Hotline Operator

Overview:

The Hotline Operator will be responsible for answering and responding to calls from individuals seeking assistance, information, or support. This role requires excellent communication skills, empathy, and the ability to handle crisis situations effectively. The Hotline Operator will provide callers with immediate support, connect them with appropriate resources, and document all interactions accurately.

Job Description:

• Answer incoming calls and provide immediate assistance and support to callers.
• Assess the needs of callers and determine the appropriate course of action or referral.
• Provide accurate information and resources to callers, including referrals to services and support organizations.
• Offer emotional support and crisis intervention to callers in distress.
• Document all calls and interactions accurately and confidentially in the system.
• Follow established protocols and procedures for handling different types of calls.
• Maintain knowledge of available resources and services to provide accurate information to callers.
• Participate in ongoing training and professional development to stay current on best practices and resources.
• Collaborate with other team members and service providers to ensure comprehensive support for callers.

Qualifications:

• Background in social work, counseling, or related fields is preferred.
• Experience in a call center, customer service, or support role is an advantage.
• Previous experience in crisis intervention or working with vulnerable populations is a plus.
• Excellent communication and listening skills.
• Ability to remain calm and composed under pressure.
• Strong problem-solving and critical-thinking abilities.
• Empathy, compassion, and the ability to provide emotional support.
• Knowledge of available resources and services for various needs.
• Strong organizational and documentation skills.
• Ability to follow protocols and procedures accurately.