Crisis Helpline Responder (United Kingdom)

Intellect; Ireland; Remote; GBP 20,000 - 40,000; Part time

Job summary

An established industry player is seeking a dedicated Crisis Helpline Responder to provide immediate support to individuals in crisis. In this part-time remote role, you will engage with callers, offering empathetic listening and crisis intervention. Collaborating with mental health professionals, you will assess needs, triage emergencies, and maintain detailed reports while ensuring compliance with data protection regulations. This role is perfect for those with a background in mental health or emergency services, looking to make a significant impact in a flexible work environment.

Qualifications

• 1-3 years of experience in helplines, either paid or voluntary.
• Ability to maintain emotional composure in high-stress situations.

Responsibilities

• Responding to telephone hotline calls for crisis support.
• Conducting risk assessments, including lethality assessments.

Skills

Crisis Intervention

Effective Communication

Emotional Composure

Risk Assessment

Education

Background in Mental Health

Crisis Intervention Training

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 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.