Crisis Helpline Responder Malaysia (Full Time)

Intellect; Malaysia; On-site; MYR 39,000 - 61,000; Full time

Job summary

Intellect is hiring a full-time Crisis Helpline Responder in Malaysia. You will provide professional crisis counselling, conduct risk and lethality assessments, and guide callers to safety or appropriate services.

The role requires 1–3 years of helpline experience, training in crisis intervention or suicide prevention, and the ability to stay calm under stress. Prior experience with GDPR/data protection is preferred; multiple languages is a plus.

Qualifications

• 1–3 years of experience in helplines, paid or voluntary.
• Master's degree in Psychology/Counselling preferred.
• Completed training in Crisis Intervention or Suicide Prevention.
• Experience with high-risk crisis situations.
• Ability to maintain emotional composure under stress.

Responsibilities

• Respond to crisis calls and provide evidence-based crisis counselling.
• Conduct risk and lethality assessments for suicide cases.
• Provide referrals to appropriate services as needed.
• Maintain accurate call reports and comply with privacy laws (GDPR).
• Support development of crisis management plans.

Skills

Crisis intervention

Suicide prevention

Risk assessment

Crisis counselling

Telephone helpline

Education

Master's degree in Psychology/Counselling

Job description

We're looking for a full 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.
• Conducting risk assessments, including lethality assessment for suicide cases
• 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

• 1 - 3 years of experience in helplines, either in a paid or voluntary capacity
• Preferrably with Master's Degree in Psychology/Counselling or relevant field
• Completed training in Crisis Intervention or Suicide Prevention
• Experience working with high risk clinical situations (at risk of or affected by suicide or crisis cases)
• Has the appropriate insurances required by your country
• Ability to maintain emotional composure in high stress situations, ability to bounce back from stressful interactions and high-risk cases

Plus Points if you:

• have a background in mental health or emergency services
• can effectively communicate in more than 1 language
• maintain professional indemnity insurance