Hotline Program Associate

Welcome, help train, mentor and support volunteers on all lines as needed.

Participate in continuing education presentations as needed.

Contribute to a positive work environment and culture by showing respect to co-workers and engaging in positive team dynamics by concentrating on work duties engage in pro agency work culture.

Record client contacts database and communicate concerns to Supervisor

Enters participant information by inputting alphabetic and numeric data on system.

Maintains data entry requirements by following data program techniques and procedures.

Keep files and data secured to protect participant confidentiality.

Ensures compliance with legal/ethical and confidentiality standards.

Performs other duties as assigned by the Hotline Supervisor, Hotline Manager, and Text and Chat Supervisor.

Interpersonal Communication - Establishes rapport quickly and delivers multi-mode communications that convey a clear understanding of the needs of different audiences: co-workers, managers, clients, clients’ families, care providers, etc. Accepts responsibility for miscommunications or misunderstandings. Avoids escalated arguments at work and seeks a positive resolution. Listens actively and effectively: seeks first to understand.

Client Focus - Delivers client-centric solutions. Assesses and continually improves the services delivered to clients. Gains insight into clients needs. Identifies and implements evidence-based practices: MI, CBT, Trauma-informed. Safeguards privacy and confidentiality.

Problem Solving - Uses a logical approach to address problems or manage the situation at hand by drawing on one’s knowledge and experience base, and calling on other references and resources as necessary. Acknowledges when one doesn’t know something and takes steps to find out. Considers multiple sides of an issue. Weighs consequences before making final decision. Is open to new ideas and processes. Adjusts approach to achieve results.

Reports to: Hotline Supervisor

Job Type: Part Time

Work Schedule: Onsite

FLSA Status: Non-Exempt

Salary Range: $20-$24 per hour (DOE)

Benefits (subject to election and eligibility): Fully-Paid Medical and Dental Plans; Health Reimbursement Card, Paid Time Off (personal, vacation, and sick time), 403B with company match.

This position is union-represented by SEIU Local 1021 and is subject to the applicable collective bargaining agreement.

Candidates should apply for the position at our career page “careers.felton.org” OR directly email resumes to “jobs@felton.org”.