Crisis Helpline Responder (United Kingdom)

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 nonjudgmental 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 wellbeing 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 selfharm, experiencing suicide ideation and concerned friends or family members.
• Providing a range of evidenced based, professional crisis counselling services and personal support, employing deescalation techniques and crisis intervention techniques
• Assessing the callers needs and triage for immediate safety or emergency medical attention of callers, or referrals to appropriate service referrals such as facetoface crisis intervention, case managementadvocacy 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 inthemoment 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 highrisk 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