Call Specialist - Contra Costa Crisis Center
Walnut Creek, CA 94598
About the Job
The Call Specialist is a non-exempt staff member and works as part of a larger team to expertly and compassionately respond to multiple incoming calls ranging from crisis support to information and referral and including Help Me Grow child resources. S/he works closely with other staff and volunteers of the agency’s programs and reports to the Call Center Manager or designee.
Responsibilities include:
- Provide clinically based, culturally relevant crisis counseling and 2-1-1- information and referral services including homeless and Help Me Grow child resources by telephone; includes multiple lines and projects;
- Help train and support crisis line volunteers to provide effective services from a multicultural perspective (recognizing, understanding, and appreciating differences);
- Participate in measuring the quality of service being provided to callers—with an emphasis on cross-cultural service—and assist in determining whether and how it can be improved;
- Review, assess, and help develop crisis line training materials that include a multicultural perspective;
- Assist with call recordkeeping and encryption; maintenance of the call center and equipment as appropriate;
- Provide back-up support as requested;
- Perform other duties as assigned by the Call Center Manager.
Required Qualifications:
- Demonstrated ability to work individually and as a member of a team;
- Capacity to work with volunteers;
- Computer/software/database literacy;
- Excellent written and verbal communication skills;
- Experience and demonstrated ability to work with racially, culturally, and economically diverse populations.
- Commitment to personal accountability, and active participation in team building and the maintenance of a healthy work community;
- Commitment to eliminating disparities in service access for all populations;
- Valid California Driver’s License and access to a working vehicle and current automobile insurance;
- Ability to clear a criminal background check upon hire.
Strongly Preferred:
- BA/BS in psychology, social welfare, or related field;
- Spanish language skills – written and spoken.
- Evening and weekend availability
Source : Contra Costa Crisis Center