{"id":2215287,"url":"https://alion.io/job/first-choice-services-problem-gambler-helpline-coordinator","title":"Problem Gambler Helpline Coordinator","company":{"id":2136893,"name":"First Choice Services","domain":"firstchoiceservices.org","url":"https://alion.io/company/firstchoiceservices","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycom","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-10T07:30:15Z","employer_posted_date":"2026-10-10","last_verified_at":"2026-10-20T02:36:39Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Position Overview\nThe 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.\nEssential Job Functions\nComplete helpline tasks - answer lines/chats, follow-up calls, mailers, obtain and make appointments.\nGather and exchange information based on the caller’s needs and individual circumstances.\nCommunicate information about various appropriate treatment services and available supports without bias.\nAnswer incoming calls, texts and chats, and document caller interactions within the electronic database as well as within other systems as needed.\nFollow-up with callers to monitor and track success, field concerns and provide further information, referral and support as needed. \nRespect each caller’s privacy rights under HIPAA and other applicable laws and regulations during the provision of services. \nAssist in event preparation - assist with binders, printing, and other tasks as needed.\nAssist in expansion of PG prevention and outreach programs including but not limited to mailing information/outreach requests.\nAssist with maintaining documents for mailers, printing documents, filing and online document organization. \nFoster relationships with colleagues in the field and other community partners\nAssist with other FCS outreach and learn about FCS programs. \nProvide all services in an ethical manner while maintaining participant dignity. \nParticipate in professional development, staff meetings, continuing education, quality improvement and performance review as required. \nProvide for the safety and wellbeing of callers following all applicable mandated reporter and duty of care standards. \nAdhere to all policies and procedures. \nNon-Essential Job Functions\nAssist with other FCS outreach and learn about other FCS programs. \nRequirements\nLived experience with gambling disorder and/or a four year degree, social services field and experience preferred. High School Diploma or GED equivalent required. \nExperience in crisis intervention. \nStrong written and verbal communication skills.\nCompassion and empathy to appropriately respond to the unique circumstances and needs of all callers.\nAbility to access and document information through computer systems while interacting with callers via text, phone and chat.\nGood judgment related to managing challenging callers, requesting /support as necessary and handling unique situations. \nHigh attention to detail.\nPassion for helping others in the area of problem gambling; as well as, suicide prevention, mental health and other addictions.\nCompassion and understanding for all regardless of gender, race, ethnicity, national origin, age, sexual orientation, gender identity, education, disability, marital or veteran status.\nAbility to work with co-workers, callers and administrators in a respectful and cooperative manner regardless of differences in values or opinions.\nAbility to work schedule assigned, which could include evenings, weekends, and holidays. \nOther Skills/Abilities\nAbility 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. \nCommunication 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. \nOrganizational ability: Demonstrates a systematic approach in carrying out tasks and assignments. \nProblem solving skills: Demonstrates a strong ability to properly identify and analyze problems. Able to follow the proper policies and procedures to solve identified problems. \nClient service skills: Consistently ensures that participants are provided with attentive, courteous and informative service. Gains and shows personal satisfaction from delivering expected service elements. \nComputer skills: Comfortably and confidently uses a computer and specialized software. \nInitiative: Self-motivated and shows willingness to accomplish multiple tasks as assigned. \nIntegrity: Firmly adheres to the values and ethics of First Choice Services. Exhibits honesty, discretion, and sound judgment. \nCooperativeness: Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others. \nFlexibility: Is open to changing situations and opportunities and is willing to perform all tasks assigned. \nIndependence: Able and willing to perform tasks and duties without direct supervision. \nTolerance for Stress / Resiliency: Maintains a positive outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations. \nActive Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.\nThe 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.\nWorking Environment\nA climate controlled, contact center environment. \nConstant usage of phone and computer systems.\nPhysical Requirements\nExtensive computer work with long periods of sitting in a typical call center work environment. \nAbility to lift 10 pounds unassisted. Heavier weight with assistance. \nAbility to work evenings, nights, weekends, and holidays as required.","description_format":"text","description_chars":6387,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Nonprofits & Foundations","Disability Support Services"],"lifecycle":[{"event":"open","at":"2026-10-10T07:30:15Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.808,"p_room":0.945,"age_days":9,"expected_fill_days":22,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/first-choice-services-problem-gambler-helpline-coordinator","json_url":"https://alion.io/job/first-choice-services-problem-gambler-helpline-coordinator.json","meta":{"generated_at":"2026-10-20T20:06:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23358,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2136893},"rest":"https://alion.io/mcp/rest/get_company?id=2136893"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirst-choice-services-problem-gambler-helpline-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirst-choice-services-problem-gambler-helpline-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirst-choice-services-problem-gambler-helpline-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/first-choice-services-problem-gambler-helpline-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirst-choice-services-problem-gambler-helpline-coordinator"}]}