Crisis Helpline Responder (United Kingdom)

Intellect; England; Remote; GBP 40,000 - 60,000; Part time

Job summary

A mental health organization in the United Kingdom is seeking a Crisis Helpline Responder to provide immediate support through phone calls. The ideal candidate will have 1-3 years of experience in helplines, particularly in high-risk clinical situations. This is a flexible part-time remote role, requiring empathetic communication skills to assist individuals in crisis effectively.

Qualifications

• 1 - 3 years of experience in helplines, either in a paid or voluntary capacity.
• Ability to communicate effectively in their native language.
• Experience working with high risk clinical situations.

Responsibilities

• Providing immediate support and assistance to individuals in crisis.
• Responding to telephone hotline for crisis support.
• Assessing the caller's needs and triaging for immediate safety.

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