Hotline Advocate
Date Posted: Sep 5, 2025
Requisition ID: 465283
Location:
100% Remote, IN, US, 46204
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Family & Social Services Administration (FSSA):
FSSA was established by the Indiana General Assembly in 1991 to consolidate and better integrate the delivery of human services by state government. FSSA is a health care and social services funding agency. Ninety-four percent of the agency's total budget is paid to thousands of service providers ranging from major medical centers to a physical therapist working with a child or adult with a developmental disability. The seven care divisions in FSSA administer services to more than 1.5 million Hoosiers. FSSA's mission is to compassionately serve Hoosiers of all ages and connect them with social services, health care and their communities.
Role Overview:
Do you have a heart for helping? At Indiana 211, we touch hundreds of lives every day by guiding people through the complex system of community resources to connect them with the critical support they need. You'll use empathy, thoughtful problem-solving, and the information in our database of thousands of resources to provide accurate referrals in a world of constantly changing information. Documenting important details-like unmet needs and demographics-helps strengthen and inform our local Hoosier communities.
This role requires mandatory attendance at a 3-week, in-person training (weekdays, 8:00?a.m.-5:00?p.m.) at the Indiana Government Center in downtown Indianapolis.
The shift for this role will be 9:45?a.m.-6:15?p.m., Monday-Friday. This role is 100% remote work except for the in-person training period.
Salary Statement:
The salary for this position traditionally starts at $47,320.00 but may be commensurate with education or work experience.
A Day in the Life:
The essential functions of this role are as follows:
Respond to individuals via phone call, text, chat, or email to provide effective resource navigation.
Utilize a comprehensive database to provide the caller with information and referrals that are accurate, appropriate, and confidential.
Maintain consistent data entry (demographics, assessments & referrals) adherent to center guidelines
Establish and maintain rapport by utilizing active listening skills, empathy, and well-developed assessment skills.
Conduct professional assessment to determine needs and identify solutions.
Provide advocacy for clients when needed by interacting with clients and human service agencies resolving problems and providing information.
Collaborate with case managers, healthcare providers, or other professionals to determine the most appropriate resource for individuals.
Use effective crisis intervention skills and suicide prevention tactics when responding to individuals who are in distress.
Meet or exceed all call metrics
Identify success stories and other opportunities that will build awareness of and confidence in the broad range of services that 2-1-1 provides.
Conduct Outcome Surveys, research agencies, and other projects as needed.
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
What You'll Need for Success:
You must meet the following requirement to be considered for employment:
Bachelor's degree in human services, social work or related field preferred. Will consider candidate with education and experience that meets or exceeds this requirement.
At least 2 years of related experience in non-profit, case management, crisis hotline or information and referral services.
Actively and skillfully conceptualize, apply, analyze and/or evaluate information gathered from assessments.
Excellent reading comprehension, listening, verbal, and written communication skills.
Ability to maintain a positive, compassionate and professional attitude, even in times of stress.
Must have effective active listening and problem-solving skills.
Knowledge of community, regional and state human and social service resources.
Ability to multi-task in a fast-paced environment.
Ability to perform with frequent interruptions and/or distractions.
Must be able to adapt to and retain constantly changing information.
Display initiative to take on additional projects and tasks.
Must be willing and able to meet AIRS certification standards.
Demonstrated personal computer skills with MS Office applications and other software applications.
Able to perform essential functions with or without reasonable accommodation.
Supervisory Responsibilities/Direct Reports:
This role may be utilized in a supervisory capacity based on agency needs.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
Current Employee? Click here (https://performancemanager8.successfactors.com/sf/careers/jobsearch?bplte_company=indianaoff) to apply.
