\#IND456

Helpline Counselor

Location: Miami, FL 33181 – This position is hybrid after 90 days
Late shifts are fully remote after 90-day training (Shift D/E)

Pay: $25.00 per hour

Type: Direct hire

Schedule: First come, first serve
Shift A. 7:00 AM – 4:00 PM Tuesday – Saturday
Shift B. 9:00 AM – 6:00 PM Sunday – Thursday
Shift C. 2:00 PM – 11:00 PM Tuesday – Saturday
Shift D. 9:00 PM – 6:00 AM Sunday – Thursday
Shift E. 11:00 PM – 8:00 AM Wednesday – Sunday

Training schedule:
For the first 90 days of employment the training schedule is Hybrid:
Monday – Friday, 8:30 am – 5pm, Mon-Thursday (onsite) and Fridays (remote)

Job description:

1. Provide telephone-based information, referrals, crisis counseling, and suicide intervention services to individuals experiencing emotional distress or crisis situations.
2. Assess callers’ needs, identify appropriate resources, and connect individuals with community programs, social service agencies, and support services.
3. Accurately document caller interactions, assessments, referrals, and services provided in the client database while maintaining confidentiality and adhering to HIPAA regulations.
4. Deliver compassionate, professional customer service while managing incoming calls, maintaining assigned schedules, and providing flexible call center coverage as needed.
5. Participate in ongoing training, professional development, and certification programs, including obtaining Information & Referral Specialist certification through the Alliance of Information and Referral Systems (AIRS).

Requirements:

• Must be Bilingual: Spanish/English
• Bachelor’s degree in social work or human services or equivalent experience in social services
• (2) years of experience providing information and referral services preferred
• (1) year of crisis counseling preferred
• High school diploma or equivalent
• Background check required – Level II
• References required
• Drug screening required