HelpLine Specialist - Bilingual (English/Spanish)

Company: The Florida Council on Compulsive Gambling, Inc.
Location: Sanford
Posted on: January 17, 2020

Job Description:

The Florida Council on Compulsive Gambling (FCCG) is seeking a full-time Helpline Specialist. The successful candidate must be bi-lingual in English and Spanish, masterful at juggling numerous tasks simultaneously, have proficient organizational skills, a strong work ethic, and the ability to excel in a fast-paced and high-pressured environment, while being independent and adhering to deadlines. The selected applicant will have professional experience in handling agency calls from those seeking help or information, be skilled in Microsoft Office programs, and be able to work 8 am-5 pm Monday-Friday, with flexibility in schedule if required for special projects and events. Qualifications : -- Bi-lingual (English/Spanish). -- Ability to multi-task. -- Prior experience handling crisis contacts (not mandatory but a plus). -- Ability to follow protocols, manage assignments, follow-ups, and designated tasks related to the HelpLine. -- Personable with a compassionate attitude towards people suffering from addictions. -- Detail-oriented and strong organizational skills. -- Proven track record of meeting challenges and deadlines while effectively managing the day-to-day workflow. -- Ability to record and compile accurate, meaningful data in HelpLine database. -- Professional appearance, telephone etiquette, attitude, and conduct. -- Strong verbal and written communication skills. -- Advanced computer skills in Microsoft Office (Word, Excel, Outlook) and internet searching. -- Knowledge of general office machines, systems, including data entry, e-mail, filing, copying, scanning. All applicants must first complete online testing To get started, copy and paste the following link into browser: https://www.ondemandassessment.com/link/index/JB-YEA41OAT2?u119363 Benefits : Competitive Compensation Vacation/Holidays/Sick Days Short/Long Term Disability -- Medical/Dental/Vision Insurance About the FCCG: The Florida Council on Compulsive Gambling, Inc. (FCCG) is a not-for-profit 501(c)(3) educational and advocacy organization that increases public awareness regarding the risks and consequences associated with gambling, provides assistance to problem gamblers, their families and others adversely affected, and advocates for programs, services and other supports pending population-specific needs. As the statewide clearinghouse for information, assistance and referrals, under contract with Florida state government, the FCCG operates the 24-hour confidential and multilingual Problem Gambling HelpLine, 888-ADMIT-IT, furnishes information, treatment resources, legal, financial and other supports to problem gamblers and loved ones, and provides training and related services to professionals and others who serve this population. The FCCG also operates a treatment program and provides free counseling services by certified professionals to Florida residents who are experiencing problems due to their own or a loved one's gambling. The FCCG is a drug-free workplace and pre-employment drug testing is mandatory. Primary Responsibilities : -- Professionally handle crisis help and information contacts through the 888-ADMIT-IT Helpline and other platforms (live chat, email, texts, etc.) and accurately enter required information into HelpLine database. -- Maintain complete and up to date knowledge of Agency programs, publications, awareness campaigns, resources and services. -- Assist with monthly/annual reports in accordance with Agency requirements and contract obligations. -- Provide daily summary to Agency Directors of important or unusual contacts as well as any routine or additional follow up tasks. -- Prepare mail, informational packets and awareness materials to HelpLine callers and others. -- Organize and maintain detailed logs and Excel spreadsheets of monthly activities performed. -- Assist with fulfillment of material orders and assuring inventory accuracy when necessary. -- Serve as backup in stocking common areas and assuring office equipment is in daily running order. -- Assist with general office support to Agency staff and Directors. -- Recommends items for insertion, deletion or edit in HelpLine database to Agency Directors. -- Performs follow-up evaluation calls as assigned, to determine caller satisfaction and efficacy of HelpLine services. -- Verifies successful transfer of HelpLine to next designated shift and immediately reports any issues to Agency Directors. -- Assists in the completion of mailing lists for Agency awareness and outreach activities. -- Performs other duties upon request.

Keywords: The Florida Council on Compulsive Gambling, Inc., Orlando , HelpLine Specialist - Bilingual (English/Spanish), Other , Sanford, Florida