Provides crisis counseling in response to inbound and outbound contacts and demonstrates proficient verbal and written communication whether by telephone, email, chat, text, or other forms of web-based or other electronic communication formats.
MAJOR RESPONSIBILITIES & DUTIES:
Determines urgency and nature of contact and provides appropriate short term crisis counseling or resource information, problem solving techniques, and advice.
Assesses immediate and long-term safety of the client to determine further actions; utilizes professional judgment to respond appropriately to situational needs.
Assesses need of each client through basic counseling techniques such as questioning, paraphrasing, and reflective listening; follows questioning guidelines and pays attention to what the client is and is not saying.
Remains calm and objective during life-threatening situations, enlists support of senior staff as needed for difficult calls, and makes joint decisions about further action.
Provides helpful information to clients, including parenting skills and problem solving, and walks client through steps so client arrives at a solution.
Utilizes internal database to access local service referrals for clients.
Follows established procedures in handling each category of request and utilizes judgment within each situation.
Provides referrals to clients whose needs are not within the scope of services.
Documents details and information given within the course of the contact and provides reports as needed.
Responds to Helpline overflow contacts transferring to appropriate departments as necessary.
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of regulatory requirements pertaining to youth care.
High level of interpersonal, critical thinking, and problem-solving skills.
Computer skills in Microsoft Office, or other related programs, and web-based or other electronic communication formats.
Ability to communicate verbally in an articulate, professional manner while maintaining necessary degree of confidentiality and appropriate content.
Ability to communicate in writing in an articulate, professional manner via email, chat, text, and other forms of web-based or other electronic communication formats, utilizing proper grammar, spelling, and punctuation while maintaining necessary degree of confidentiality and appropriate content.
Ability to accurately and proficiently communicate (for example, typing or texting) in web-based or other electronic communication formats, and to effectively communicate in writing at a high rate of speed.
Ability to build and sustain trust to facilitate successful, professional relationships.
Ability to type or text accurately and proficiently at a high rate of speed.
Ability to quickly assess situations, make decisions in sensitive and sometimes critical areas, and adapt responses to situations while maintaining procedural and regulatory integrity.
Knowledge of the Boys Town Model.
Bachelor's degree in Social or Behavioral Sciences is preferred. NOTE: Education and experience requirements may be higher based on contract requirements.
Previous crisis intervention or hotline experience preferred.
About Boys Town:
Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.
Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.
This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.