Crisis Monitor Specialist (Associate), Billy Graham 24/7 Prayer Line

JOB DESCRIPTIONS

Essential Duties and Responsibilities

• Work at least four (4) shifts per week (4-hour shifts) in the Midnight – 8:00 AM Eastern Time work hours.  Days off may vary from week to week. Other shifts between 8am through midnight may be required.
• Assist with monitoring call volume and phone representatives on the Prayer Line, including monitoring live reports, confirming system wide applications are operating successfully, and providing troubleshooting assistance to phone representatives
• Serve on a rotating “on call” schedule in order to provide back-up support to the Prayer Line Monitoring team when sudden vacancies arise which may occur at any point during our 24/7 schedule
• Monitor all Prayer Line communication channels, being prepared to handle any crisis caller situation and escalate to the proper authorities when necessary
• Provides care and support to phone representatives through phone and email communication, being prepared to answer questions that are both technical and spiritual in nature
• Review and assess recorded calls for quality and procedural standard adherence
• Communicate and report all findings from call reviews with management
• Recommend appropriate coaching for Prayer Line reps

Marginal Duties and Responsibilities

• Answer incoming Prayer Line calls during high call volume periods
• Analyze and appropriately respond to the spiritual needs of callers, praying with them, and leading them to Christ when necessary
• Attend all required Prayer Line and Christian Response Staff meetings as requested
• Other duties as assigned

Ministry Requirements

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Jesus Christ
• Faithfully upholds BGEA in prayer
• Participates in daily BGEA staff devotions including Bible reading, and leading group prayer as schedule permits
• Demonstrates behavior aligned with BGEA’s Mission Statement, Statement of Faith, Hallmarks, policies, and expectations
• Effectively represents Jesus Christ to those within both personal and professional spheres of influence

Skills and Knowledge

• General knowledge of BGEA, and agreement with related philosophy and principles
• Experience with Word, Excel, and data entry
• Excellent verbal communications skills, with ability to interact with applicants and colleagues in a Christ-like, professional manner
• Ability to work cooperatively, with flexibility to adapt to change and new tasks

Physical/Mental Demands

• Flexibility to work varied and extended hours as necessary, including nights, early mornings (3rd shift), holidays and weekends
• Ability to confidently identify difficult calls or strong reactions on Prayer Calls
• Ability to maintain confidentiality
• Demonstrate a strong prayer life and spiritual wellness and maturity

Working Conditions

• Work is typically performed in a remote environment that is free of background sounds and distractions
• Work requires a Smart Phone and PC to access systems and software applications. Home internet speed must be sufficient to support work applications.
• Close interaction with others via interactive media meetings and phone calls