Provide on-call live phone support for MADD National Helpline. Responsible for responding to, assessing and addressing immediate needs of victims of drunk or drugged driving crashes who may be in need of short-term crisis intervention, emotional support, advocacy, and community referrals.

RESPONSIBILITES

• Be available to take live calls through answering service for a minimum of 24 hours at a time per scheduled shift.
• Provide effective and timely assistance to victims and survivors of drunk and drugged driving crashes as well as concerned community members and others who contact the MADD Victim Help Line (1.877.MADD.HELP).
• Offer emotional support, information, and referrals. Connect them to local MADD offices for continuum of care. Where local MADD victim advocacy is either not available or not appropriate, refer to National Office Victim Services staff as directed.
• Become familiar with referral information for various community resources, victim laws, information on criminal and civil justice systems, crime victim compensation and other resources available to help victims.
• Document case and services and provide proper referrals to victim services team members.
• Other duties as assigned.

REQUIREMENTS

• Bachelor's degree is required in a human services field of study (i.e. social work, psychology, sociology, criminal justice) with a minimum of 1 year of experience in victim advocacy (specifically case management) and/or grief support work (specifically bereaved individuals due to death), or.
• Equivalent experience that includes a minimum of 5 years of experience in victim advocacy (specifically case management) and/or grief support work (specifically bereaved individuals due to death).
• Excellent interpersonal and communications skills; ability to establish rapport with individuals in difficult situations; and high level of customer service initiative required.
• Independent judgment and the ability to work with little supervision are necessary.
• Ethical behavior and respect for confidentiality are a must in this position.
• Excellent communication skills with the ability to develop and convey thoughts clearly, logically and concisely both orally and in writing, using appropriate grammar and command of the English language.
• Ability to work both independently and with others to resolve issues and maintain composure and professionalism in an environment of changing and/or multiple priorities.
• Must be able to work on a timetable, meet deadlines, follow instructions and accept direction on given assignments.
• Strong work ethic with the ability to maintain a high activity level.
• Ability to maintain a professional demeanor during times of stress.
• Must have exceptional internal and external customer service orientation.
• Must have demonstrated computer skills including Microsoft Excel, Outlook and be familiar with entering data into on-line systems. Should also have basic record keeping and math skills.
• Ability to maintain social, ethical and organizational standards in job related activities, at work and in the community.
• Ability to maintain workplace confidentiality and take ownership/accountability for own actions and aspects of the job.
• Demonstrated commitment, passion and compassion for the mission of MADD.

AVAILABILITY

Position will provide primary on-call support on National Helpline on scheduled holidays and/or in an emergency situation as needed. Holidays that will likely need coverage include:

• Martin Luther King Day
• President's Day
• Memorial Day
• Juneteenth
• Independence Day
• MADD Wellness Day (July 5^th)
• Veterans Day
• Thanksgiving Day
• Day After Thanksgiving
• Christmas Eve
• Christmas Day
• New Year's Eve
• New Year's Day

How to Apply: Please provide resume to our hiring team via the APPLY button below