Crisis Call Intern

A Crisis Call Intake Specialist serves as the first point of contact for clients entering or phoning our crisis center and provides referrals addressing immediate needs of our clients. The Specialist will field incoming calls to Beacon of Hope Crisis Center crisis lines, complete the intake process for new clients, manage information given to callers who do not need shelter and provide quality customer referral service to those who do.

Primary Responsibilities:

• Answering all incoming calls, including crisis calls, informational calls, follow-up contact calls and calls for staff members
• Completing crisis call assessment forms with callers to determine program eligibility and appropriateness
• Providing information and supportive services for staff, residents and visitors at the front desk
• Performing other administrative duties as requested by the Crisis Call Team Leader
• Maintaining complete, accurate and timely information on callers and completing subsequent data entry
• Following agency rules and protocols for admitting people to the center
• Fostering an environment of respect with clients, callers and staff
• Providing clients with information and support as appropriate
• Performing security checks within the center to increase safety of staff and residents
• Representing Beacon of Hope Crisis Center on the telephone with other agencies and the community at large
• Work with other agency staff on projects or initiatives as directed by Crisis Call Team Leader

Skills:

• Ability to stay calm and use appropriate judgment in responding to crisis and security situations
• Critical thinking and evaluation skills
• Ability to handle multiple tasks
• Attention to detail in record keeping, coordination and documentation
• Excellent organizational skills
• Ability to problem solve and make appropriate decisions in urgent situations

Required hours, duration of internship, and start date will all be determined in conjunction with the applicant's schedule.