Responsible for providing crisis intervention, education, referral, and resource information, and creating action plans for callers who contact the Childhelp National Abuse Hotline using the evidence-informed practice model. Primary topics include but are not limited to child abuse (physical, emotional, sexual, neglect) family conflict, parenting support, domestic violence, and other related issues such as suicidal ideation, mental health concerns, and support for survivors of abuse.
This position does not have direct reports.
Provides Counseling Services Via Phone
-
Provides appropriate counseling to help each seeker via phone calls using the evidence- informed practice model
-
Provides undivided attention and warmth to each help seeker regarding issues presented
-
Ascertains and understands the immediate presenting issues(s) of help seekers, turning those issues into brief action plans as appropriate
50%
E1, 2, 3, 4, 5
Documentation & Reporting
-
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
20%
E1, 4, 5
Quality
Remains current on all laws, regulations, policies, 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:
-
Understands and adheres to confidentiality and anonymity
-
Understands and adheres to counseling ethical guidelines and boundaries
-
Remains knowledgeable with regard to all Hotline referral sources, including the Hotline national resource database
-
Understands the contractual obligations of the Hotline and follows protocol and documentation requirements for each contact
15%
E1, 2, 3, 4, 5
Continuous Improvement, Knowledge sharing, and Collaborative Problem Solving
-
Attends staff meetings and completes all required training
-
Interacts with co-workers to best identify effective approaches and interventions for presenting issues
-
Participates in assigned work teams, as requested
10%
E 3, 5