Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be.

The Helpline Counselor/Care Coordinator provides telephone-based information, referrals, crisis counseling, suicide intervention, and enhanced advocacy to clients seeking services. This role also ensures individuals receive services for which they are eligible by offering comprehensive system navigation, screening, assessment, and linkage via phone and email. Additionally, involves follow-up services, advocacy, staff training, and community engagement to enhance access to resources and improve service delivery.

Essential Duties and Responsibilities:

• Provides appropriate information and referrals to social service agencies for callers contacting the any of our Helplines.
• Provides telephone crisis counseling as well as suicide intervention services to callers experiencing crisis situations.
• Completes suicide safety assessment, suicide safety planning, de-escalation, and follow-up’s with at-risk clients.
• Serves as a mandated reporter in cases of suspected abuse or neglect.
• Meets key performance indicators as defined by funder, contractual, and accreditation requirements, such as 90% of calls answered within 15 seconds or less.
• Facilitate referrals and warm transfers to appropriate service providers or facilities, ensuring individuals receive necessary benefits.
• Ensures accurate and timely data entry into client databases and compose necessary documentation, including case notes and reports.
• Provides follow-up services and care coordination tailored to clients who may benefit from additional support.
• Advocate on behalf of individuals and families to access federally funded and private organizations to meet their basic and service-related needs.
• Mandatory In Person Training: The first three (3) weeks of employment consist of comprehensive training to ensure proficiency in helpline operations, crisis intervention, and service navigation.
• Nesting Period: Following training, employees will undergo a one-two month nesting period in the office 5 days a week for additional support, skill development, and performance evaluation.
• Hybrid Schedule Eligibility: After successfully completing the nesting phase, counselors may transition to a hybrid work schedule as approved by management.
• Assist the Data Resource Team in expanding and maintaining an up-to-date Community Resource Directory.
• Consistently adheres to assigned schedule and demonstrates flexibility to call center coverage needs, including evening/overnight shifts, weekends and holidays.
• Maintain effective working relationships with colleagues and demonstrate professionalism, respect, trust, and confidentiality in all interactions.
• Participate in proactive team efforts, ongoing supervision, training, and staff meetings.
• Represent the organization at community outreach events, workgroups, and task forces as needed.
• Serve as a member of the Disaster Relief Team, which may require deployment to safe disaster sites, extended shifts, and restricted PTO during crises.
• Ensure compliance with confidentiality policies, HIPAA regulations, and organizational protocols.
• Obtain certification as an Information & Referral Specialist through Inform USA and Crisis Specialist through American Association of Suicidology after 1-year tenure.
• Assist with special projects as assigned.

This position requires strong crisis intervention skills, advocacy, and coordination abilities to support clients effectively while maintaining a high standard of service.

PERKS: We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

ABOUT: Jewish Community Services of South Florida (JCS) is the foremost non-profit, human services agency whose mission is to improve the quality of life and self-sufficiency of the Jewish and broader communities throughout South Florida in accordance with Jewish values. Founded in 1920, JCS delivers exemplary social services through compassionate and comprehensive programs that help people stay healthy and productive.

JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

JCS strictly enforces a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug-free workplace.

All of Senior Management and Managers are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, managers and supervisors help set the standard for involvement and demonstrate our commitment to these meaningful traditions.

• Bachelor’s degree in Social Work or Human Service field. Equivalent experience and demonstrated skill in social services may be considered.
• Two years’ experience in providing information and referral services, preferred.
• One or more years in crisis counseling or clinical work preferred.
• Strong interpersonal skills.
• Ability to communicate information calmly and effectively in emergency or high stress situations.
• Ability to work effectively and with sensitivity with culturally diverse populations.
• Ability to multi-task.
• Bilingual – English/Spanish/Creole, preferred