Planned Parenthood Los Angeles is seeking an experienced Teen Call Line Therapist to work at our downtown headquarters office. The purpose of the Teen Call Line Therapist is to support and provide mental health and substance use education and linkage to resources in an extended hours information and resource program for high school students and all teens. Additionally, the Teen Call Line Therapist will provide consultation with PPLA providers as requested, act as a liaison with County Mental Health, Department of Public Health, and/or other health plans/resource agencies. This position will support the Behavioral Health Clinical Services Manager with the development and support of the Teen Call Line Specialists.

Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 57+ years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.

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Our Ideal Candidate will have the following qualifications:

• Master’s degree in Marriage and Family Therapy/Social Work and must be license eligible (ACSW or AMFT). Current Marriage and Family Therapist (LMFT) or Clinical Social Work (LCSW) license in the state of California preferred.
• A minimum of 2 years of post-graduate experience with at least 2 years of direct clinical services, including at least 6 months of experience in crisis work.
• A minimum of 2 years of experience providing behavioral health services to adolescents, young adults, and female clients.
• Must have excellent customer service skills and be committed to providing the highest level of customer service.
• Ability to work independently and as a team member.
• Demonstrate compassion and understanding for people dealing with complex situations.
• Able to quickly and calmly assess caller needs and escalate as needed.
• Comfortable with and able to use teen-friendly language to quickly build rapport when talking about health education, contraception, abortion, Sexually Transmitted Infections, mental health, and substance use.
• Ability to diplomatically communicate and interact well with callers.
• Able to demonstrate mature judgment and critical thinking.
• Ability to relate to diverse communities, especially adolescent populations.
• Ability to take initiative and to utilize resources effectively.
• Maintain professional appearance and attitude.
• Must be comfortable working in a paperless environment including the electronic management of all client information.
• Ability and willingness to travel within Los Angeles County.
• Reliable means of transportation for onsite and off-site work.
• If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.
• Ability to work flexible hours, including evenings, as required.
• Must be able to meet Los Angeles County background check requirements via Live Scan fingerprint clearance.

About the Position:

• Demonstrate Customer Service Standards which are Safety, Respect, Credibility, Compassion and Pride through:
• 1) Actively participating in, and contributing to making the work environment as free from hazards, risk and errors as possible,
• 2) Showing consideration and thoughtfulness with each person and being polite, professional and acting according to individual cultural beliefs,
• 3) Inspiring trust and confidence in those PPLA serves by providing reliable and trustworthy services,
• 4) Demonstrating sensitivity and the desire to serve,
• 5) Demonstrating a level of respect for the importance and value of the Agency’s and each individual’s choices, efforts and achievements.
• Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPLA locations and by all PPLA employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees and contractors.
• Adhere to Agency’s policies, procedures and protocols.
• Supports and facilitates positive working relationships within the department.
• Collaborates with colleagues in other departments to expedite necessary activities.
• Communicates effectively with all customers and team members.
• Act as liaison with LA County Mental Health, Department of Public Health, LA Care and/or other insurance entities.
• Ensure that all appropriate policies and guidelines are followed.
• Provide callers/patients with appropriate support, linkage to resources, and follow up as necessary.
• Offer information and appropriate referrals to community services using warm handoffs when possible.
• Build and maintain a comprehensive resource list.
• Maintain accurate and detailed records of all interactions.
• Appropriately screen callers/patients to determine eligibility for BH services at PPLA.
• Coordinate with therapists regarding referrals to BH program at PPLA.
• Provide ongoing training and support for Teen Call Line Specialists and call center lead agents
• Serves as a clinical resource for Agency staff regarding behavioral health protocols and patient management.
• Adhere to all PPLA protocols consistent with PPFA, federal and state standards.
• Attends clinic staff, clinic management and general staff meetings and in-services as applicable.
• Participates in Task Forces or committees as needed and/or as requested.
• Enforce strong internal and external customer service standards of all program staff.
• Adheres to protocols related to quality, safety/risk management.
• Perform other duties as may be assigned by the VP and/or Senior Directors of Clinical Services and Health Center Operations and/or Medical Director.

Generous salary and benefits package includes:

• Medical, dental, and vision coverage options for you and eligible dependents
• Free basic life/AD&D policy with additional voluntary coverage options
• Short Term Disability, Critical Illness and Accident policies
• 403(b) Retirement plan with up to 3% employer match
• Medical and Dependent Flexible Spending Account plans
• Public Transportation and Commuter Pre-Tax Reimbursements
• Generous vacation, sick, and holiday benefits
• Hiring range: $38.97 - $46.77 per hour (Non-Exempt)

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Compensation Philosophy and Position Hiring Range:

At Planned Parenthood Los Angeles we continuously work towards our values of Justice, Equity, Diversity, and Inclusion including with our compensation philosophy. PPLA recognizes that decisions about pay and benefits have significant impact on staff, so we are committed to ensuring all positions are rooted in a description that identifies competencies, duties, responsibilities and qualifications, and that they are compensated equitably which takes into account both internal organizational equity and market compensation data for similar roles.

Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to protected characteristics, including their perceived protected characteristic. Protected categories include: race (including traits historically associated with race, including but not limited to, hair texture and protective hair styles such as, braids, locs, and twists as examples but not exhaustive list), color, religion or religious creed (including religious belief, observation, practice, dress, and grooming practices), national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding/chestfeeding, or related medical conditions), reproductive health decision-making, gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status (including past, current or prospective service in the uniformed service), and any other characteristic protected under applicable federal, state or local law. PPLA will consider for employment qualified applicants with criminal histories in accordance with the requirements of Los Angeles Fair Chance Initiative for Hiring.