Interested applicants can send a resume and cover letter to the Human Resources department, by email to email@example.com, via fax at 610-432-5174, or mail a copy to 402 North Fulton Street, Allentown, PA 18102.
Warmline is a telephone support service for Lehigh County adults challenged by loneliness, confusion, and other mental health concerns, or who need information about available services. Warmline is a safe, nonjudgmental concerned service for those Lehigh County residents struggling with mental health concerns.
Job Summary: The duties of this position specifically relate to the staffing needs of the 24 hour/7 day a week Warmline. An Information Specialist answers calls from members of the community, provides information or support appropriate to the call, and documents each phone call and each shift.
Answering the telephone and providing information and assistance as requested and appropriate for the call.
Documenting service as required on agency forms.
Participating in training and continuing education as provided.
Being available for phone coverage during regularly scheduled shifts. Being available to flex some time and to provide backup as needed by the program.
Participating in regular supervision and staff meetings as scheduled by the Program Supervisor.
Use of various phone systems after training.
Qualifications: Any combination of education or life experience which would contribute to the ability to understand and empathize with callers, obtain needed information in order to assist callers, guide callers through simple problem-solving steps, provide information and referrals, and evaluate whether there is an emergency. Also required are the availability to use the phone system and to document the service, the capacity to maintain a helping role and intervene appropriately to meet service goals, and the ability to set and maintain appropriate boundaries and limits and to closely follow policies and procedures. The following are also expected: ability to establish a respectful relationship with persons served to help them gain skills and confidence; conviction about the capacity of people to grow and change; commitment to empowering others to solve their own problems; awareness and sensitivity to the service population’s cultural and socioeconomic characteristics; the ability to work collaboratively; and a valuing of a nurturing family as the ideal environment for a person. If work is done at home, the Information Specialist is required to have a safe, private work area that will allow the worker to protect the confidentiality of calls and any paperwork.