Client Access and Helpline Counselor

Job description

Job Location: Miami, FL 33181 | Full Time | $26.00/hour 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. The Client Access & Helpline Counselor serves as a central entry point into services at JCS, integrating intake, information and referral, helpline support, and on-site coordination to ensure a seamless continuum of care. This role bridges the Access and 211 Contact Center functions, supporting individuals and families with needs such as emotional distress, counseling, food insecurity, financial assistance, and other social services. The Counselor engages a diverse population, including members of the Jewish and Orthodox communities as well as broader and underserved populations such as immigrants, older adults, and other vulnerable groups. This role requires strong empathy, cultural sensitivity, and the ability to support individuals during times of stress or uncertainty. SCHEDULE: Sunday through Thursday, 11:00am – 8:00pm (with 1 hour unpaid break) ESSENTIAL DUTIES AND RESPONSIBILITIES: Access, Intake & Assessment Serve as a primary point of entry for individuals and families seeking services Conduct intake assessments using trauma-informed approaches Identify needs across behavioral health, financial, food, housing, and social services Provide referrals and connect clients to internal and external resources Maintain accurate and timely documentation 211 Helpline & Information/Referral Services Respond to 211 calls providing information and resource navigation Assess caller needs and determine appropriate next steps Utilize de-escalation skills for individuals in distress Triage callers to appropriate crisis services when necessary (non-988) Document all interactions in compliance with standards Client Engagement & Continuity of Care Bridge Access and Contact Center functions to ensure continuity Support internal handoffs and follow-ups Maintain knowledge of programs and community resources Ensure a coordinated, client-centered experience On-Site Client Support & Office Coordination Ensure staff are not working alone during evening clinical hours Greet and check in clients and coordinate with clinicians Maintain a safe and professional environment Collaborate with security staff for safety procedures Administrative & Operational Support Maintain confidentiality and compliance with HIPAA and agency policies Answer multi-line phones and support call routing across Access and 211 Support data collection efforts, including client surveys and program tracking Qualifications Bachelor's degree in Social Work, Psychology, Human Services, or related field required Minimum 2–3 years of relevant experience assessing client needs and referring to appropriate resources Experience in intake, call center operations, or behavioral health settings preferred Knowledge of community resources with familiarity/sensitivity of the Jewish/Orthodox Communities Bilingual English/Spanish required Strong communication, organizational, and interpersonal skills Proficiency in Microsoft Office Suite Perks: Competitive benefits package including medical and dental plans, generous vacation and holiday pay, 401(k) match, monthly in-service training, and CEU opportunities. JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer.