What are the responsibilities and job description for the Call Specialist position at Mental Health Association of Frederick County?
About the Role
We are seeking a compassionate, emotionally resilient, and highly dependable Call Specialist to support people who may be experiencing difficult, stressful, or urgent circumstances.
In this role, you will listen without judgment, help callers identify their immediate needs, provide appropriate information and community-resource referrals, and follow established procedures when additional support is required. You may also complete scheduled outbound support calls.
This is an essential-service position. The people who contact us—and the coworkers serving alongside you—depend on your calm presence, sound judgment, punctuality, and consistent follow-through.
Some conversations may be emotionally intense. Successful Call Specialists are able to remain grounded and respectful, maintain healthy professional boundaries, use supervision appropriately, and continue providing thoughtful support without becoming dismissive or detached.
What You’ll Do
- Respond to incoming support calls with patience, empathy, and professionalism.
- Provide general information, emotional support, and appropriate community-resource referrals.
- Follow established procedures for assessing needs and responding to urgent concerns.
- Complete scheduled outbound support or reassurance calls.
- Document interactions accurately, objectively, and promptly.
- Protect caller privacy and maintain strict confidentiality.
- Participate in required training, supervision, and ongoing professional development.
- Communicate effectively with supervisors and shift partners.
- Follow established procedures for shift coverage and attendance.
- After gaining experience, occasionally assist with the orientation or development of new team members.
What We Value Most
Emotional resilience: You can remain calm and think clearly during difficult conversations. You understand that resilience includes maintaining boundaries, accepting feedback, and using available support—not simply ignoring the emotional impact of the work.
Empathy: You listen carefully, communicate without judgment, and treat every caller with dignity and respect.
Reliability: You arrive on time, fulfill your scheduled commitments, document your work accurately, and communicate promptly when an issue arises. Consistent attendance is essential to maintaining uninterrupted support services.
Sound judgment: You follow established procedures, recognize the limits of your role, and seek guidance when needed.
Team accountability: You understand that reliable coverage and accurate communication directly affect your coworkers and the people we serve.
Pay: $22.00 - $24.00 per hour
Benefits:
- Employee assistance program
- Flexible schedule
- Referral program
Work Location: In person
Salary : $22 - $24