Position Summary:
Responsible for providing crisis intervention, referral and resource information, and/or creating action plans for help seekers who contact the Courage First Athlete Helpline related to abuse in sport. Contacts will be answered through call, text, and chat.
This position will also be responsible for answering overflow contacts from the Childhelp National Child Abuse Hotline.
This position does not have direct reports.
Essential Functions:
Provides appropriate counseling to help each seeker via phone call.
- Provides undivided attention to each help seeker and issue presented
- Ascertains and understands the immediate presenting of help seekers, turning those issues into brief action plans when necessary
Provides Counseling Services Via Digital Services
- Provides digital support services (text and live chat) and appropriate counseling to help each seeker
- Provides undivided attention to each help seeker and issue presented
- Ascertains and understands the immediate presenting of help seekers, turning those issues into brief action plans when necessary
Documentation & Reporting
- Enters all relevant data, accurately and completely into Hotline database in a timely manner
- Reports information to appropriate authorities, when legally bound to do so
Quality
Remains current on all laws, regulations, policies, protocols, and practices surrounding abuse in sports, as well as child physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements; and applies knowledge to the work in accordance with quality standards:
- Understands and adheres to confidentiality and anonymity, as appropriate
- Understands and adheres to counseling ethical guidelines and boundaries
- Remains knowledgeable with regard to all Hotline referral sources, including the Hotline national resource database
- Understands the contractual obligations of the Hotline and follows protocol and documentation requirements for each contract
Continuous Improvement, Knowledge Sharing and Collaborative Problem Solving
- Attends staff meetings and completes all required trainings (includes general Childhelp hotline and sports-specific athlete helpline training)
- Interacts with co-workers to best identify effective approaches and interventions for presenting issues
- Participates in assigned work teams, as requested and appropriate
- Engages in continuous improvement efforts, as assigned
Miscellaneous
- Conducts internet resource research
- Responsible for arranging for shift coverage for all scheduled shift hours
- Performs other related duties, as assigned
Requirements
Education/Experience/Knowledge/Understanding
- Bachelor’s degree (B.A.) from four-year College or university in Psychology, Social Work, or related field; or one to two years related experience and/or training; or equivalent combination of education and experience.
- Must have minimum one (1) year experience working with crisis abuse or behavioral health
- Minimum 3 months of experience as a Hotline Counselor II (does not apply for external hires)
- Understanding of the dynamic of abuse in sports and current reporting regulations in the United States related to abuse in the sports context
- Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
- Clear fingerprint background screening through the Department of Justice, FBI and Child Abuse Index prior to start
- Ability to successfully complete the digital services training program and pass all proficiency tests
Skills
- Exceptional verbal, written, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population
- Excellent counseling skills such as active listening, empathetic listening, asking open-ended questions, demonstrating positive regard, de-escalation, concreteness, and problem solving facilitation
- Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others
- Strong grammar proficiency using digital service such as call center/hotline text and chat
- Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office
Applications such as Outlook, Word and Excel
Abilities
- Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
- Ability to work collaboratively as part of a team
Willingness and ability to embody Childhelp’s core values of Acting with Honor and Character, Being Open and
Preferences
- Master’s degree in counseling, social work, or other related field
- Prior experience in crisis intervention and/or hotline counseling
- Previous experience working on a Text and Chat based platform
- Ability to commit to staying in this position for at least 9 months
- Strongly prefer previous experience in athletics (coach, athlete, sports counseling, etc) or a passion for supporting athletes
Job Type: Full-time
Pay: From $48,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work setting:
Application Question(s):
- Do you have experience working in a remote environment?
- Do you understand the laws and regulations surrounding child abuse and neglect reporting requirements?
- What experience do you have working in athletics? Do you have experience reporting abuse in sports?
Education:
Experience:
- Crisis Abuse / Behavorial Health: 1 year (Required)
Location:
- Scottsdale, AZ (Required)
Work Location: Remote