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Bilingual Crisis Hotline Specialist

Community Crisis Services, Inc. seeks Bilingual Hotline Specialists to staff our 24/7 hotline serving callers in need from Prince George’s County, the state of Maryland, and across the nation. Hotline Specialists serve those needing access to homeless shelters, information about health and human service agencies, support in times of emotional distress, or even help staying safe through thoughts of suicide. Through contracts with several government and non-profit agencies, CCSI’s hotline program provides a variety of services.

Hotline Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crisis situations, and open to continued growth and development. Position has the potential to be performed remotely. Remote staff must reside in either the District of Columbia, Maryland or Virginia.

Qualifications

• Successful completion of Initial Crisis Intervention Training.
• Must have reliable transportation.
• Completes ASIST Training
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a team member.
• Successful use of Language Line and TTD services.
• High School Diploma/GED
• (For Remote Work – DC, MD, VA residents only) Must have a computer/laptop, high-speed internet and a quiet workspace

• Bilingual Hotline Specialists will have demonstrated written and speaking proficiency in English and Universal Spanish to facilitate clear and accurate information exchanges with callers. Bilingual Hotline Specialists will undergo a test and an oral proficiency interview in the tested language and designed to identify the candidate’s level of linguistic proficiency to ensure bilingual Hotline Specialists are articulate (understandable) in Spanish and English.

Responsibilities

• Thoroughly and accurately complete statistics sheet on each call. Completes homeless forms, protective services forms, suicide forms, regular caller forms etc. when required.
• Keeps updated by reading the communication log and other data available.
• Completes clerical work as needed.
• Communicates problems to supervisors when necessary.
• Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
• Maintains confidentiality of callers and agency
• Provide counseling, information and referrals to callers.
• Attend in-services and meetings as scheduled
• Does not leave the phones unattended under any circumstances (leaving the building).
• Contact supervisors in case of emergency
• Maintains work station.
• Works holidays as needed, assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel.
• Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
• Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.