Position Summary: As a counselor, responsible for providing crisis intervention, referral and resource information, and/or creating action plans for callers who contact the Childhelp National Abuse Hotline. Provides intervention support and resource information related, but not limited to: child abuse, sexual abuse/assault, neglect, family conflict, suicide, domestic violence, youth in conflict, life crisis, addiction and recovery.
As an outreach coordinator, responsible for assessing, developing and maintaining a sufficient flow of community connections to raise awareness of Childhelp programs serviced in the State of California to increase utilization of hotline services to meet financial goals.
This position does not have direct reports.
Provides support and appropriate counseling to help each seeker, including calls and digital services such as texting and live chat
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
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
Remains current on all laws, regulations, polices, protocols, and practices surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements; and applies knowledge to the work in accordance with quality standards:
Follows protocol and documentation requirements for each Hotline contract
Runs reports, performs analysis, and reports out trends contributing meaning to the metrics
Engages in monthly/quarterly/annual audits
Stays abreast of current laws, rules, best practices through regular engagement self-directed research; subscriptions to regulatory, legal and industry newsletters and briefs; membership to industry associations and attendance at meetings/events; and/or participating in training and other continuing education opportunities
Stays abreast of all Hotline referral sources, including the Hotline national resource database through regular monitoring
Attends staff meetings and completes all required trainings
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
Serves as liaison between the schools, childcare centers, community centers and agencies service child abuse victims, and the Childhelp programs providing the services being introduced or reinforced through presentations and various marketing techniques; and maintains a schedule of periodic contact (service calls/visits) with current and new potential sources
Develops and maintains an informational database on all current and prospective markets including schools, childcare centers, community centers and agencies serving child abuse and various conditions; and organizes the information for review by program management so decisions can be made pursuing referral relationships.
Assists in starting up or renewing contracts to include completing applications and/or other logistical matters associated with starting a relationship
Develops and maintains referral information, demographics and any other data necessary for tracking the performance and success of a referral source
Seeks information on new markets from customers, media, and/or related industry sources; and utilizes the information to gather data about the market and key points of contact, and develops plans to present to program management
Schedules and coordinates travel to maximize the promotion of Childhelp at the most efficient methods to save money on expenses and time
Utilizes the opportunities at trade shows and conferences to meet and have significant dialog with individuals with influence on developing new markets or further developing existing markets
Develops and implements a marketing strategy, outreach plan, and support group curriculum to launch and run adult survivor groups for victims of child abuse to include:
Collecting initial information and evaluating to determine appropriateness of group services for the individual
Connects with clients and provides intervention in a timely manner congruent with the nature and extent of the clients’ needs, groups availability, and scope of our programming
Provides group counseling to facilitate the changes the client desires or needs
Completes group notes, defines and prioritizes the areas to be addressed
Creates healthy relationships for a collaborative group experience
Consults with other professionals both within and outside the agency to facilitate client treatment
Maintains complete, accurate mental health records within established timelines
Provides statistics and documentation required to maintain administrative records
Provides educational presentations, as needed
Collaborates with mental health providers and other professionals as appropriate
Participates in supervision with the Clinical Director as required by Licensing
Serves as an advocate for clients concerning their mental health needs
Conducts internet resource research
Responsible for arranging for shift coverage for all scheduled shift hours
Master’s Degree in Social Work from an accredited School of Social Work or a Master’s Degree in a related Mental Health field, which qualifies the applicant for licensure
Minimum of three years’ experience in a non-profit organization
Minimum one year of experience working with family violence and/or child abuse
Minimum six months experience in a mental health setting with children and families
Understanding of the laws and regulations surrounding physical, sexual, and emotional abuse, child abuse, neglect, and legal reporting requirements
Understanding of the contractual obligations of the Hotline
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
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
Ability to successfully pass a fingerprint background screening through the Department of Justice, FBI and Child Abuse Index prior to start
Ability to maintain confidentiality and protect anonominity
Ability to adhere to counseling ethical guidelines and boundaries
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
Ability to travel up to 20% of the time within Southern California
Willingness and ability to embody Childhelp’s core values of Acting with Honor and Character, Being Open and Receptive, Caring About and Relating to Others; Nurturing Diverse Relationships; Performance Excellence; and Inspirational Leading & Managing
Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body
The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
Preferences Prior experience in crisis intervention and/or hotline counseling; and running group therapy sessions
Additional Salary Information: Competitive Total Rewards
Internal Number: 1
The founders of Childhelp, Sara O’Meara and Yvonne Fedderson, have guided the organization to help the lives of millions of children across the world since 1959. Childhelp believes that every child has a unique contribution to make to the world. We do everything within our power to help children heal and develop self-esteem to reach their God-given potential. We believe unconditional love is the foundation on which all healing begins.
Our uniquely comprehensive approach includes vital programs and services focused on Prevention Education, Intervention, Treatment, and Community Outreach:
• Childhelp Speak Up Be Safe™ – A school-based child abuse prevention education program for grades Pre-K through 12 to learn how to prevent abuse through a recognized network of peers that a child can identify as safe.
• Childhelp National Child Abuse Hotline (1-800-4-A-Child) – Serving the U.S., its territories, and Canada, the hotline is staffed 24/7 w/ professional crisis counselors who, through interpreters, can provide assistance in over 200 languages. The hotline has received more than 2 million calls to-date.
• Foster Care & Adoptive Services – Provide short/long-term therapeuti...c foster care to abused and neglected children. We are licensed to recruit, screen, train, and certify foster care parents.
• Group Homes – Stable, nurturing environment for children in welfare system to receive counseling, therapy, support and structure.
• Advocacy Centers – One-stop approach for victims of abuse where members of law enforcement, child protective services, medical examiners, legal professional therapists and family members can meet w/ and treat the victim in one child-friendly place.
• Residential Treatment Facilities (a.k.a. “Villages”) – Provide specialized therapeutic treatment programs for court-referred, severely abused, neglected and at-risk children. This is full-time, live in care for a period of time.