Friendship Line Counselor
About the position IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission. IOA's Friendship Line Department ("FL") is seeking a Full-Time Counselor. This position may be remote in California but will require occasional appearances at the HQ in San Francisco for training or other required reasons. Shifts include overnight weekdays and possibly weekends. Salary starts at $18/ hour with a comprehensive benefits package. The FL Counselor receives inbound calls and makes outbound calls providing emotional support, reassurance, counseling, crisis intervention, abuse prevention, well-being checks, and information and referrals for older adults over the phone. FL Counselors also work closely with Supervisors, Manager, Program Coordinator, and Director to ensure that data is collected appropriately, and shifts are adequately covered. Shifts include day, evening and overnight, including weekends.
Job Description
Other key duties and responsibilities may include, but not necessarily limited to:
Responsibilities
- Completing six-month assessments for all clients including PHQ-9, UCLA Loneliness, MOS Social Support, and Suicide Risk Assessment
- Assuring all calls coming into the call center are answered in 60 seconds or less
- Providing referrals and information to callers as needed
- Entering 100% of caller information into FL database in real time
- Completing new client intakes as requested
- Attending relevant training offered by Friendship Line trainers and IOA
- Meeting weekly with FL team for staff meetings and with FL Manager for support and supervision
- Assisting with scheduling volunteers for phone shifts as needed
- Providing support and assistance to volunteers as needed
- Contacting FL Supervisor for call-center support if needed
- Performing all other reasonably related tasks as assigned
Requirements
- Prior or current college coursework in Human Services, Social Work, or other health-related field, including Gerontology, Psychology, or Health Sciences
- Bilingual in Spanish & English
- High speed Internet connection (such as cable or DSL) with WiFi
- Personal computer with Webcam (PC: Windows 7 SP1 or later, or Mac OS 10.11 or later)
- Personal mobile device (Apple iOS 8.3 or newer, or Android 4.2 and newer
Nice-to-haves
- Bachelor’s Degree or higher in Human Services, Social Work, Gerontology, Psychology, Health Sciences, or another health-related field
- One-year prior work experience with hotlines and/or call centers
- Bilingual fluency in English and Spanish, Chinese or Russian
- Prior/current experience as a volunteer or paid staff member in human services
- Excellent organizational, interpersonal, and verbal communication skills
- Strong detail-orientation, ability to multi-task and good problem-solving skills
- MS Office Suite proficiency (Word, Excel, Outlook)
- Flexibility and patience to work in a busy team environment
- Ability to take direction and refer issues beyond scope of duties to FL Manager
- Experience learning and using online database
- Experience working with senior adults
- Excellent telephone skills
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