Hotline Counselor - Novato, United States - Buckelew Programs

Description

Join Buckelew and you will play a pivotal role in making a meaningful impact on the lives of individuals facing mental health and substance use challenges.

Buckelew Programs is the largest provider of behavioral healthcare services in the North Bay for those who would otherwise not have access.

Our mission is to promote recovery, resilience and hope by providing behavioral health and support services that enhance quality of life.

RESPONSIBILITIES:

• Respond appropriately to all incoming calls to the hotline on all counseling lines in accordance with training and established practices.
• Responsible for maintaining accurate and thorough call records and documentation in accordance with current procedures.
• Attend inservice meetings as scheduled. Maintain updated knowledge of, and implement, program protocol changes.
• Assist in the training and mentoring of new counselors on shift.
• Responsible for keeping accurate ADP time records of all shifts worked.

QUALIFICATIONS:


Education and Experience:
High school education at minimum, Associates Degree in social services preferred. Experience in telephone counseling, preferably in a crisis or suicide prevention environment preferred. Continued employment dependent upon completion of Telephone Counseling Training Class. Ability to continue training and to work alone, including night shifts. Bilingual English/Spanish verbal skills highly desirable.


Skills and Abilities:
Very strong interpersonal skills and the ability to build a counseling relationship with callers. Demonstrated proactive approaches to problem-solving with strong decision-making capability. Emotional maturity.

Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.

Computer experience to include experience with databases and Microsoft Outlook. Keyboarding skills at 35 WPM or greater, with accuracy. Reliable, excellent attention to detail and accuracy.

Able to manage a flexible work schedule and commit to agreed upon hours with a high level of reliability and responsibility.

Physical Requirements:
All work is performed in a comfortable indoor facility.

Ability to maintain composure and work quality Job frequently requires sitting, handling objects with hands and the use of fine motor skills.

Constantly/frequently operates a computer and phone and required ongoing communication in the form of listening and speaking. Job occasionally requires standing, walking, and reaching.


Vision requirements:
Ability to see information in print and/or electronically


Hearing requirements:
Ability to hear information in person and by telephone.


BENEFITS OFFERED:

Medical, dental, vision and life and long-term disability insurance, Employee Assistance Program, flexible spending accounts for health, dependent and transit costs, retirement savings plan with company match, eligibility for loan forgiveness, continuing education credits available through our learning management system, paid meal breaks and generous paid time off.

DEI STATEMENT:
Buckelew Programs values transparency, equity, accountability and inclusion.

As a behavioral health organization, we firmly believe that feeling understood, accepted, and supported is essential to mental well-being and promoting recovery; we welcome all people regardless of identities and circumstances.

As a thought leader in mental health, substance misuse, suicide prevention, housing equity and community building, we recognize the need to stay current and responsive to diverse communities by bringing different people together to be their authentic selves.

AA/EOE