions of call back and follow up calls. 8. Accurate and timely completion of Vision Link call logging, and QA as assigned. 9. Makes appropriate use of Shift Supervisor. 10. Participates in PW training and other non-phone room responsibilities as assigned. PROFESSIONAL DEVELOPMENT 1. Participates in program meetings and planning. 2. Attends at least four (4) trainings and in-services annually. QUANTITY AND QUALITY OF WORK/WORK HABITS 1. Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed. 2. Follows personnel policies and procedures. 3. Written and verbal communication is clear, concise, accurate and thorough. 4. Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner, and accepting constructive feedback. Shows respect to co-workers, volunteers and customers/clients. 5. Makes appropriate use of supervisor. 6. Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors; provides peer support, and motivates staff and volunteers to outstanding performance. 7. Suggests solutions to identified problems. QUALIFICATIONS AND EXPERIENCE NEEDED: Compensation Crisis connections offers a competitive hourly rate and generous benefits which include but are not limited to paid time off, health/vision/dental insurance, and 403(b)/TDA retirement plan. EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information or any other status protected under local, state or federal law. In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions. COVID-19 Considerations All employees are required to wear a face mask and follow social distancing guidelines. The information presented in this job posting indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.