Crisis Helpline Responder

Summary

Join our team as a Crisis Helpline Responder and provide immediate support to individuals in crisis via phone calls. Offer empathetic listening, crisis intervention, and referrals. Collaborate with mental health professionals to ensure caller safety and well-being. This is a part-time remote position offering location flexibility. Preference is given to local candidates speaking the local language, but others are welcome to apply. You will be responsible for assessing caller needs, maintaining detailed call reports, and complying with data protection regulations.

Requirements

• Have 1 - 3 years of experience in helplines, either in a paid or voluntary capacity
• Effectively communicate in their native language
• Have experience working with high risk clinical situations (at risk of or affected by suicide or crisis cases)
• Maintain emotional composure in high stress situations, ability to bounce back from stressful interactions and high-risk case

Responsibilities

• Respond to telephone hotline for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation and concerned friends or family members
• Provide a range of evidenced based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques
• Assess the caller's needs and triage for immediate safety or emergency medical attention of callers, or referrals to appropriate service referrals such as face-to-face crisis intervention, case management/advocacy services, individual therapy, or group services
• Maintain accurate and detailed call reports on key issues and referrals actioned
• Comply with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR)
• Support in the development of appropriate crisis management plans to support callers in crisis
• Make a quick in-the-moment decision on how to move forward if the responder is not sure how to proceed
• Ensure smooth and diligent handover process to next shift personnel
• Dedicate entire shift to intellect tasks and responsibilities only
• Conduct risk assessments, including lethality assessment for suicide cases

Preferred Qualifications

• Have a background in mental health or emergency services
• Have completed training in Crisis Intervention or Suicide Prevention
• Effectively communicate in more than 1 language
• Maintain professional indemnity insurance

Benefits

This is a part time remote role with the flexibility to decide where you want to work