Hotline Advocate

Date Posted: Jul 5, 2024

Requisition ID: 446110

Location:

Indianapolis, IN, US, 46204

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.

About the Family & Social Services Administration (FSSA):

FSSA was established by the Indiana General Assembly in 1991 to consolidate and better integrate the delivery of human services by state government. FSSA is a health care and social services funding agency. Ninety-four percent of the agency’s total budget is paid to thousands of service providers ranging from major medical centers to a physical therapist working with a child or adult with a developmental disability. The seven care divisions in FSSA administer services to more than 1.5 million Hoosiers. FSSA’s mission is to compassionately serve Hoosiers of all ages and connect them with social services, health care and their communities.

Role Overview:

Do you have a heart for helping? At IN211, we touch millions of lives every year by providing education about the 23,000 resources in our database and documenting important details like unmet needs and demographics to better inform our communities. This role works remotely 100% of the time unless needed to attend an in-person meeting. Shift: This role is available for first and second shifts and must include weekend availability. A 3-week (weekdays 8a-5p) in-person training at the Indiana Government Center in downtown Indianapolis is required.

Salary Statement:

The salary for this position traditionally starts at $47,320.00 but may be commensurate with education or work experience.

A Day in the Life:

The essential functions of this role are as follows:

• Respond to individuals via phone call, text, chat, or email to provide effective resource navigation.

• Utilize a comprehensive database to provide the caller with information and referrals that are accurate, appropriate, and confidential.

• Maintain consistent data entry (demographics, assessments & referrals) adherent to center guidelines

• Establish and maintain rapport by utilizing active listening skills, empathy, and well-developed assessment skills.

• Conduct professional assessment to determine needs and identify solutions.

• Provide advocacy for clients when needed by interacting with clients and human service agencies resolving problems and providing information.

• Collaborate with case managers, healthcare providers, or other professionals to determine the most appropriate resource for individuals.

• Use effective crisis intervention skills and suicide prevention tactics when responding to individuals who are in distress.

• Meet or exceed all call metrics

• Identify success stories and other opportunities that will build awareness of and confidence in the broad range of services that 2-1-1 provides.

• Conduct Outcome Surveys, research agencies, and other projects as needed.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

What You'll Need for Success:

You must meet the following requirement to be considered for employment:

• Bachelor’s degree in human services, social work or related field preferred. Will consider candidate with education and experience that meets or exceeds this requirement.

• At least 2 years of related experience in non-profit, case management, crisis hotline or information and referral services.

• Actively and skillfully conceptualize, apply, analyze and/or evaluate information gathered from assessments.

• Excellent reading comprehension, listening, verbal, and written communication skills.

• Ability to maintain a positive, compassionate and professional attitude, even in times of stress.

• Must have effective active listening and problem-solving skills.

• Knowledge of community, regional and state human and social service resources.

• Ability to multi-task in a fast-paced environment.

• Ability to perform with frequent interruptions and/or distractions.

• Must be able to adapt to and retain constantly changing information.

• Display initiative to take on additional projects and tasks.

• Must be willing and able to meet AIRS certification standards.

• Demonstrated personal computer skills with MS Office applications and other software applications.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans

• Wellness Rewards Program: Complete wellness activities to earn gift card rewards

• Health savings account, which includes bi-weekly state contribution

• Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities

• Deferred compensation 457B account (similar to 401k plan) with employer match

• Two (2) fully-funded pension plan options

• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:

• 150 hours of paid new parent leave

• Up to 15 hours of paid community service leave

• Combined 180 hours of paid vacation, personal, and sick leave time off

• 12 paid holidays, 14 on election years

• Education Reimbursement Program

• Group life insurance

• Referral Bonus program

• Employee assistance program that allows for covered behavioral health visits

• Qualified employer for the Public Service Loan Forgiveness Program

• Free Parking for most positions

• Free LinkedIn Learning access

  Equal Employment Opportunity:

  The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.

  If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected] .

  The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.

  Current Employee? Click here (https://performancemanager8.successfactors.com/sf/careers/jobsearch?bplte_company=indianaoff) to apply.