Empowering children and families to help them reach their full potential.
Lifeline Associate Call Taker
Location
Massachusetts
Posted
101 days ago
Salary
$21 - $23 / hour
Seniority
Mid Level
Job Description
Lifeline Associate Call Taker
Family Services of the Merrimack Valley
• Answering calls made to the Lifeline by individuals who may be lonely, depressed, contemplating suicide, in crisis, and/or needing support • Provide compassionate, thoughtful emotional support to all callers • Administer safety assessment on each call and respond appropriately based on risk level • Adhere to performance measures in attending to call volume • Maintain a calm and friendly demeanor, even in crisis situations, while answering the crisis help line • Provide resources to callers for additional support, including follow up calls • Protect the privacy and confidentiality of callers as well as the organization and staff • Communicate any issues to supervisors when necessary and collaborate with other Lifeline staff regarding repeat/difficult callers • Collect required statistical and narrative data, while maintaining confidentiality, utilizing required database tools • Adhere to all helpline policies and procedure, upholding standards of practice • Participate in all staff meetings, debriefing sessions, groups support and other meetings as required
Job Requirements
- High school degree, minimum
- Compassionate and caring person able to balance commitment to providing emotional support with self-care and boundary setting
- Strong interpersonal skills and verbal communication for compassionate listening and befriending
- Dependable and reliable
- Ability to deescalate a crisis situation while maintaining composure
- Cultural competency skills to effectively work with diverse populations
- Ability to manage time appropriately
- Self-starter: Ability to work independently as well as part of a team and well organized.
- Must reside in Massachusetts or New Hampshire
Benefits
- Competitive health and dental insurances
- Fully paid life and long-term disability insurances (for full-time employees)
- Training and professional development opportunities
- Generous time off policy for employees working 30 hours or more per week
- Holiday pay and sick time for part-time employees
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