Hotline Counselor

Hotline Counselor (Full-Time)
Location: Tallahassee, FL
Hours: Full-Time, 40 hours a week. Varying schedule times open.
Compensation: Starting annual salary of $35,880 plus benefits package (see below)
Summary of Qualifications:
Strong drive to make a difference in the lives of others
Ability to work occasional night and weekend hours
Computer savviness
Bachelor's degree preferred
Applicants should possess a motivation to help people, a non-judgmental attitude, and an ability to empathize as well as excellent interpersonal, verbal and written communication skills.
Applicants who have successfully completed 2-1-1 Big Bend Hotline Counselor Training, Florida HIV/AIDS Hotline Counselor Training, Family Health Line Training, Shift Supervisor Training, and have 200 hours of hotline experience with satisfactory evaluations (including attendance) in all positions held are preferred.
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Full Job Description
About us: 2-1-1 Big Bend a nonprofit agency that has served the eight-county Big Bend region for over 53 years. We operate as a 24/7 hotline that provides short-term counseling, suicide prevention and intervention, crisis assistance, training, needs assessment, and accurate resource information provision using our community resource database. We answer calls for the 9-8-8 Suicide and Crisis Lifeline primarily for the Big Bend region and secondarily for the other 6 counties in NW Florida. We provide three specialized care coordination programs for the region. Our team is comprised of about 45 employees (that includes PT and FT staff) who work a mix of in-office and at-home shifts. Our operations are also support by our robust volunteer hotline counselor program and about half of our staff are hired from our volunteer pool. We place an emphasis on community involvement, mental health support, and individual self-care. 2-1-1 Big Bend supports veterans and offers a family-friendly work environment.
About the position: We are looking to hire community-oriented and empathetic crisis counselors to answer answer Helpline 2-1-1 and 9-8-8. This critical role ensures North Florida residents always have someone to call when a need arises. Our externally recruited counselors receive an initial 3 weeks of classroom training. Hotline counselors must take calls with supervisory oversight before being authorized to take calls independently. We will provide new hires with comprehensive training on how to assist individuals experiencing a wide range of issues (suicidal crisis, mental health crisis, struggles with substance abuse, or other emotional stressors) in addition to continued education and certification opportunities while employed. It is only after achieving competency and comfort by working alongside a skilled counselor do these positions work independently. We think you'll thrive in this role if you:
Have high integrity and discretion
Want to work for an organization that serves a higher purpose than just making a profit
Gravitate towards situations that allow you to help others
Have worked in fast paced environments such as food service or community mental health
Are empathetic
Are looking for more than just a "job" and want a stable career with a growing company
Are interested in earning industry-specific certifications
Currently live in or around Tallahassee, FL or have aspirations to relocate here
If this describes you, please read on!
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Essential Functions of the Hotline Counselor
Answer 211 and 988 hotline calls
Serve as crisis counselor for people utilizing 2-1-1 Big Bend services
Perform suicide and safety assessment for callers thinking about suicide or experiencing mental health crisis
Adhere to Lifeline best practices when providing crisis counseling
Maintain a calm and sensitive demeanor
Navigate and utilize digital information from our internal systems
Work both independently and collaborate as part of a team
Apply critical thinking in daily work
Work during emergency situations or natural disasters, unless the state mandates evacuation
After demonstrating proficiency answering 211 and 988, receive training to answer the Florida HIV/AIDS Hotline and Family Health Line
Study for, obtain, and maintain national certifications when eligible (training and exam fees will be provided)
Requirements
The ideal candidate is someone who:
Is passionate about 2-1-1 Big Bend's mission and giving back to the community
Has prior experience in crisis counseling or a 211 call center (preferred)
Is computer savvy with working knowledge of Microsoft Suite programs (Word, Excel), email (Outlook), and can learn additional programs with training
Has a Bachelor's degree (preferred)
Has a reliable means of transportation and can work in our Tallahassee-based office
Knows how to communicate professionally (phone, email, Slack, and text messaging)
Is available to work full-time, 40 hours per week (schedule TBD)
Benefits
At 2-1-1 Big Bend, we know that satisfied employees are key to a thriving business. We are pleased to offer:
Annual salary of $35,880
Individual health insurance through Capital Health Plan or Florida Blue, vision, and dental (100% employer-covered)
Paid sick leave and annual leave (rate of accrual increases the longer you work at 2-1-1 Big Bend)
Twelve (12) paid holidays
403b retirement plan with a 3% employer match after one year of employment
Paid professional development and training opportunities
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If you think you’d be a good fit, we’d love to see you apply!
When applying, please upload your resume and a cover letter that includes contact information for three (3) professional references (either phone number or email address).
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.