Note: The job is a remote job and is open to candidates in USA. VIA LINK, Inc. is a nonprofit organization that provides a range of services to the people of Louisiana, including emotional support and crisis intervention. They are seeking Full-Time Remote Contact Center Specialists to provide confidential support and resources to individuals in crisis through phone, text, and chat services.
Responsibilities
- Understanding and following all established procedures and recognized best practices
- Employing active listening techniques to assist callers in de-escalating from mental health issues/concerns
- Providing appropriate response to caller needs by following the VIA LINK crisis intervention model
- Providing critical resources and support to individuals in crisis
- Following all VIA LINK contact center procedures and personnel policies
- Accurately completing call reports and contact documentation at the end of each call and shift
- Working occasional holidays and unscheduled hours as needed
- Working effectively as part of a team
- Actively participating in required trainings in order to support individual professional development and the integrity of agency programs
- Protecting confidentiality of agency location, software, records, etc
- Troubleshooting minor tech issues, as this is a remote, computer-based position
Skills
- Weekday and weekend availability REQUIRED
- Ability to maintain regularly scheduled full time shifts, either night shift, day shift, or a combination of the two
- Reliable laptop/computer with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via web-based video conferencing)
- Have a private and confidential space to conduct work
- Excellent computer skills, including the ability to complete and submit online reports, use multiple forms of digital communication, and utilize internal search databases
- Excellent verbal and written communication, including the ability to effectively communicate with callers, co-workers, and supervisors
- Excellent interpersonal skills, ability to empathize with others and maintain a non-judgmental attitude
- Must be able to work under pressure and meet deadlines, while maintaining a growth-oriented attitude and provide exemplary support to callers
- Ability to work independently and to carry out daily tasks to completion, follow prescribed routines, and employ standard best practices
- Collaborate well with others
- Minimum 6 months related experience preferred
- Prior Social Service experience preferred
- Bilingual: Spanish or Vietnamese
- Bachelor's or Master's degree in a human service field
- Familiarity with Gmail and Google Drive
Company Overview
VIA LINK provides crisis and suicide counseling and connects people to community resources that help them to resolve life's biggest challenges. It was founded in 1972, and is headquartered in New Orleans, Louisiana, USA, with a workforce of 11-50 employees. Its website is https://vialink.org.