Crisis Helpline Responder (Mandarin Speaker)

Intellect; Indonesia; On-site; IDR 826,560,000 - 1,377,600,000; Part time

Job summary

Intellect, a digital mental healthcare company, is seeking a part-time Crisis Helpline Responder. You will provide evidence-based crisis counselling to callers, assess safety needs, and coordinate referrals with a focus on compassionate, confidential support.

Role requires 1–3 years of helpline experience, training in crisis intervention or suicide prevention, and the ability to stay composed under pressure. GDPR compliance and accurate reporting are essential components of the position.

Qualifications

• 1–3 years of helpline experience.
• Effective communication in their native language.
• Experience with high-risk clinical crisis situations.
• Ability to remain calm under pressure.

Responsibilities

• Respond to crisis calls and provide professional crisis counselling.
• Assess caller needs and triage for safety or emergency care.
• Document call reports and referrals.
• Comply with GDPR and data protection requirements.
• Develop crisis management plans and handover between shifts.
• Make quick in-the-moment decisions to proceed when unsure.
• Ensure smooth handover to next shift personnel.
• Dedicate shift to Intellect tasks and responsibilities.

Skills

Crisis counselling

De-escalation techniques

Risk assessment

Empathy and active listening

Data privacy compliance

Education

Training in Crisis intervention or Suicide prevention

Job description

We're looking for a part time Crisis Helpline Responder with proven experience as a helpline counsellor or responder, and completed training in Crisis intervention or Suicide prevention.

About Intellect

Intellect is a digital mental healthcare company providing an entirely new way for employers to effectively care for their employees' health & mental wellbeing. We're a team of psychologists, clinicians, and technologists providing an evidence-based approach to proactively help anyone, no matter where they are on their mental health journey. Our mission is to make mental health support radically more accessible, preventative & relatable, and stigma-free. Join us on our mission to reinvent how mental healthcare is being delivered

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) and
• 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