JOB SUMMARY

The core duty of the Ithaca Warm Line Counselor is to have casual conversations with callers who may be feeling lonely, bored, or just in need of someone to talk to. Our Warm Line callers will not be in crisis, have heightened emotions and will not be having thoughts of suicide. These calls will last up to 30 minutes each and documentation is required.  

DUTIES/RESPONSIBILITIES

• Answers calls on incoming line with compassion, in accordance with the organization’s training and scope*
• Completes training for NYS Sexual Harassment and Mandated Reporter annually
• Shows proficiency with all phone equipment, computer technology and software used by SPCS, in support of the caller*
• Utilizes reputable outside resources to refer the caller to additional support services in the community*
• Maintains appropriate documentation of each interaction with the caller through well-written, timely, and informative reports*
• Electively participates in SPCS meetings, workshops, networking events, elective continuing education offerings and SPCS social and community events, as appropriate and able
• Develops and maintains positive and effective working relationships with other staff and volunteers at SPCS
• Assists in maintaining a clean, safe, and confidential workspace
• Reliable transportation and agreement to work on-site for all shifts. 

Work schedules are determined based upon call volume trends and personal schedules. 

* Essential Function

REQUIRED SKILLS AND ABILITIES

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent phone skills including a speaking voice that is clear and articulate
• Function autonomously and exercise good judgment and decision-making skills, particularly in a potential crisis situation
• Computer skills - ability to multi-task (be on phone call, read coaching prompts in Microsoft Teams and complete live reporting).
• Excellent listening skills
• Excellent attention to detail
• Ability to function well in a high-paced and at times, stressful environment
• Proficient with Microsoft Office Suite or related software
• Technologically savvy; ability to conduct basic troubleshooting when necessary

ADDITIONAL QUALIFICATIONS

• A sense of responsibility and commitment to SPCS and its mission
• High energy, patience, and controlling one’s emotions, as well as the ability to think analytically in a high-stress environment
• Accountability and dependability regarding work schedule
• Understanding of personal wellness

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting and working on a phone and computer