Program Coordinator

2-1-1 Big Bend operates Helpline 2-1-1, the Florida HIV/AIDS Hotline and the Family Health Line. In addition, the agency answers calls for the 988 Suicide & Crisis Lifeline, Florida Veterans Support Line (MyFLVet) and other organizations that contract with 2-1-1 Big Bend for hotline services. Help Me Grow (HMG) is an agency program that is designed to identify children eight and younger at-risk for developmental or behavioral challenges and connect them with community-based programs for health and developmental services. Volunteer and paid hotline Counselors provide callers with free, confidential counseling, crisis intervention, information and referrals.

The 988 Program Coordinator is responsible for managing all Hotline Counselor II positions. Duties include assisting with contact center training, conducting evaluations and supervision of staff, working with the AM/PM supervisors to create schedules for the Hotline Counselor II positions, managing staff assignments (e.g., follow-up, feedback, and advocacy), monitoring of phone system, and answering hotlines during staff shortages. Work hours will be scheduled primarily Monday through Friday. Weekend or evening work will be required. In times of community emergencies, the agency provides services that may require agency staff to be available for extended shifts, providing phone coverage and/or other functions needed to continue operations. Because Helpline 2-1-1 and 988 Suicide & Crisis Lifeline are operated 24/7 including holidays, the 988 Program Coordinator may be required to work on some holidays.

Requirements

• Hotline experience required
• BA/BS degree in psychology, social work or related field preferred or two years' experience as a Hotline Counselor at 2-1-1 Big Bend
• Applicants who have successfully completed 2-1-1 Big Bend Hotline Counselor Training, Florida HIV/AIDS Hotline Counselor Training, Family Health Line Training and Shift Supervisor Training and have 200 hours of hotline experience are preferred
• Must be able to work eight or more hours consecutively.
• Proficient in typing and computer navigation
• Proper telephone etiquette
• Independent decision-making ability
• Ability to maintain a calm and sensitive demeanor
• Active listening and assessment skills
• Critical thinking with solution focused approach
• Ability to work independently as well as part of a team
• Fluent in English (including speaking, writing, and comprehending). This includes the ability to establish a relationship with callers, identify their problems, reflect their feelings, and explore their alternatives.

Benefits

Position Type: Salaried, full-time

Starting Salary: $55,000/year

Benefits: Individual health insurance, vision, and dental plans 100% paid by employer, 160 hours annually of PTO (accrues based on years of service, up to 240 hours annually), 12 paid holidays per year, 403b retirement plan with 3% employer contribution after one year of employment

Line of Authority: Reports to the Director of Hotline Programs

To Apply : Please also send your cover letter and resume to hr@211bigbend.org. Candidates who do not submit a cover letter will not be considered for this position.