JOB DESCRIPTION
JOB TITLE: Helpline Coordinator (1 FTE)
REPORTS TO: Director of Programs and Services
FLSA STATUS: Exempt
Main Function:
This position is primarily responsible for overseeing the handling of all helpline calls, chats and texts (including nights/weekends) and provide all callers with support, resources and referrals to treatment programs if needed. They will document all demographic information in the helpline database for monthly reporting in a timely manner and assist in monthly reporting. They will assist in the coordination, development and delivery of educational programs, accreditation, and outreach activities to promote the 24/7 helpline. They will maintain connections with the community. They will report directly to the Director of Programs and Services and will work as part of a team.
Essential Job Functions:
• Provide a coverage plan for the helpline call, chat & text
• Assess the needs of callers and process inquiry calls
• Conduct follows ups to helpline callers
• Update helpline questions, forms and database as needed
• Research and disseminate information on new resources and update existing resources regularly.
• Manage Helpline and recovery resources for CCPG.
• Complete monthly reports regarding Helpline calls including demographics to regional partners and funders
• Work with Director of Programs and Services to improve helpline processes and to ensure training is effectively produced, assessed, and reinforced.
• Provide technical support for training opportunities including programming, registration, and evaluation
• Oversee processes for delivery and reporting of training and accreditation process.
• Track and maintain records and files on all trainings, presentations, and programmatic activities, ensuring that all necessary paperwork is maintained and stored appropriately.
• Manage, complete, and submit applications for Continuing Education Units (CEUs) for all sponsored trainings.
• Track and process training payments, refunds and invoice agencies/participants that have not paid for current and/or past trainings.
• Coordinate programmatic materials, contacts and files, both in paper and electronic forms, and the associated database.
• Develop and present community education presentations and specialized trainings on gambling disorder and promote of the helpline and other CCPG Programs & Services
• Other duties as required
QUALIFICATIONS/REQUIREMENTS:
• Understanding of the problem gambling field as well as relationship to other co-occurring issues
• Understanding of the problem gambling specific resources in the state of Connecticut
• Certified in the field of problem gambling (ICGC I/II, SCPG or equivalent) or willingness to obtain certification
• QPR (Question, Persuade, Refer) Certified or other Suicide Prevention Training (or willing to attend training if not certified)
Position Competencies: Ability to manage process to complete goals, excellent presentation skills and interpersonal skills, ability to set priorities based on The Connecticut Council on Problem Gambling Mission, proven experience in successfully managing and maintaining staff.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands; reach with hands and arms and talk. The employee must regularly lift and/or move up to 25 pounds.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
The Connecticut Council on Problem Gambling is an equal opportunity employer. We encourage all qualified individuals to apply for positions regardless of race, color, religion, sex, sexual orientation, national origin, age, disability, or any other legally protected status