Crisis Hotline Specialist Job Profile and Description
A Crisis Hotline Specialist delivers hotline support services by supporting the customers to provide appropriate information as well as referrals to other services and resources. These specialists are responsible to operate a telephone hotline, greet customers, establish rapport, and assess the level of customer risk. They provide counseling to the customers and explore mental and emotional state of mind by active, comforting, positive, and trouble-solving language.
Duties and Responsibilities
- Assisting the customers who request for in-person crisis intervention counseling.
- Establishing rapport with the customer and assisting the caller to handle with the existing situation.
- Operating a telephone hotline, offering a companion program for accompanying survivors to courts, hospitals, and police proceedings.
- Assessing human service requirements via phone using crisis intervention, suicide risk assessment, and active listening skills.
- Searching computer database to provide appropriate social service provider referrals.
- Maintaining appropriate customer’s documentation of work.
- Acting as an actively contributing team member and supporting the mission and work of the organization.
- Participate in networking efforts by attending conferences or meetings, or visiting other agencies.
- Developing effective working relations within the association.
- Providing on-the-job training or mentoring for the new hotline staff.
Skills and Specifications
- General knowledge of social services.
- Skills to handle various types of calls.
- Skills to manage well with individuals of different backgrounds.
- PC skills and proficient in data entry or word processing.
- Skills to communicate intelligibly in person as well as over the telephone.
Education and Qualifications
- A Bachelor’s or Master’s degree in counseling, social work, human services, or any closely related field is imperative.
- 1-2 years of Experience in various Social Service activities.