Crisis Line Intake Support

Miami Gardens, FL
Full Time
Entry Level
About Sandy Hook Promise 
Sandy Hook Promise (SHP) is a national nonprofit organization with a mission to end school shootings,
and create a culture change that prevents violence and other harmful acts that hurt children. Through its life-saving evidence-informed Know the Signs prevention programs, SHP educates and empowers youth and adults to recognize, intervene, and get help for individuals who may be socially isolated and/or at risk of hurting themselves or others. SHP is a moderate, bipartisan organization that supports sensible policy solutions that address the human side of gun violence and make schools safer.

SHP is led by several family members whose loved ones were killed in the tragic mass shooting at Sandy Hook Elementary School on December 14, 2012.  

Commitment to Racial Justice, Equity, Diversity, and Inclusion 
SHP strives to ensure its culture and work environment reflect the values of race, diversity, equity, and inclusion (REDI) and is responsive to the views and issues of the diverse communities with which we live and work. SHP encourages individuals who have demonstrated a commitment to equity and inclusion to apply.  

About the Role
The National Crisis Line Intake Support will monitor, receive, analyze, triage, and deliver tips submitted to the Center, from school districts across the US. The Crisis Support must utilize critical thinking skills and information-gathering techniques to procure and disseminate the most accurate and actionable information possible to clients. As such, this position requires the ability to conduct thoughtful analyses under pressure and to clearly identify and articulate relevant information with clients and supervisors. The National Crisis Line Intake Support will report to the Crisis Center Assistant Manager, Manager, and Director.

Job Location
The National Crisis Center is located in Miami, FL. The candidate must be willing and able to work at the Crisis Center, any shift, as the Crisis Center operates 24 / 7 / 365, including day shifts, evening shifts, overnight shifts, varied shifts weekends and holidays. The Crisis Line Intake Support  must also be available to travel as needed.

 Job Responsibilities
  • Confidently navigate and utilize all tip/alert management platforms including the account management up up side (training will be provided)
  • Ability to Act rationally and decisively in high-stress or time-sensitive situations
  • Engage genuinely with end users (tipsters) to build trust and gather information. Build, promote, and maintain collaborative relationships with the Say Something Anonymous reporting client.  
  • Multitask / prioritize responsibilities (Work within several different web applications while using effective communication skills at a given time)
  • Accurately and concisely communicate with clients, stakeholders, Sr. management and staff  
  • Ensure timely response, analysis, prioritization, processing, and delivery of tips, alerts and their system wide notification platforms. Perform regular, in-depth account management, tip audits and peer / self-performance evaluations
  • Promote the values and mission of Sandy Hook Promise, the SS-ARS program
  • Understand crisis counseling and effective information gathering basics to create and maintain rapport with tipsters
  • Utilize strong analytical skills to derive pertinent information in support of successful tip outcome
  • Work and collaborate with teammates from across the organization as necessary.
  •  Other duties as identified given organizational needs.
  •  Have a basic understanding of data literacy and willingness to use and refer to data.
  • Bachelor's Degree, Social work, Psychology, Human Services, Criminal Justice, Education, Communications, and/or two years’ experience in related fields
  • Proven analytical, problem-solving, organizational, typing and prioritization skills
  • Outstanding written and oral communication skills (execution of proper English grammar, usage, and mechanics)
  • Demonstrated attention to detail and accuracy
  • Self-starter with positive energy and flexibility in a fast-paced environment
  • Proficiency in Microsoft Office applications, including Teams, Word and Excel and other relevant software
Benefits and Salary Range
The National Crisis Center is 24/7/365, therefore it is an hourly position with shift differential. The starting rate for the Crisis Line Intake Support is $21.63/hour with an increase in pay once the training period is completed.
  • SHP offers a competitive benefits package, including:
    • Unlimited PTO
    • Paid holidays and 10 days sick leave
    • Paid parental leave
    • Health, dental, and vision
    • Employer paid life insurance and short- and long-term disability
    • 401k match
    • Employer Paid Employee Assistance Program.
Equal Opportunity Employment 
SHP is proud to be an equal opportunity employer. We strive to be an employer of choice: where a diverse mix of talented people want to come and do their best work. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other protected characteristic. We are focused on promoting diversity, multiculturalism, and inclusion and believe deeply in having a workforce comprised of people of all beliefs and backgrounds who seek to prevent gun violence and stop the tragic loss of life. Members of all under-represented groups are encouraged to apply. 

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