Recovery Helpline Specialist (Remote, On Call)

Description

Position Title: Recovery Helpline Specialist

Reports to: WA Recovery Helpline Manager

Type: Full-time, Non-Exempt.

Pay rate: $25.50/hour +$2/hr. GY shift differential (differential if applicable)

Union Representation: Represented by OPEIU

Location: Fully Remote, must be located in WA state.

Schedule: On Call/Per Diem

PROGRAM SUMMARY: Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

POSITION SUMMARY: The Washington Recovery Help Line Specialist is responsible for supporting and responding to incoming calls on the Recovery Helpline. The Specialist provides support in identifying appropriate resources and referrals to those struggling with issues related to substance use disorder, mental health, and problem gambling.

The Specialist responds to calls on the Help Line by email and text and performs quality assurance screening for all calls completed. The Specialist is expected to facilitate warm transfers to other providers and will make follow-up calls to ensure the callers are connected with specific resources.

SERVICE DELIVERY

• Responds to incoming phone calls, emails and text messages from individuals seeking information about recovery related resources for those struggling with substance use disorder, mental health, and problem gambling.
• Demonstrates knowledge of Washington State resources for substance abuse, problem gambling and mental health by providing accurate information.
• Demonstrates knowledge of Recovery Help Line resources, including competent use of Vision Link database, competent use of MOUD (Medication for Opioid Use Disorder) Locator, and competent use of non-computerized information.
• Demonstrates knowledge of phone room protocol and procedure.
• Provides adequate consultation to professionals and non-professionals.
• Maintains appropriate professionalism in dealing with PW’s, consumers, and professionals.
• Timely completion of call back and follow up calls.
• Accurate and timely completion of Vision Link call logging, and QA as assigned.
• Makes appropriate use of Shift Supervisor.
• Participates in training and other non-phone room responsibilities as assigned.

PROFESSIONAL DEVELOPMENT

• Participates in program meetings and planning on site as directed by the Director.
• Attends at least four (4) training courses and in-services annually.

QUANTITY AND QUALITY OF WORK/WORK HABITS

• Arrives at work on time and maintains regular attendance; working assigned shifts and other shifts when needed.
• Follows personnel policies and procedures.
• Written and verbal communication is clear, concise, accurate and thorough.
• Demonstrates genuine relationships by cooperating with others, handling disagreements directly with the person(s) concerned in a truthful and open manner and accepting constructive feedback. Shows respect to co-workers, volunteers, and customers/clients.
• Makes appropriate use of supervisor.
• Promotes a healthy work environment by demonstrating collaborative decision-making and team-building behaviors.
• Provides peer support and motivates staff and volunteers to outstanding performance.
• Suggests solutions to identified problems.

REQUIRED QUALIFICATIONS:

• Preferred Bachelor of Art in social or human sciences and/or two years working in addiction treatment settings.
• Experience working in a call center or conducting telephone assessments as a staff member or volunteer.
• Substance Use Disorder Professional or Trainee is a plus.
• Evidence of ability to work with a team of clinical staff and volunteers in a fast-paced environment.
• Excellent communication and interpersonal skills.
• High level of attention to detail.
• Should be proficient with the application of communication technology.
• Must have a private and confidential location to perform duties.

Requirements

Technology Requirements

• Ability to connect to a Wired Internet Connection or Modem device for internet use. No Hot spots allowed.
• Smart phone with ability to download and use Multi-factor Authentication (MFA) application.
• High Speed Internet Access

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities:

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes

OFFERS OF EMPLOYMENT:

All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION:

Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.