Social Support Specialist | Call Center

Position: Social Support Specialist

Reports to: Director of the Donahoe Center for Support

Overview
Join Hadley’s Donahoe Center for Support and make a meaningful difference in the lives of adults living with vision loss. As a Social Support Specialist, you will be an integral part of a compassionate team dedicated to providing emotional support, fostering connection, and offering thoughtful guidance to individuals navigating changes in their vision.  This position requires strong interpersonal and listening skills, an empathetic approach, and the ability to manage multiple priorities in a fast-paced support environment. Above all, successful candidates demonstrate the ability to remain calm, resourceful, and sincere while managing potentially emotionally charged situations.

We are seeking candidates with experience in social work, counseling, or related human service fields who are passionate about supporting others through life transitions. This role blends emotional support with resource navigation and some level of crisis management, ensuring each person feels heard and connected to the help they need.   

Essential Functions

• Provide direct support to members
• De-escalate emotional situations by offering empathy in a natural, authentic, manner while regulating one’s own emotions.
• Engage with members through calls, emails, and other communication channels.
• Offer empathetic, person-centered support that fosters trust and connection.
• Assess member needs and connect them with appropriate Hadley services and outside resources.
• Maintain accurate and timely documentation of all interactions.
• Manage multiple responsibilities effectively
• Prioritize and balance a high volume of member requests, administrative tasks, and follow-ups.
• Demonstrate strong time management and organizational skills to ensure members’ needs are met promptly.
• Contribute to team effectiveness
• Collaborate with colleagues to review and improve member interactions for continuous quality improvement.
• Participate in team meetings, training, and professional development opportunities.
• Provide support and coverage when other team members are unavailable.

Other responsibilities

• Flexibility to adapt to evolving team needs and new initiatives.

Skills and Competencies

Core Skills

• Empathy & Interpersonal Skills: Ability to build rapport, demonstrate compassion, and provide emotional support.
• Active Listening: Attentive listening across various communication formats; ability to integrate what is heard into personalized support.
• Communication: Clear verbal and written communication, including explaining services, writing emails, and documenting interactions.
• Multi-Tasking & Time Management: Strong organizational skills to manage competing priorities and member needs.

Technical Skills

• Microsoft Office Suite
• Salesforce
• Zoom
• Microsoft Teams

Education and Experience

• Bachelor’s degree in social work, counseling, psychology, human services, or related field required; master’s preferred.
• Experience in a social services, counseling, or support role strongly preferred.
• Excellent interpersonal and problem-solving skills.
• Conversational Spanish a plus.

Why Join Hadley?

At Hadley, we believe in the power of connection, compassion, and lifelong learning. This role offers:

• The opportunity to make a meaningful difference in the lives of individuals navigating vision changes.
• A collaborative team environment focused on empathy, innovation, and continuous learning.
• Professional development opportunities to grow your skills and career in social support services.

Hadley is committed to diversity, equity, and inclusion, and is proud to be an equal opportunity employer.

Hadley offers a comprehensive benefits package including medical, dental, vision, 403b with a match, and more.

The estimated annual compensation for this position is $45,000 - $60,000.