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.
Starting pay: $17 - $18/hr (plus shift differential)
Location: Onsite in Omaha, Nebraska
MAJOR RESPONSIBILITIES & DUTIES:
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Determines urgency and nature of contact and provides appropriate short term crisis counseling or resource information, problem solving techniques, and advice.
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Assesses immediate and long-term safety of the client to determine further actions; utilizes professional judgment to respond appropriately to situational needs.
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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.
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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.
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Provides helpful information to clients, including parenting skills and problem solving, and walks client through steps so client arrives at a solution.
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Utilizes internal database to access local service referrals for clients.
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Follows established procedures in handling each category of request and utilizes judgment within each situation.
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Provides referrals to clients whose needs are not within the scope of services.
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Documents details and information given within the course of the contact and provides reports as needed.
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Responds to Helpline overflow contacts transferring to appropriate departments as necessary.
KNOWLEDGE, SKILLS, AND ABILITIES:
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Knowledge of regulatory requirements pertaining to youth care.
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High level of interpersonal, critical thinking, and problem-solving skills.
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Computer skills in Microsoft Office, or other related programs, and web-based or other electronic communication formats.
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Ability to communicate verbally in an articulate, professional manner while maintaining necessary degree of confidentiality and appropriate content.
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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.
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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.
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Ability to build and sustain trust to facilitate successful, professional relationships.
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Ability to type or text accurately and proficiently at a high rate of speed.
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Ability to quickly assess situations, make decisions in sensitive and sometimes critical areas, and adapt responses to situations while maintaining procedural and regulatory integrity.
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Knowledge of the Boys Town Model.
PREFERRED QUALIFICATIONS:
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Bachelor's degree in Social or Behavioral Sciences is preferred. NOTE: Education and experience requirements may be higher based on contract requirements.
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Previous crisis intervention or hotline experience preferred.
Diversity is more than a commitment at Boys Town—it is the foundation of who we are and what we do.
At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.
