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 calls for crisis support of individuals bereaved through suicide, engaging in self-harm, experiencing suicidal ideation, and concerned friends or family members.
* Providing a range of evidence-based, professional crisis counseling services and personal support, employing de-escalation and crisis intervention techniques.
* Assessing callers' needs and triaging for immediate safety or emergency medical attention, or referring to appropriate services such as face-to-face crisis intervention, case management/advocacy, individual therapy, or group services.
* Maintaining accurate and detailed call reports on key issues and actions taken.
* Complying with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR).
* Supporting the development of crisis management plans to aid callers in crisis.
* Making quick, in-the-moment decisions on how to proceed when unsure.
* Ensuring a smooth handover process to the next shift personnel.
* Dedicated to focusing solely on intellectual tasks and responsibilities during the shift.
* Conducting risk assessments, including lethality assessments for suicide cases.
Requirements
* 1-3 years of experience in helplines, either paid or voluntary.
* Effective communication skills in their native language.
* Experience working with high-risk clinical situations related to suicide or crisis cases.
* Ability to maintain emotional composure in high-stress situations and recover from stressful interactions.
Plus points if you:
* Have a background in mental health or emergency services.
* Have completed training in Crisis Intervention or Suicide Prevention.
* Can communicate effectively in more than one language.
* Maintain professional indemnity insurance.
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