A Crisis Call Intake Specialist serves as the first point of contact for clients entering or phoning our crisis center and provides referrals addressing immediate needs of our clients. The Specialist will field incoming calls to Beacon of Hope Crisis Center crisis lines, complete the intake process for new clients, manage information given to callers who do not need shelter and provide quality customer referral service to those who do.
Primary Responsibilities:
Answering all incoming calls, including crisis calls, informational calls, follow-up contact calls and calls for staff members
Completing crisis call assessment forms with callers to determine program eligibility and appropriateness
Providing information and supportive services for staff, residents and visitors at the front desk
Performing other administrative duties as requested by the Crisis Call Team Leader
Maintaining complete, accurate and timely information on callers and completing subsequent data entry
Following agency rules and protocols for admitting people to the center
Fostering an environment of respect with clients, callers and staff
Providing clients with information and support as appropriate
Performing security checks within the center to increase safety of staff and residents
Representing Beacon of Hope Crisis Center on the telephone with other agencies and the community at large
Work with other agency staff on projects or initiatives as directed by Crisis Call Team Leader
Maintaining building security by insuring that all doors stay locked at all times. Volunteers will never be alone in the building.
Supporting other staff and volunteers as needed
Maintaining cleanliness and care of the Center’s offices
Supporting other areas whenever possible.
Skills:
Ability to stay calm and use appropriate judgment in responding to crisis and security situations
Critical thinking and evaluation skills
Ability to handle multiple tasks
Attention to detail in record keeping, coordination and documentation
Excellent organizational skills
Ability to problem solve and make appropriate decisions in urgent situations
Punctuality and dependability
Awareness and adherence to confidentiality and boundaries
Excellent communication skills (verbal and written)
Positive attitude with callers, clients, staff and volunteers
Ability to work both independently and as a team
Proactivity
Required Qualifications:
Working knowledge of Microsoft suite including Word, Power Point and Excel
Excellent typing skills
Commitment to non-violent and cooperative work environment
Commitment to providing quality and equitable services to all clients regardless of race, ethnicity, sex, gender identity, religion, age or sexual orientation
Ability to pass a criminal background check
Ability to do online research
Preferred Qualifications (not required)
Knowledge of community resources
Knowledge of Access
Experience with Case Management Software
Bachelor’s degree in social work, human services, psychology or related field OR previous experience in working with traumatized persons