Contact Center Quality Analyst jobs in Virginia

Please read this message in its entirety.

HopeLink Behavioral Health is a proud member and provider of the 988 Suicide and Crisis Lifeline Network. 988 Suicide & Crisis Lifeline is an effective, life-saving safety net for those experiencing mental health crisis, as shown by research.

This application process is not only to help us determine if your have the skills, abilities, and knowledge for this role, but also for you to determine if this role is a good fit for you, your life, and your career goals.

A few pointers and questions to get you started :

1. You must be able to attend all training dates. Like CPR, missing a course could mean you are in a situation unprepared for a life saving intervention.

2. You must have a solid support system, and capacity to hold other's emotions. Self-care only goes so far when supporting others, do you have supports in place for you?

3. 988 is evolving all the time as a brand new system. Guidelines, capacity, need, and knowledge shift all the time. Are you good with uncertainty and change?

If not, now might not be the best time to join.

4. Serving our community involves healthy emotional regulation, solid customer service, and flexible and creative thinking.

It's rewarding and it's hard, both are true. Does this sound like something for you right now?

Learn more about 988 here

Please click on the link below to take assessment*

For more than 60 years PRS, now HopeLink Behavioral Health (formerly PRS), has provided comprehensive and specialized support to individuals and families living with behavioral health challenges or facing a life crisis.

We envision a society where hope is universal. Through access to quality behavioral health, crisis intervention, and suicide intervention services we foster an inclusive community in which everyone can attain wellness and a genuine sense of belonging.

If you are looking to gain experience in mental health, working with diverse populations and supporting individuals in complex life circumstances, this is an ideal position.

This position will benefit a candidate pursuing a graduate degree in Social Work, Psychology, or other Human Services specialties.

We are seeking Full-Time Crisis Workers to join us as remote First Responders. You will answer local and national crisis hotline calls, including the National Suicide Prevention Lifeline.

HopeLink is a nationally recognized Crisis Center of Excellence and Accredited Contact Center.

All shifts are in EST.

Crisis Worker positions

MUST have OPEN AVAILABILTY. Schedules are based on contract needs.

Remote work environment.

Pay is $17 / hour and increases to $20 / hour upon completion of training.

weekend / holiday availability required)

PRIMARY DUTIES :

• Respond to crisis contacts (phone, text or chat) by greeting clients and establishing rapport by being accepting, empathetic, objective, non-judgmental, non-directive, and responsive to the feelings of the callers or texter.
• Explore the client's emotional and mental state using active, positive, comforting, and problem-solving language; following established protocols;

identifying warning signs; and assessing the degree of clients' risk.

Provide referrals to resources; call for emergency medical treatment and / or police intervention, if necessary.

QUALIFICATIONS :

• Experience in Mental Health, crisis, populations with Developmental Disabilities or clinical knowledge preferred .
• Computer experience and proficient typing skills required .
• Private space to work and hard-wired internet connection required.

TECHNOLOGY REQUIREMENTS :

As remote first responders, it is critical that all workers are equipped with technology that allows them to perform their role effectively and safety.

To that end, below are the minimum technology requirements for running our phone system and documentation platforms.

• Reliable ISP (Internet service provider) with a connection you can hard wire .
• You can find basic directions for hard wiring your device HERE
• PC Requirements (Directions for locating this information HERE )
• Windows 7 or newer
• 8 GB of RAM or greater
• i5 processors, Ryzen 5 processor, or newer
• Mac Requirements (Directions for locating this information HERE )
• OS X 10.11 (El Capitan) operating system or newer
• 8 GB of RAM or greater
• Core i5 processor or newer
• No Chromebooks as they do not have enough memory to run our systems

4 Week Training Schedule is Required!

Week 1 :

Monday- Friday 12pm-8 : 30pm EST!

Week 2 :

Monday- Friday 12pm-8 : 30pm EST!

HopeLink has been recognized as one of the 50 Best Nonprofits to Work for in the U.S. and we are growing! Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration for adults living with behavioral health care challenges.

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

Where Hope Meets Help.'

HopeLink Behavioral Health is dedicated to equal opportunity in employment and considers applicants for all positions based on their qualifications and without regard to race, color, religion, gender, national origin, age, marital status, veteran's status, disability, sexual orientation, or any other protected class.

Reasonable accommodation will be made as appropriate to enable any employee or applicant for employment to safely and properly perform the job applied for as requested and as appropriate.

We are unable to hire in the following states :

Job Posted by ApplicantPro

Last updated : 2024-06-09