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PT Crisis Prevention Specialist in Jacksonville, FL at Staffing Now

Date Posted: 1/31/2018

Job Snapshot

Job Description

Looking to get your foot in the door at a Non-Profit and have the heart for helping others in the community?! Only available on a part-time basis!? We have the perfect position for you! SNI Companies is currently hiring Crisis Prevention Call Center Specialists to work a 20/week flexible schedule. This would be a great job if you are currently enrolled in school and looking for more experience and some extra income!

Key Responsibilities and Essential Functions:

  • Ability to work a shift as designated. (See Position Requirements)

  • Promptly answer incoming telephone calls.

  • Establish clear and effective communication with client, using good contact techniques.

  • Practice active listening and engage in collaborative problem solving.

  • Conduct complete and accurate interviews.

  • Accurately assess callers' needs, prioritize and develop corresponding action plans without giving advice.

  • Assist the client to focus on solutions and actions without giving advice.

  • Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address client needs.

  • Identify concerns of the client that would impact short and long term actions.

  • Discuss alternatives with client if services are not available.

  • Follow up on referral cases and on other inquiries as needed.

  • Respect and maintain client confidentiality.

  • Use direct intervention and advocacy when needed as agreed to by the client.

  • Apply accepted techniques and principles to handle difficult callers with difficult situations.

  • If client is in a life-threatening and/or suicidal situation or other critical circumstances, assist the client to move from an emotional to a cognitive state.

  • After proper Suicide Intervention/Prevention training, be able to answer suicide intervention and prevention calls.

  • Collect data on clients, maintain and support accurate and up-to-date records.

  • For every telephone call that is answered by staff via the inContact phone system, make certain a record of that call is collected and recorded into ServicePoint. Staff must strive to match inContact incoming call records with that of their ServicePoint records.

  • Attend staff development and training sessions as assigned.

  • Contribute ideas and communicate new information to colleagues.

  • Perform related tasks as required and assigned by United Way of Northeast Florida.

  • Demonstrate commitment to the United Way mission statement and Code of Ethics in all interaction with constituents.

Experience / Position Requirements:

  • At least one year of inbound Call Center experience including complaint resolution required.

  • Minimum, High School diploma.

  • Demonstrated verbal and written communication skills.

  • Ability to interview for information and organize that information.

  • Demonstrated proficiency in the use of computer equipment and resource file.

  • Ability to demonstrate knowledge of health and human service programs and agencies.

  • Ability to work effectively under stress.

  • Ability to use good judgment and assessment techniques.

  • Good inter-personal skills in establishing and maintaining rapport and effective working relationship with internal and external contacts.

  • Demonstrated ability to operate a keyboard, telephone, 10-key, copier or other office equipment.

  • Ability to work with minimal supervision.

  • Ability to work a shift as designated by the 2-1-1 Director or Operations Manager. (For example: variable shifts Monday through Friday, 7 a.m. to 7 p.m. Part-time staff will work designated shifts as assigned.)

  • Overtime as assigned.

  • Demonstrates empathy and respect for others.

Professional Core Competencies Required:

  • Mission Focused: Creates real social change that leads to better lives and healthier communities. This drives performance and professional motivations.
  • Relationship Oriented: Places people before process and is astute in cultivating and managing relationships toward a common goal.
  • Collaborator (Includes teamwork and communication): Understands the roles and contributions of all sectors of the community and can mobilize resources (financial & human) through meaningful engagement. Strong supporter of a team environment.
  • Results Driven: Dedicates efforts to shared and measurable goals for the common good; creating, resourcing, scaling and leveraging strategies and innovations for broad investment and impact.
  • Brand Steward: Understands role in growing and protecting the reputation and results of the greater network.

Pay: $10.00 per hour

Location: Downtown Area

Status: Part time - 20 hours per week (hours will be flexible, but no later than 7 pm, no weekends or holidays)