Crisis Helpline Responder (Mandarin Speaker)

Intellect; Malaysia; On-site; MYR 25,000 - 44,000; Part time

Job summary

Intellect is seeking a part-time Crisis Helpline Responder with proven helpline counselling experience and training in crisis intervention or suicide prevention. You will handle crisis calls, provide evidence-based counselling, and triage safety concerns, reporting on each interaction to support callers and teams.

The role emphasizes de-escalation, accurate call documentation, and adherence to data protection standards.

Qualifications

• 1–3 years of experience in helplines or crisis support.
• Ability to communicate effectively in your native language.
• Experience with high-risk clinical situations and maintaining composure under stress.

Responsibilities

• Respond to crisis hotline calls, providing evidence-based crisis counselling and personal support.
• Use de-escalation and intervention techniques to manage imminent safety concerns.
• Assess caller needs and triage for safety or referrals; document call reports accurately.
• Support development of crisis management plans and ensure smooth handovers between shifts.

Skills

Crisis counseling

Emotional resilience

Multilingual communication

Education

Crisis Intervention Training

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