Helpline Coordinator

Job Summary

Required Qualifications

• •High School Diploma or GED equivalent
• •Lived experience with gambling disorder
• •Four year degree, social services field
• •Experience in crisis intervention
• •Strong written and verbal communication skills
• •Compassion and empathy to appropriately respond to the unique circumstances and needs of all callers
• •Ability to access and document information through computer systems while interacting with callers via text, phone and chat
• •Good judgment related to managing challenging callers, requesting /support as necessary and handling unique situations
• •High attention to detail
• •Ability to work schedule assigned, which could include evenings, weekends, and holidays
• •Ability to lift 10 pounds unassisted
• •Ability to lift heavier weight with assistance

Desired Qualifications

• •Experience in social services field
• •Passion for helping others in the area of problem gambling; as well as, suicide prevention, mental health and other addictions
• •Compassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status
• •Ability to work with co-workers, callers and administrators in a respectful and cooperative manner regardless of differences in values or opinions
• •Ability to multi-task: Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration
• •Communication skills: Reads, writes and speaks fluent English in order to convey information and ideas effectively. Demonstrates exceptionally strong written and verbal communication skills. Ability to prepare concise and accurate records and reports
• •Organizational ability: Demonstrates a systematic approach in carrying out tasks and assignments
• •Problem solving skills: Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems
• •Client service skills: Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements
• •Computer skills: Comfortably and confidently uses a computer and specialized software
• •Initiative: Self-motivated and shows willingness to accomplish multiple tasks as assigned
• •Integrity: Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment
• •Cooperativeness: Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others
• •Flexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned
• •Independence: Able and willing to perform tasks and duties without direct supervision
• •Tolerance for Stress / Resiliency: Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations
• •Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate