Resource Coordinator

 

Job Summary:        General work schedule: Full-Time 40 hours per week. Monday through Friday 9am to 5pm. May be scheduled to work holidays, weekends, mornings, evenings and night shifts. May represent the agency at public events promoting services. Keeps up-to-date referral information from all contract states; and responds to people who call, chat or text the Helpline.

Reports To:           Director of Helpline Services and/or Designee

 

Assist in all of the following areas:

1.    Maintains resource information for Helpline database and books at each station. Keep FileMakerPro resources up to date with referrals and investigate any changes reported by specialists. Updates any new additions to all states. Make calls to verify resources and confirm changes/additions. Keeps consistent contact with contractors through monthly verifications, email or phone communications. Develop an extensive database of crisis and mental health resources throughout the state of Louisiana. Develop and maintain resources for the following:

·         substance abuse treatment and support groups

·         alcohol recovery programs and support groups

·         suicide loss survivors support groups

·         suicide attempt survivor support groups

·         LGBTQ specialized services

·         culturally relevant support services including services that support racial justice for BIPOC individuals

·         compulsive gambling support services

·         social service information and referral

·         crisis stabilization units

·         in-patient psychiatric unit services

·         domestic violence support services

·         sexual assault prevention and survivor services

 

2.    Answer all the Helpline phones in a manner consistent with the procedures taught in the Helpline training, including the Business and LACG lines when necessary.

 

3.    Refer callers to appropriate resources as listed in the Resource Directory.

 

4.    Complete Intake Forms, End-of-Shift reports, and any other appropriate forms.

  

5.    Assist in the checking of accuracy of all intake forms, end-of-shift reports, and any other appropriate forms, reporting any errors to the Supervisor and the Director.

 

6.    Prepare all of the appropriate mail out materials when requested.

 

7.    Enter all intake information into the computer program.

 

8.    Complete caller surveys and any other caller follow-up criteria.

 

9.    Participate in all ongoing training.

 

10. Assist the administrative staff as the need arises; make copies of mail out information, compiling information, mail runs when needed, etc.

 

11. Maintains mail out materials and postage.

 

12. May maintain website updates.

 

13. Participates in continuing education provided by LACG.

 

14. Assist in maintaining a clean working area.

 

15. Enrolls in any required Helpline Specialist Certification Program.

 

16. Assist in the mentoring and training of new and current Helpline Specialist.

 

17. Adhere to all policies and procedures as indicated in Personnel section. Is responsible for being on time for their shift, or therefore, giving enough notice of an absence to have another employee called in.

 

18. Assist Director of Helpline Services with any other Helpline operational needs as necessary.

 

1.    Must have a High School diploma or equivalent.

2.    Demonstrate the ability to handle multiple tasks.

3.    Demonstrate good listening skills.

4.    Demonstrate effective oral and written communication skills.

5.    Have at least six (6) months’ experience working at the Helpline.

6.    Must be willing to work as a team member.

7.    Must be willing to pursue personal and professional development.