About Us
Contact Community Services is a Syracuse-based nonprofit organization dedicated to supporting the social, emotional, behavioral, and mental health of individuals across the lifespan. We respond to the evolving needs of our community with compassion, professionalism, and care.
Internship Overview
Contact Community Services offers a range of community-based support programs, including TeleCare (telephone reassurance), the Contact Warmline and the Cayuga Hotline (supportive listening), as well as community outreach and training initiatives.
Interns in this role gain hands-on experience providing compassionate, phone-based support while learning how community-based mental health services operate. Primary responsibilities include making outbound TeleCare calls and, as appropriate, supporting Warmline services and outreach efforts.
Program Services Supported by Volunteer Interns
- Contact Warmline: Provides free, confidential, non-crisis support through inbound calls focused on listening, emotional support, and connection.
TeleCare: A telephone reassurance program providing scheduled outbound calls to individuals experiencing isolation, loneliness, or limited social support.
- Cayuga Hotline: The Cayuga Hotline provides inbound support for individuals or loved ones experiencing mental health or substance use concerns, including crisis situations. Calls focus on supportive listening, identifying the caller’s immediate needs, and helping determine the most appropriate level of support or response.
- 211: Interns may also have opportunities to support our 211 program through activities such as resource database support, providing referrals, and collaborating with community partner programs to strengthen connections to local services. Availability and specific responsibilities may vary based on program needs, internship requirements, as well as intern interests and experience.
Why Intern at Contact?
-Earn college credit
-Receive high-quality training, mentorship, and supervision
-Obtain professional references and/or letters of recommendation
-Build confidence in communication, boundaries, and helping skills
-Explore careers in mental health and human services
-Network with professionals and learn about local career opportunities
-Make a meaningful difference in people’s lives
Schedule & Structure
Interns develop a consistent schedule based on availability and program needs.
Some hybrid opportunities may be available depending on shift time, demonstrated readiness, and role responsibilities. Agency equipment is provided as needed.
Essential Intern Functions
Interns are expected to:
-Demonstrate active listening and engagement skills
-Provide compassionate, respectful support to clients and callers
-Maintain confidentiality of all client and agency information, and avoid unnecessary/inappropriate self-disclosure
-Follow established escalation and safety procedures when concerns arise
-Participate in required trainings, supervision, and skill development opportunities
-Collaborate professionally with staff, volunteers, and fellow interns
Duties & Responsibilities
TeleCare Support
-Place outgoing TeleCare calls (typically up to 10 minutes)
-Provide social connection and supportive conversation
-Complete wellness and safety check-ins
-Provide medication reminders when appropriate
-Document interactions using web-based call management software
Warmline/Hotline & Additional Program Support
-Support Warmline and Cayuga services based on training and readiness
-Participate in outreach and community engagement activities, as available
-Asist with trainings, presentations, and outreach, as necessary
-Document all phone interactions in the designated system
-Attend supervision sessions, team meetings, and trainings
-Participate in ongoing learning, skill development, and assigned responsibilities (including 211 program, if agreed upon)
Other Expectations
Interns are expected to:
-Provide class schedule, syllabus, and internship advisor contact information
-Maintain consistent attendance and punctuality
-Communicate promptly and professionally via phone and email
-Demonstrate professionalism in all interactions
-Come prepared to meetings and trainings
-Track internship hours and required documentation
Failure to meet expectations related to attendance, professionalism, or role responsibilities may result in corrective action, including possible suspension or termination of the internship placement.
Training & Support
Interns receive structured onboarding, training, and ongoing supervision. Training topics include:
-Active listening and engagement skills
-Warmline and TeleCare call handling
-Escalation and safety procedures
-Phone and documentation systems
-Shadowing and guided call practice
Initial training is approximately 12 hours, followed by supported practice and ongoing coaching from program staff.