[Remote] Remote Crisis Contact Center Specialist

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.ResponsibilitiesUnderstanding and following all established procedures and recognized best practicesEmploying active listening techniques to assist callers in de-escalating from mental health issues/concernsProviding appropriate response to caller needs by following the VIA LINK crisis intervention modelProviding critical resources and support to individuals in crisisFollowing all VIA LINK contact center procedures and personnel policiesAccurately completing call reports and contact documentation at the end of each call and shiftWorking occasional holidays and unscheduled hours as neededWorking effectively as part of a teamActively participating in required trainings in order to support individual professional development and the integrity of agency programsProtecting confidentiality of agency location, software, records, etcTroubleshooting minor tech issues, as this is a remote, computer-based positionSkillsWeekday and weekend availability REQUIREDAbility to maintain regularly scheduled full time shifts, either night shift, day shift, or a combination of the twoReliable 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 workExcellent computer skills, including the ability to complete and submit online reports, use multiple forms of digital communication, and utilize internal search databasesExcellent verbal and written communication, including the ability to effectively communicate with callers, co-workers, and supervisorsExcellent interpersonal skills, ability to empathize with others and maintain a non-judgmental attitudeMust be able to work under pressure and meet deadlines, while maintaining a growth-oriented attitude and provide exemplary support to callersAbility to work independently and to carry out daily tasks to completion, follow prescribed routines, and employ standard best practicesCollaborate well with othersMinimum 6 months related experience preferredPrior Social Service experience preferredBilingual: Spanish or VietnameseBachelor's or Master's degree in a human service fieldFamiliarity with Gmail and Google DriveCompany OverviewVIA 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.



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