Institute on Aging
Friendship Line Counselor - Bilingual Spanish (Full -time)
Institute on Aging, San Francisco, California, United States, 94199
Overview
Institute on Aging (IOA) is advancing healthcare models to enable aging in place. IOA’s Friendship Line Department (FL) seeks a Full-Time, Bilingual Spanish Counselor. This position may be remote in California but requires occasional appearances at IOA HQ in San Francisco for training or other required reasons. Shifts include overnight weekdays and possibly weekends.
The FL Counselor provides emotional support, reassurance, counseling, crisis intervention, abuse prevention, well-being checks, and information and referrals for older adults over the phone.
Responsibilities
Complete six-month assessments for all clients, including PHQ-9, UCLA Loneliness, MOS Social Support, and Suicide Risk Assessment
Provide social support and suicide risk assessment as part of caller care
Ensure all calls to the call center are answered within 60 seconds or less
Provide referrals and information to callers as needed
Enter 100% of caller information into the FL database in real time
Complete new client intakes as requested
Attend relevant training offered by Friendship Line trainers and IOA
Attend weekly FL team staff meetings and supervision with the FL Manager
Assist with scheduling volunteers for phone shifts as needed
Provide support and assistance to volunteers as needed
Contact the FL Supervisor for call-center support when needed
Perform all other related tasks as assigned
Qualifications
Prior or current college coursework in Human Services, Social Work, Gerontology, Psychology, Health Sciences, or related field
Bilingual in Spanish and English
Technology Requirements
High-speed Internet connection with WiFi
Personal computer with Webcam (PC: Windows 7 SP1 or later, or Mac OS 10.11 or later)
Personal mobile device (iOS 8.3+ or Android 4.2+)
Desired Qualifications
Bachelor’s Degree or higher in Human Services, Social Work, Gerontology, Psychology, Health Sciences, or related field
One-year prior work experience with hotlines and/or call centers
Bilingual fluency in English and Spanish (also consider Chinese or Russian)
Prior/current experience as a volunteer or paid staff member in human services
Excellent organizational, interpersonal, and verbal communication skills
Strong attention to detail, ability to multi-task, and good problem-solving skills
MS Office Suite proficiency (Word, Excel, Outlook)
Flexibility and patience to work in a busy team environment
Ability to take direction and refer issues beyond scope to FL Manager
Experience learning and using online databases
Experience working with senior adults
Excellent telephone skills
Compensation Range: $20-$22/hourly. This range is not necessarily reflective of actual compensation and depends on experience, education, and other factors. This range does not include additional equity, benefits, or non-monetary compensation.
Important Notices
Beware of Hiring Scams:
Institute on Aging will never request payment or sensitive personal information during the hiring process. All official communication will come from a verified IOA email address. If you receive suspicious communications, report them to talentacquisition@ioaging.org. All legitimate job openings are on the IOA Careers Page.
We encourage you to learn more about IOA by visiting us here. IOA reserves the right to adjust work hours or duties when appropriate. IOA is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment. Applications are considered without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category. Pursuant to the San Francisco Fair Chance Ordinance, IOA will consider qualified applicants with arrest and conviction records.
Job Details
Seniority level : Entry level
Employment type : Full-time
Job function : Other
Industries : Hospitals and Health Care
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The FL Counselor provides emotional support, reassurance, counseling, crisis intervention, abuse prevention, well-being checks, and information and referrals for older adults over the phone.
Responsibilities
Complete six-month assessments for all clients, including PHQ-9, UCLA Loneliness, MOS Social Support, and Suicide Risk Assessment
Provide social support and suicide risk assessment as part of caller care
Ensure all calls to the call center are answered within 60 seconds or less
Provide referrals and information to callers as needed
Enter 100% of caller information into the FL database in real time
Complete new client intakes as requested
Attend relevant training offered by Friendship Line trainers and IOA
Attend weekly FL team staff meetings and supervision with the FL Manager
Assist with scheduling volunteers for phone shifts as needed
Provide support and assistance to volunteers as needed
Contact the FL Supervisor for call-center support when needed
Perform all other related tasks as assigned
Qualifications
Prior or current college coursework in Human Services, Social Work, Gerontology, Psychology, Health Sciences, or related field
Bilingual in Spanish and English
Technology Requirements
High-speed Internet connection with WiFi
Personal computer with Webcam (PC: Windows 7 SP1 or later, or Mac OS 10.11 or later)
Personal mobile device (iOS 8.3+ or Android 4.2+)
Desired Qualifications
Bachelor’s Degree or higher in Human Services, Social Work, Gerontology, Psychology, Health Sciences, or related field
One-year prior work experience with hotlines and/or call centers
Bilingual fluency in English and Spanish (also consider Chinese or Russian)
Prior/current experience as a volunteer or paid staff member in human services
Excellent organizational, interpersonal, and verbal communication skills
Strong attention to detail, ability to multi-task, and good problem-solving skills
MS Office Suite proficiency (Word, Excel, Outlook)
Flexibility and patience to work in a busy team environment
Ability to take direction and refer issues beyond scope to FL Manager
Experience learning and using online databases
Experience working with senior adults
Excellent telephone skills
Compensation Range: $20-$22/hourly. This range is not necessarily reflective of actual compensation and depends on experience, education, and other factors. This range does not include additional equity, benefits, or non-monetary compensation.
Important Notices
Beware of Hiring Scams:
Institute on Aging will never request payment or sensitive personal information during the hiring process. All official communication will come from a verified IOA email address. If you receive suspicious communications, report them to talentacquisition@ioaging.org. All legitimate job openings are on the IOA Careers Page.
We encourage you to learn more about IOA by visiting us here. IOA reserves the right to adjust work hours or duties when appropriate. IOA is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment. Applications are considered without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status, or any other protected category. Pursuant to the San Francisco Fair Chance Ordinance, IOA will consider qualified applicants with arrest and conviction records.
Job Details
Seniority level : Entry level
Employment type : Full-time
Job function : Other
Industries : Hospitals and Health Care
#J-18808-Ljbffr