What are the responsibilities and job description for the Bilingual Warm Line Phone Operator position at HOPE, Inc.?
Description
Essential Duties
- Receives incoming calls from individuals in the community and provides over the phone peer support.
- Relates own recovery process in a positive and supportive manner through coaching, role modeling and mentoring in order to assist members in developing skills to achieve their goals.
- Provides caller with community resources in an effective manner.
- Actively listens to the members without offering advice.
- Provides information on service options at Health Plan direct contracted agencies.
- Completes documentation for behavioral health record in accordance with agency and funding source requirements.
- Communicates with the supervisor regarding difficult calls.
- Collaborates with the crisis line to field crisis calls and offer support to the caller in order to ensure their safety.
- Advocates for members, as needed, to ensure delivery of necessary services.
- Performs other related duties in accordance with agency growth, departments, and changes.
Requirements
Qualifications
- High School/GED
- At least 21 years of age
- Strong leadership and organizational skills
- Effective oral and written communications skills
- Effective listening skills and ability to empathize with people.
- Must have a Peer Support Certificate recognized in the state of Arizona
Additional Requirements:
- (Required) Peer - Must identify as an individual with lived experience with mental health and/or substance use disorder, who has been successful in their recovery for the purpose of guiding others.
- Must be at least 21 years of age per licensing requirements.
- 1st Aid, CPR and proof of TB within last year
- Bilingual in Spanish strongly preferred.
EOE
HOPE, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HOPE, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
