Problem Gambler Helpline Coordinator

Position Overview

The First Choice Services Helpline Coordinator connects callers with treatment services and other supportive resources based on their individual needs. The First Choice Helpline Coordinator also participates with event preparation, expansion of other program initiatives and activities, maintenance of program documents and interaction with colleagues and community partners. The First Choice Helpline Coordinator will learn about all agency programs and assist with outreach activities. Helpline Coordinators are characterized by their patience, empathy and helpful natures. Employees in this position are the initial point of contact for callers and are responsible representing the agency and its mission in their direct interaction with First Choice callers. Quality service to those accessing the helpline is expected and delivered in a respectful and ethical manner. The First Choice Helpline Coordinator is eager, empathetic and considerate.

Essential Job Functions

• Complete helpline tasks - answer lines/chats, follow-up calls, mailers, obtain and make appointments.
• Gather and exchange information based on the caller’s needs and individual circumstances.
• Communicate information about various appropriate treatment services and available supports without bias.
• Answer incoming calls, texts and chats, and document caller interactions within the electronic database as well as within other systems as needed.
• Follow-up with callers to monitor and track success, field concerns and provide further information, referral and support as needed.
• Respect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services.
• Assist in event preparation - assist with binders, printing, and other tasks as needed.
• Assist in expansion of PG prevention and outreach programs including but not limited to mailing information/outreach requests.
• Assist with maintaining documents for mailers, printing documents, filing and online document organization.
• Foster relationships with colleagues in the field and other community partners
• Assist with other FCS outreach and learn about FCS programs.
• Provide all services in an ethical manner while maintaining participant dignity.
• Participate in professional development, staff meetings, continuing education, quality improvement and performance review as required.
• Provide for the safety and wellbeing of callers following all applicable mandated reporter and duty of care standards.
• Adhere to all policies and procedures.

Non-Essential Job Functions

• Assist with other FCS outreach and learn about other FCS programs.

Requirements

• Lived experience with gambling disorder and/or a four year degree, social services field and experience preferred. High School Diploma or GED equivalent required.
• 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.
• 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 work schedule assigned, which could include evenings, weekends, and holidays.

Other Skills/Abilities

• 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.

The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Working Environment

• A climate controlled, contact center environment.
• Constant usage of phone and computer systems.

Physical Requirements

• Extensive computer work with long periods of sitting in a typical call center work environment.
• Ability to lift 10 pounds unassisted. Heavier weight with assistance.
• Ability to work evenings, nights, weekends, and holidays as required.