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Crisis Helpline Responder

Remote: 
Full Remote
Contract: 
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

1-3 years helpline experience, Emotional composure in high stress.

Key responsabilities:

  • Responding to crisis hotline calls
  • Providing crisis counseling services and referrals
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Intellect SME https://www.intellect.com/
51 - 200 Employees
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Job description

As a Crisis Helpline Responder, you will be responsible for providing immediate support and assistance to individuals in crisis through phone calls. Your role is crucial in offering empathetic and non-judgmental listening, crisis intervention, and both internal and external referral services. 

You will work closely with a team of mental health professionals to ensure the safety and well-being of callers and provide them with appropriate resources.

This is a part time remote role with the flexibility to decide where you want to work. Local candidates who speak the local language are preferred but others can still be considered. 

Role & Responsibilities

  • Responding to telephone hotline for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation and concerned friends or family members.
  • Providing a range of evidenced based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques
  • Assessing 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.
  • Maintaining accurate and detailed call reports on key issues and referrals actioned
  • Complying with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR)
  • Supporting 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
  • Ensuring smooth and diligent handover process to next shift personnel
  • Dedicating entire shift to intellect tasks and responsibilities only
  • Conducting risk assessments, including lethality assessment for suicide cases

Requirements

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

Plus Points if you:

  • have a background in mental health or emergency services
  • Completed training in Crisis Intervention or Suicide Prevention
  • can effectively communicate in more than 1 language
  • maintain professional indemnity insurance

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Composure

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