Call Specialist

HeartLine is seeking strong candidates for consideration for the position of Call Specialist. Please include your availability in your cover letter.

Position Description

The HeartLine Call Specialist assesses caller needs, provides information about or linkage with appropriate service providers, offers advocacy assistance when required, and follow-up as assigned to ensure that the individual’s needs were met. Maintains effective listening skills, while providing information, and referral and crisis-intervention services to callers in 24/7 call-center setting. Provides coverage of 2-1-1, Gatekeeper, National Suicide Prevention Lifelines, Oklahoma Problem Gambling Hotline, Reachout Hotline and CareLine telephone lines as needed. Provides emotional support and crisis intervention with distraught callers. Gathers information about the circumstances that precipitated the call and the caller’s specific needs for assistance. Reports required information to the State Hotline in cases of abuse or neglect. Records all calls in database, noting basic demographic information and classifying the type of call and needs. Actively participates in HeartLine’s community disaster/emergency response plan.

Job Qualifications

Minimum two years college education preferred. Experience in community nonprofit a plus. Experience in a call-center setting helpful, but not required. Must successfully clear a criminal background check.

Required Skills and Abilities

Strong verbal skills and computer skills required. Ability to work with volunteers, ability to show compassion and nonjudgmental attitude while assisting callers with diverse and complex needs. Ability to handle stress due to scope and type of calls that may be received. Must be a people person.

HeartLine, Oklahoma’s community-crisis connection, connects people to help, hope and information – 24 hours a day. Serving Oklahoma since 1971, HeartLine is an integral part of the social services community.

Please fill out the below employment application and include your cover letter with availability. HeartLine is an equal opportunity employer.