About the Company
Multnomah County Mental Health and Addiction Services is a vital part of the Multnomah County Health Department, dedicated to fostering a healthy and resilient community. We provide comprehensive mental health and addiction services, support, and resources to individuals and families across the county. Our mission is to ensure equitable access to care, promote recovery, and prevent mental health crises, building a stronger, more compassionate Portland.
Job Description
Are you passionate about helping others and making a tangible difference in your community? Multnomah County Mental Health and Addiction Services is seeking empathetic and dedicated individuals to join our team as Trainee Crisis Hotline Operators. This is an entry-level public sector position designed for individuals with no prior experience in crisis intervention. We provide comprehensive, paid training to equip you with the skills and knowledge needed to support individuals experiencing mental health crises. You will play a crucial role in providing immediate, compassionate support to callers, de-escalating situations, and connecting them with appropriate resources. This role requires commitment to shift work, including evenings, weekends, and holidays, to ensure continuous support for our community.
Key Responsibilities
- Answer incoming calls to the crisis hotline promptly and professionally.
- Practice active listening and provide empathetic, non-judgmental support to callers.
- Utilize crisis intervention techniques to de-escalate emotional situations.
- Assess caller needs and risk factors to determine appropriate support and resources.
- Provide information and referrals to mental health services, community resources, and emergency services as needed.
- Maintain accurate and confidential records of all calls and interactions.
- Collaborate with team members and supervisors to ensure consistent and high-quality service.
- Adhere strictly to all organizational policies, procedures, and ethical guidelines.
- Participate actively in ongoing training and professional development.
- Contribute to a supportive and collaborative team environment.
Required Skills
- Exceptional verbal communication and interpersonal skills.
- Strong capacity for empathy, patience, and active listening.
- Ability to remain calm, composed, and professional under pressure.
- Basic computer proficiency for data entry and record-keeping.
- Reliability and flexibility to work various shifts, including nights, weekends, and holidays.
- Commitment to maintaining strict confidentiality.
- Ability to follow established protocols and guidelines.
- No prior experience in crisis intervention or mental health services required; full training provided.
Preferred Qualifications
- High School Diploma or GED.
- Bilingualism (especially Spanish, Vietnamese, Mandarin, or Russian) is a significant plus.
- Some experience in customer service, volunteer work, or roles requiring direct public interaction.
- Familiarity with community resources in the Portland/Multnomah County area.
Perks & Benefits
- Comprehensive paid training program.
- Medical, dental, and vision insurance coverage.
- Generous paid time off (PTO) and holidays.
- Oregon Public Employees Retirement System (PERS) eligibility.
- Employee Assistance Program (EAP) for personal and professional support.
- Opportunities for professional growth and career advancement within the public sector.
- A supportive and mission-driven work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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