Crisis Helpline Responder

Summary

Join our team as a Crisis Helpline Responder and make a real difference in the lives of individuals facing urgent crises. You will provide immediate support and guidance, offering compassionate listening, crisis intervention, and referrals to appropriate resources. This flexible, remote part-time role allows you to work from anywhere, offering a unique opportunity to contribute to a vital service. You will work closely with a dedicated team of mental health professionals, ensuring the safety and well-being of callers. We are seeking compassionate and skilled individuals to join our mission of providing a lifeline to those in distress. While local candidates fluent in the local language are preferred, we welcome all qualified applicants.

Requirements

• 1-3 years of experience on helplines (paid or volunteer), preferably in mental health or crisis settings
• Fluent communication skills in your native language; proficiency in additional languages is a plus
• Experience managing high-risk situations, including those at risk of suicide or in acute crisis
• Resilience and emotional composure under pressure, with the ability to recover from challenging interactions, ability to bounce back from stressful interactions and high-risk case

Responsibilities

• Respond to crisis hotline calls, supporting those impacted by suicide, self-harm, and suicidal thoughts, as well as concerned family members or friends
• Deliver professional, evidence-based crisis counseling and emotional support, using de-escalation and crisis intervention techniques
• Assess caller needs and, when necessary, arrange emergency services or referrals to appropriate resources, including face-to-face crisis intervention, advocacy services, therapy, or group support
• Maintain accurate and detailed call records, capturing key issues and referrals
• Adhere to Data Protection Acts (1988, 2003, & 2018 GDPR) for caller confidentiality
• Assist in developing crisis management plans tailored to each caller’s needs
• Make quick, informed decisions during calls, prioritizing safety and support
• Ensure smooth, thorough handover to the next shift, maintaining continuity for caller support
• Dedicate each shift solely to Intellect’s crisis support responsibilities, conducting risk assessments as needed for high-risk cases

Preferred Qualifications

• Background in mental health or emergency services
• Completed training in Crisis Intervention or Suicide Prevention
• Proficiency in multiple languages

Benefits

Flexible, remote part-time role