What are the responsibilities and job description for the Associate Call Taker position at Family Services?
Position Title : Associate Call Taker
Program : Lifeline
Reports to : Lifeline Supervisor
Status : Part-time openings, primarily 3rd shift weekdays weekends, remote
Family Services of the Merrimack Valley is a seeking part-time Associate Call Takers. The Associate Lifeline Call Taker is responsible for answering calls to Family Services of the Merrimack Valley's (FSMV) 24 / 7 Suicide & Crisis Lifeline. Associate Call Takers are primarily responsible for providing compassionate emotional support to individuals who may be experiencing a range of emotional distress from loneliness to acute suicide risk. In fulfilling this responsibility, Associate Call Takers are required to follow Lifeline policies and protocols related to appropriate responses, data collection and documentation, and confidentiality.
Duties and Responsibilities
- Primarily responsible for answering calls made to the Lifeline by individuals who may be lonely, depressed, contemplating suicide, in crisis, and / or needing support and a compassionate listener.
- Provide compassionate, thoughtful emotional support to all callers.
- Administer safety assessment on each call and respond appropriately based on risk level.
- Adhere to performance measures in attending to call volume.
- Maintain a calm and friendly demeanor, even in crisis situations, while answering the crisis help line.
- Provide resources to callers for additional support, including follow up calls.
- Protect the privacy and confidentiality of callers as well as the organization and staff.
- Communicate any issues to supervisors when necessary and collaborate with other Lifeline staff regarding repeat / difficult callers.
- Collect required statistical and narrative data, while maintaining confidentiality, utilizing required database tools.
- Adhere to all helpline policies and procedure, upholding standards of practice.
- Participate in all staff meetings, debriefing sessions, groups support and other meetings as required.
Requirements
About Family Services of the Merrimack Valley
FSMV is a non-profit, social service organization located in Lawrence, MA. The organization helps more than 5,000 people in the Merrimack Valley each year through 20 programs focused on youth development, parent education and emotional health. All of its services are infused with a sense of hope and possibility and enable individuals to thrive in their family, community, workplace and school. For more information, please visit www.FSMV.org . FSMV is an equal opportunity employer.
Compensation and Benefits
Salary Description
20 - $23 an hour
Salary : $20 - $23
