Crisis Hotline Operator - White Bird Clinic

Note: We have two full time positions open

Agency Summary:

It takes a wide range of amazing people to achieve the mission of White Bird Clinic and to be successful in the work that we do. We provide compassionate, humanistic healthcare and supportive services to individuals in our community, so everyone receives the care they need.

Position Summary:

The Hotline Operator serves as the first point of contact for individuals accessing crisis intervention services, managing both in-person and telephonic interactions. They work closely with the on-duty crisis worker, assisting them in prioritizing requests for service and relaying relevant information in a timely manner. While on shift, they are responsible for answering each call to the hotline-providing clients with clear, calm, and compassionate communication throughout a range of stressful situations. This role also encompasses a range of administrative duties, including scheduling, data entry, file management, and general office tasks, while maintaining confidentiality and handling sensitive information with discretion. 

Position Responsibilities

Answer phones, greet visitors, address inquiries, and ensure a welcoming environment for individuals accessing services. 

Triage incoming crisis calls and walk-ins and perform brief safety assessments in order to recommend priority sorting to the crisis worker on duty.  

Administer the LTD transportation grant by screening, tracking, and ordering taxi cabs for qualified clients.  

Perform general office duties such as copying, faxing, scheduling, data entry, and file management using Microsoft programs. 

Provide excellent customer service by handling requests, resolving issues, and ensuring effective communication with clients and staff. 

Maintain discretion and confidentiality while handling sensitive information. 

Work closely with Crisis Counselors, Office Managers, and Program Coordinators, and handle any administration projects assigned by these roles. 

Perform all other duties as assigned and designated in writing. 

Required Qualifications

Education: High school diploma/GED required. 

Experience: At least one (1) year of experience working in a front office or administrative setting. 

Strong computer skills are required for this position.

Complete certification as a Peer Support Specialist as defined in ORS 414.025 within thirty (30) calendar days of employment. 

Key Competencies:

Ability to manage multiple tasks efficiently in a fast-paced environment. 

Strong verbal and written communication skills, with an emphasis on customer service and interaction. 

Strong attention to detail and organizational skills. 

Willingness to collaborate and work as part of a team. 

Display empathy and patience while interacting with individuals in crisis. 

Equal Employment Opportunity

White Bird Clinic is proud to be an Equal Opportunity/Affirmative Action Employer and is committed to attracting, retaining, and developing a highly qualified, diverse, and dedicated workforce. White Bird Clinic hires and promotes people based on their qualifications, performance, and abilities. We support the establishment and maintenance of a workplace that fosters trust, equality, and teamwork, in which all employees recognize and appreciate the diversity of individual team members. We provide all qualified applicants for employment and employees with equal opportunities for hire, promotion, and other terms and conditions of employment, regardless of their race, color, religion, gender, sexual orientation, gender identity, national origin/ethnicity, age, physical or mental disability, genetic factors, military/veteran status, or any other status or characteristic protected by federal, state, and/or local law. White Bird Clinic will consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state, and local laws.

Studies have shown that women and people of color are less likely to apply for jobs if they don't meet every one of the qualifications listed. We are interested in finding the best candidate for the job, and that candidate may come from a less traditional background. If you meet key qualifications for the job and believe you would be the best fit, we encourage you to apply. Please use your cover letter to explain how you will accomplish parts of the job for which you have less experience.

Compensation Details:

This is a non-exempt position with a target starting base compensation of $20 per hour plus a $2 additional differential hourly paid on a bi-weekly basis.