Contact Center Traffic and Scheduling Analyst jobs in Alexandria, VA

For more than 60 years PRS, now HopeLink Behavioral Health (formerly PRS), has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis.

We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

If you are looking to gain experience in mental health, working with diverse populations and supporting individuals in complex life circumstances, this is an ideal position.

We are seeking Part-time Crisis Workers to join us as remote First Responders. You will answer local and national crisis hotline calls, including the National Suicide Prevention Lifeline.

HopeLink is a nationally recognized Crisis Center of Excellence and Accredited Contact Center.

All shifts are in EST.

Crisis Worker positions

MUST have OPEN AVAILABILTY. Schedules are based on contract needs.

Remote work environment.

Pay is $17 / hour and increases to $20 / hour upon completion of training.

weekend / holiday availability required)

PRIMARY DUTIES :

• Respond to crisis contacts (phone, text or chat) by greeting clients and establishing rapport by being accepting, empathetic, objective, non-judgmental, non-directive, and responsive to the feelings of the callers or texter.
• Explore the client's emotional and mental state using active, positive, comforting, and problem-solving language; following established protocols;

identifying warning signs; and assessing the degree of clients' risk.

Provide referrals to resources; call for emergency medical treatment and / or police intervention, if necessary.

QUALIFICATIONS :

• Experience in Mental Health, crisis, populations with Developmental Disabilities or clinical knowledge preferred .
• Undergrad in Psychology, Social Work or related field preferred.
• Computer experience and proficient typing skills required .
• Private space to work and hard-wired internet connection required.

TECHNOLOGY REQUIREMENTS :

As remote first responders, it is critical that all workers are equipped with technology that allows them to perform their role effectively and safety.

To that end, below are the minimum technology requirements for running our phone system and documentation platforms.

• Reliable ISP (Internet service provider) with a connection you can hard wire .
• You can find basic directions for hard wiring your device HERE
• PC Requirements (Directions for locating this information HERE )
• Windows 7 or newer
• 8 GB of RAM or greater
• i5 processors, Ryzen 5 processor, or newer
• Mac Requirements (Directions for locating this information HERE )
• OS X 10.11 (El Capitan) operating system or newer
• 8 GB of RAM or greater
• Core i5 processor or newer
• No Chromebooks as they do not have enough memory to run our systems

42 day Training Schedule is Required! Sample training schedule looks like this-

WEEK 1

1. Tuesday, 6p-9p EST

2. Wednesday, 6p-9p EST

3. Thursday, 6p-9p EST

4. Friday, 6p-9p EST

WEEK 2

5. Monday, 6p-9p EST

6. Tuesday, 6p-9p EST

7. Wednesday, 6p-9p EST

8. Thursday, 6p-9p EST

9. Friday, 6p-9p EST

WEEK 3

10. Monday, 6p-9p EST

11. Tuesday, 6p-9p EST

12. Wednesday, 6p-9p EST

13. Thursday, 6p-9p EST

14. Friday, 6p-9p

HopeLink has been recognized as one of the 50 Best Nonprofits to Work for in the U.S. and we are growing! Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration for adults living with behavioral health care challenges.

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

Where Hope Meets Help.'

HopeLink is an Equal Opportunity Employer

We are unable to hire in the following states :

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming

Job Posted by ApplicantPro

Last updated : 2024-04-25