Helpline Coordinator

Position Overview

The First Choice Services Helpline Coordinator connects callers with treatment services and other supportive resources based on their individual needs. The First Choice Helpline Coordinator also participates with event preparation, expansion of other program initiatives and activities, maintenance of program documents and interaction with colleagues and community partners. The First Choice Helpline Coordinator will learn about all agency programs and assist with outreach activities. Quality service to those accessing the helpline is expected and delivered in a respectful and ethical manner. The First Choice Helpline Coordinator is eager, empathetic and considerate.

Essential Job Functions

• Complete helpline tasks – answer lines/chats, follow-up calls, mailers, obtain and make appointments
• Gather and exchange information based on the caller’s needs and individual circumstances.
• Communicate information about various appropriate treatment services and available supports without bias.
• Answer incoming calls, texts and chats, and document caller interactions with the electronic database as well as within other systems as needed.
• Follow-up with callers to monitor and track success, field concerns and provide further information, referral and support as needed.
• Respect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
• Event preparation – assist with binders, printing, and other tasks as needed
• Assist in expansion of PG prevention and outreach programs including but not limited to mailing information/outreach requests.
• Assist with maintaining documents for mailers, printing documents, filing and online document organization.
• Foster relationships with colleagues in the field and other community partners
• Assist with other FCS outreach and learn about other FCS programs
• Provide all services in an ethical manner while maintaining participant dignity.
• Participate in professional development, staff meetings, continuing education, quality improvement and performance review as required.
• Provide for the safety and wellbeing of callers following all applicable mandated reporter and duty of care standards.
• Adhere to all policies and procedures

Non-Essential Job Functions

• Contribute to the overall effectiveness of the agency and the department by completing all other duties as assigned.

Requirements

• Lived experience with gambling disorder and/or a four year degree in a social services field preferred.
  
• Experience in crisis intervention.
• Strong written and verbal communication skills.
• Compassion and empathy to appropriately respond to the unique circumstances and needs of all callers
• Ability to access and document information through computer systems while interacting with callers via text, phone and chat.
• Good judgment related to managing challenging callers, requesting /support as necessary and handling unique situations.
• High attention to detail.
• Passion for helping others in the area of problem gambling; as well as, suicide prevention, mental health and other addictions.
• Ability to work with co-workers, callers and administrators in a respectful and cooperative manner regardless of differences in values or opinions.

First Choice Services is an Equal Opportunity Employer.