Helpline Specialist - Part time

Job Description

Job Description

Salary: $20 - $25 per hour

About PATH

PATH was founded in 1971 by dedicated Illinois State University students, faculty, and community volunteers to support individuals facing crisis situations, including drug-related concerns. What began as a grassroots, phone-based service quickly evolved to meet the growing and changing needs of the Bloomington-Normal area and beyond. Over the decades, PATH has expanded its reach and deepened its impact, now offering crisis intervention, housing support, and access to vital community resources through a range of programs designed to serve diverse populations with care and respect.

This continued evolution reflects our enduring mission: to empower individuals and communities in crisis by providing compassionate access to life-sustaining services that protect life, maintain dignity, and foster stability. Our work is guided by four core valuesCompassion, Collaboration, Empowerment, and Integrity (CCEI)which shape how we engage with those we serve and with one another. We meet every person and situation with empathy, work together to pursue shared goals, support personal and collective growth, and commit to transparency and accountability in all aspects of our work.

At PATH, we believe that diversity strengthens our mission and our team. We are proud to be an equal opportunity and affirmative action employer. Employment decisions are based on merit, performance, and organizational needs. We welcome individuals of all racial and ethnic backgrounds, gender identities, abilities, religions, ages, sexual orientations, veteran statuses, and family structures. We actively cultivate an inclusive workplace where everyone is valued, respected, and supported. People who thrive at PATH are compassionate, collaborative, purpose-driven, and committed to doing what is right, even when difficult. If that resonates with you, we invite you to be part of our work.

Note: This position is supported through grant funding expected to begin on July 1, 2025. Employment is contingent upon the receipt and continuation of these funds.

Position Overview:

The Helpline Specialist provides immediate support to individuals experiencing mental health or emotional crises by responding to 988 contacts through phone, text, and chat platforms. Responsibilities include offering crisis intervention, conducting risk assessments, de-escalating situations, and connecting individuals to appropriate resources. The specialist must communicate effectively both verbally and in writing, follow established protocols, and accurately document all interactions. This role is essential in ensuring that individuals in distress receive compassionate, timely, and effective support.

Responsibilities

988 and Crisis Interactions:

• Establish and maintain rapport and connection with help-seekers.
• Offer assessment and crisis intervention, adhering to established protocols.
• Develop and implement crisis-related safety plans, adhering to established protocols.
• Provide mental health information and referrals, adhering to established protocols.
• Request and connect local mental health center crisis teams for intervention assistance as needed.
• Engage 911 for assistance if there is an imminent risk to the individual or others.
• Maintain accurate and detailed records of all interventions during the work shift.

General Responsibilities:

• Establish and maintain rapport and connection with the Helpline Operations team.
• Adhere to established quality assurance standards and performance metrics to ensure service excellence and customer satisfaction.
• Adhere to all established PATH policies and procedures.
• Participate in team meetings, training, individual support meetings, and other organizational activities as required.
• Actively participate in feedback and evaluation activities.
• Contribute to the continuous improvement of Helpline services by providing feedback, suggestions, and ideas for enhancement.
• Complete all onboarding and continuing education training within the required timeframes.
  
• Clearly demonstrate PATH's values.

Qualifications

Required:

• Employment with PATH requires residency in the State of Illinois.
• High school diploma or equivalent
• Strong verbal and written communication skills
• Demonstrated empathy, active listening, and emotional regulation
• Ability to manage multiple tasks in a fast-paced environment
• Commitment to confidentiality and ethical standards
• Familiarity with Microsoft Office Suite
• Successful completion of required background checks

Preferred:

• Previous experience in crisis intervention, human services, mental health, social work, or related field
• Proficiency with computer systems, databases, and telecommunication platforms
• Volunteer experience or lived experience in relevant areas

Logistics:

Schedule:

• This position guarantees a minimum of 20 hours per week; employees must be available to work at least 16 hours per week.
• Our services operate 24 hours a day, 7 days a week. Shifts are scheduled based on call, text, and chat volume.
• We aim to work with employee availability whenever possible, but schedules and hours cannot be guaranteed and may change based on operational needs.
• Specific schedules will be determined upon completion of training and in cooperation with the Helpline leadership team.
• Team meetings occur monthly on a hybrid basis (alternating in-person and remote); attendance is mandatory; afull team meeting schedule for 2026 will be provided in advance.
• All team meeting time will be compensated at the employees regular rate of pay.
• Employees should plan their schedules accordingly, as pre-planned time off for meeting dates will generally not be approved.
• Exceptions may be considered for part-time employees with college classes or a pre-existing part-time work schedule that conflicts with meeting dates; supporting documentation isrequired at hire and must be provided for any subsequent schedule changes.
• Reasonable accommodations will be provided in accordance with applicable federal and state disability laws.
  

Work Environment:

• This is a hybrid position
• Team meetings occur monthly on a hybrid basis (alternating in-person and remote); attendance is mandatory.
• Remote work allowed with the following conditions:
  • Private workspace
  • Surface space for PATH equipment
  • Direct internet connection (minimum 25mbps download / 5mbps upload)
    

Supervision and Support:

• Reports to assigned Helpline Manager(s)
• Receives formal supervision at least once per month
• Informal check-ins occur each scheduled shift
• Receives ongoing feedback and support from Quality and Training Coordinator(s)
• Formal performance evaluation conducted at least annually
  

Estimated Start Date: Start date will be determined based on hiring needs; candidates should generally be available to begin within two weeks of offer acceptance.

Benefits

• Earned paid time off (1 hour per 40 hours worked)
• Supplemental insurance options if working 20+ hours per week
• 401(k) retirement plan
  

Follow Up:

• To ensure a fair process for all applicants, we review applications on an ongoing basis Monday through Thursday. Applicants can expect to receive a response regarding the status of their application within three business days. If you have not heard from us within that timeframe, please feel free to reach out. We truly appreciate your interest in joining our team and the time youve taken to apply.