Connect Center Coach

Connect Center Coach (Call-back Warmline)

*Seeking Bilingual Spanish Speaker. Other languages welcomed.

Time: 3-5 hours a week; flexible times (see below in section)

About Us

Love In The Name of Christ (INC) of Broward is part of a national movement to transform communities. Our affiliate unites and mobilizes churches, nonprofits, businesses, and individuals to work together to “love on” community members in need.

Through our Connect Center, we are a warmline that serves teens to adults by offering faith-based life coaching that helps the mind and heart while motivating individuals to develop into Christ-centered transformation. We do not proselytize but simply give words of encouragement and guidance to a more peaceful way of living.

Position Summary

The Connect Coach is responsible for providing empathetic, non-judgmental support to callers experiencing emotional distress, anxiety, or need help finding resources in the community. This role focuses on active listening, de-escalation, and validation, offering a compassionate ear with a caring heart without providing therapy or clinical advice. The Connect Coach helps connect callers with appropriate resources and professional services, guided by established protocols. The Connect Coach must also offer prayer to each caller and inquire if caller is connected to a local church.

Key Responsibilities

• Provide emotional support: Return calls to incoming calls or form requests with empathy and compassion, creating a safe, confidential space for individuals to express their thoughts and feelings without judgment.
• Practice active listening: Use active listening techniques to understand, interpret, and evaluate callers' situations. This includes focusing fully on the speaker, reflecting what is said, and asking open-ended questions to encourage further expression.
• Offer de-escalation and validation: Help callers in distress manage their emotions by remaining calm and empathetic. Validate their feelings to help reduce anxiety and fear.
• Adhere to professional boundaries: Understand and maintain strict professional and ethical boundaries, clarifying that the role is for emotional support, not clinical therapy.
• Provide resource referrals: Connect callers to professional mental health services, crisis centers, community support organizations, and other relevant resources as needed.
• Maintain confidentiality: Ensure the strict confidentiality of all caller information in accordance with ethical standards and legal guidelines.
• Document interactions: Accurately and efficiently document caller interactions, including notes on the conversation and any referrals made.
• Collaborate with team: Work collaboratively with supervisors and other team members, including participating in debriefings and supervision meetings to ensure effective support for all callers.

Qualifications

Must be aligned with the Christian faith and be in community with a local ministry for reference. A high school diploma or equivalent is required, with experience being favorable. Essential skills include strong communication, active listening, empathy, and the ability to remain calm in stressful situations. The role requires emotional resilience, self-care practices, basic computer proficiency, and the ability to work independently while following protocols.

A background check is required, and relevant training is a plus.

Position Environment

This position is remote using a virtual call system. Times to return incoming calls are flexible as designated by supervisor and caller. No weekends or nights past 7pm.

Connect Center meetings are bi-weekly on Thursdays at 5:30pm for one hour.