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Friendship Line Counselor - Bilingual Spanish (Per-Diem, Overnight)

Company: Institute on Aging
Location: Oakland
Posted on: June 8, 2021

Job Description:

You may think "old" when you think of Institute on Aging (IOA) because we offer services for senior adults and are a 40+ year institute. but you wouldn't be more wrong. While we do have a long-standing history in the Bay Area, IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the "status-quo" and create new and more innovative ways to help aging adults maintain their quality of life.

IOA's Friendship Line Department ("FL") is seeking a Per-Diem, Overnight Counselor. This position is a remote first work model however candidates must reside within California. Shifts may include overnight weekdays and weekends from 11 PM to 7 AM. Salary starts at $20.00/ hour.

The FL Counselor receives inbound calls and makes outbound calls providing emotional support, reassurance, counseling, crisis intervention, abuse prevention, well-being checks, and information and referrals for older adults over the phone. FL Counselors also work closely with Supervisors, Manager, Program Coordinator, and Director to ensure that data is collected appropriately, and shifts are adequately covered. Other key duties and responsibilities may include, but not necessarily limited to:

  • Completing six-month assessments for all clients including PHQ-9, UCLA Loneliness, MOS
  • Social Support, and Suicide Risk Assessment
  • Assuring all calls coming into the call center are answered in 60 seconds or less
  • Providing referrals and information to callers as needed
  • Entering 100% of caller information into FL database in real time
  • Completing new client intakes as requested
  • Attending relevant training offered by Friendship Line trainers and IOA
  • Meeting weekly with FL team for staff meetings and with FL Manager for support and
  • supervision
  • Assisting with scheduling volunteers for phone shifts as needed
  • Providing support and assistance to volunteers as needed
  • Contacting FL Supervisor for call-center support if needed
  • Performing all other reasonably related tasks as assigned


  • Bilingual English / Spanish required.
  • Prior or current college coursework in Human Services, Social Work, or other health-related field, including Gerontology, Psychology, or Health Sciences.


  • High speed Internet connection (such as cable or DSL) with WiFi
  • Personal computer with Webcam (PC: Windows 7 SP1 or later, or Mac OS 10.11 or later)
  • Personal mobile device (Apple iOS 8.3 or newer, or Android 4.2 and newer


  • Bachelor's Degree or higher in Human Services, Social Work, Gerontology, Psychology, Health Sciences, or another health-related field
  • One-year prior work experience with hotlines and/or call centers
  • Prior/current experience as a volunteer or paid staff member in human services
  • Excellent organizational, interpersonal, and verbal communication skills
  • Strong detail-orientation, ability to multi-task and good problem-solving skills
  • MS Office Suite proficiency (Word, Excel, Outlook)
  • Flexibility and patience to work in a busy team environment
  • Ability to take direction and refer issues beyond scope of duties to FL Manager
  • Experience learning and using online database
  • Experience working with senior adults
  • Excellent telephone skills

Learn more about Institute on Aging by logging onto www.ioaging.org/about-ioa

IOA reserves the right to revise job descriptions or work hours as required.

Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


Keywords: Institute on Aging, Oakland , Friendship Line Counselor - Bilingual Spanish (Per-Diem, Overnight), Other , Oakland, California

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