Job Description

Position Overview

As an Incident Response Specialist, this position serves as the initial point of contact and plays a vital role in providing support to Scout professionals, leaders, parents or other individuals reporting allegations of child sexual abuse or significant youth safeguarding violations to the Scouts First Helpline. Your expertise will play a crucial role in ensuring that proper protocols are followed, and that families receive the support they need in a timely manner.

This position requires the ability to work under pressure while maintaining a compassionate and empathetic approach. This role performs a wide range of duties to include conducting initial assessment of reporter’s inquiries and needs; analyzing and making recommendations as to appropriate actions to be taken; and coordination and documentation of support/services offered and accepted in Scouting America’s efforts to ensure a victim’s needs are met. The Incident Response Specialist reports to the Manager, Membership Standard.

Responsibilities

• Intake, triage, and assessment of calls and/or emails received through Scouts First helpline.
• Collects and maintains intake documentation in accordance with established policies and procedures.
• Analyzes and makes recommendation(s) as to appropriate response and action(s) to be taken based on assessment.
• Maintains databases regarding requests for services, referrals, and follow up actions.
• Provides regular updates and reports regarding calls/emails received and action taken.
• Performs other job-related duties as assigned.

Competencies

• Knowledge of: Crisis intervention techniques and procedures for people who have experienced trauma; methods to earn trust and handle confidential information; standard office practices, procedures, equipment, and software.
• Skill in: Planning and organizing; resolving conflict; analyzing information; strong interpersonal communications; and initiating action; establishing a strong rapport with diverse populations; working effectively in stressful situations and exhibiting appropriate judgment in assessing needs; communicating effectively verbally and in writing; establishing and maintaining cooperative working relationships with others; maintaining confidentiality of all information and records.
• Ability to: Manage difficult or emotional situations; make recommendations based on analysis.

Qualifications

• 2 years of experience in intake, triage, and assessment of sensitive information.
• Must be able to work effectively with sensitive information and have a demonstrated problem solving and coping capabilities to appropriately link and triage callers to services and resources.
• Must have strong interpersonal and written and verbal communication skills.
• Must know and understand basic human growth and development and principles and techniques of interviewing and recording relevant case information.
• Must have an ability to manage difficult or emotional situations and be able to assist callers by showing empathy and compassion for their specific situations.
• Must be analytical, able to make recommendations and follow through with an appropriate service delivery.
• Requires flexibility to participate in a rotating on-call schedule that includes evenings, weekends, and holidays.
• Must pass a criminal history background check.

Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above-specified education and experience requirements.

Licenses

Certification as a Licensed Professional Counselor (LPC), or a Licensed Master Social Worker (LMSW), or Crime Victim Advocate certification preferred.

Preference

Bachelor’s degree in counseling, psychology, social work, or related field from an accredited university or college.

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