Helpline Specialist

Agency and Mission

First Choice Services is a 501c3 non-profit organization. First Choice Services serves multiple states with an array of programs that promote wellbeing and facilitate access to behavioral health and social services. First Choice Services is proud to be a second chance employer, offering opportunities to peers with a variety of lived experiences.

Position Overview

The First Choice Services Helpline Coordinator connects callers with treatment services and other supportive resources based on their individual needs.  The First Choice Helpline Coordinator also participates with event preparation, expansion of other program initiatives and activities, maintenance of program documents and interaction with colleagues and community partners.  The First Choice Helpline Coordinator will learn about all agency programs and assist with outreach activities. Helpline Coordinators are characterized by their patience, empathy and helpful natures. Employees in this position are the initial point of contact for callers and are responsible representing the agency and its mission in their direct interaction with First Choice callers. Quality service to those accessing the helpline is expected and delivered in a respectful and ethical manner.  The First Choice Helpline Coordinator is eager, empathetic and considerate.

Essential Job Functions

• Complete helpline tasks – answer lines/chats, follow-up calls, mailers, obtain and make appointments.
• Gather and exchange information based on the caller’s needs and individual circumstances.
• Communicate information about various appropriate treatment services and available supports without bias.
• Answer incoming calls, texts and chats, and document caller interactions within the electronic database as well as within other systems as needed.
• Follow-up with callers to monitor and track success, field concerns and provide further information, referral and support as needed.  
• Respect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services. 
• Assist in event preparation – assist with binders, printing, and other tasks as needed.
• Assist in expansion of PG prevention and outreach programs including but not limited to mailing information/outreach requests.
• Assist with maintaining documents for mailers, printing documents, filing and online document organization. 
• Foster relationships with colleagues in the field and other community partners
• Assist with other FCS outreach and learn about FCS programs.
• Provide all services in an ethical manner while maintaining participant dignity. 
• Participate in professional development, staff meetings, continuing education, quality improvement and performance review as required.  
• Provide for the safety and wellbeing of callers following all applicable mandated reporter and duty of care standards. 
• Adhere to all policies and procedures.

Non-Essential Job Functions

• Assist with other FCS outreach and learn about other FCS programs.

Requirements

• Lived experience with gambling disorder and/or a four year degree, social services field and experience preferred. High School Diploma or GED equivalent required.
• Experience in crisis intervention.
• Strong written and verbal communication skills.
• Compassion and empathy to appropriately respond to the unique circumstances and needs of all callers.
• Ability to access and document information through computer systems while interacting with callers via text, phone and chat.
• Good judgment related to managing challenging callers, requesting /support as necessary and handling unique situations.  
• High attention to detail.
• Passion for helping others in the area of problem gambling; as well as, suicide prevention, mental health and other addictions.
• Compassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status.
• Ability to work with co-workers, callers and administrators in a respectful and cooperative manner regardless of differences in values or opinions.
• Ability to work schedule assigned, which could include evenings, weekends, and holidays.