Crisis Helpline Responder (United Kingdom)

Intellect; Ireland; Remote; GBP 20,000 - 30,000; Part time

Job summary

A mental health service provider is looking for a Crisis Helpline Responder to provide immediate support to individuals in crisis. The role is remote and part-time, requiring experience in helplines. Key responsibilities include crisis intervention and risk assessments, working with a team of mental health professionals. Ideal candidates will have training in crisis intervention and a background in mental health or emergency services.

Qualifications

• 1 - 3 years of experience in helplines, in a paid or voluntary capacity.
• Ability to effectively communicate in native and additional languages.
• Experience handling high-risk clinical situations.

Responsibilities

• Provide immediate support and crisis intervention via phone.
• Maintain accurate call reports and comply with data protection laws.
• Conduct risk assessments and provide appropriate service referrals.

Skills

Crisis intervention techniques

Emotional composure

Communication skills

Risk assessment

Education

Training in Crisis Intervention or Suicide Prevention

Background in mental health or emergency services

Job description

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Crisis Helpline Responder (United Kingdom), Ireland

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Client:

Intellect

Location:

Ireland, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

6d9dc8908b7d

Job Views:

42

Posted:

12.08.2025

Expiry Date:

26.09.2025

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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
• 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