Helpline Crisis Counselor

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 role offering flexibility in work location. Local candidates fluent in the local language are preferred, but others are welcome to apply. You will be responsible for assessing caller needs, maintaining detailed call reports, and complying with data protection regulations. Experience in helplines and crisis intervention is required.

Requirements

• Have 1-3 years of experience in helplines, either paid or voluntary
• 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 and ability to bounce back from stressful interactions and high-risk cases

Responsibilities

• Respond to telephone hotline calls for crisis support
• Provide evidenced-based crisis counseling services and personal support, using de-escalation and crisis intervention techniques
• Assess caller needs and triage for immediate safety or emergency medical attention, or refer to appropriate services
• Maintain accurate and detailed call reports on key issues and referrals
• Comply with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR)
• Support in the development of appropriate crisis management plans
• Make quick decisions on how to proceed in uncertain situations
• Ensure smooth handover to the next shift
• Dedicate the entire shift to intellectual 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 one language
• Maintain professional indemnity insurance

Benefits

• Part-time remote role
• Flexibility to decide where to work