Crisis Support Executive

SAMARITANS OF SINGAPORE LIMITED; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

Samaritans of Singapore Limited is seeking a Crisis Support Executive to join the Crisis Support Team. You will conduct initial risk assessments of clients via calls, emails and text messages and determine follow-up actions in collaboration with the Clinical Team.

You will also provide frontline support to volunteers manning the organization’s 24-7 hotline, and assist with training and supervision of volunteers. Shift work including evenings, overnights, weekends and public holidays is required.

Qualifications

• Diploma or equivalent in Social Work, Psychology or Counselling (preferred)
• 1–2 years of experience in the Social Service Sector (preferred)
• Experience in volunteer management or hotline operation (preferred)

Responsibilities

• Conduct initial assessment and classify incoming calls, emails and text messages according to risk levels.
• Provide first level response to low-risk clients where necessary.
• Refer cases to the Clinical team for follow up actions/crisis support interventions.
• Coordinate on the activation of emergency support where applicable.
• Frontline support to volunteers manning the 24-7 hotline service.
• Assist with training and supervision of trainee volunteers.
• Orientate and guide new volunteers starting call or messaging duties.
• Update volunteers on callers’ or clients’ development.
• Provide off-site support for volunteers outside office hours where necessary.

Skills

Interpersonal communication

Self-motivated

Team player

Shift work

Education

Diploma in Social Work, Psychology or Counselling

Job description

The Crisis Support Executive (CSE) in the Crisis Support Team supports the work of the Core Services by conducting initial assessment of clients’ risks and needs. This includes classifying of incoming calls, emails and text messages according to the risk levels. He/she decides the required follow up actions, which typically include referring of cases to the Clinical Team for crisis support or counselling.

CSE also makes preliminary outgoing calls, emails or text messages, if necessary, to facilitate the initial assessment in terms of client risk level. He or she provides frontline support to volunteers who are manning the organization’s 24-7 hotline service.

Duties and Responsibilities:

• Conduct initial assessment and classify incoming calls, emails and text messages according to the risk levels. Scope of work includes:

1. Classify calls, emails, text messages on the system
2. Make outgoing calls, emails or text messages where necessary to facilitate assessment
3. Provide first level response to low-risk clients where necessary
4. Provide information on SOS services or on community resources to third party callers
5. Support in the administration and documentation of the processes
6. Refer cases to the Clinical team for follow up actions/ crisis support interventions
7. Coordinate on the activation of emergency support where applicable

• Frontline support to volunteers who are manning the organization’s 24-7 Services. Scope of work includes:

1. Assist with phone or chat duties in the event of shortage of volunteers
2. Being activated onsite to support persons in crisis or next-of-kins
3. Support in training and supervision of trainee volunteers
4. Orientate and guide new volunteers who have just started performing call or messaging duties on their own
5. Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitor chats and provide consultation where appropriate
6. Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result
7. Update volunteers on callers’ or clients’ development
8. Provide off-site support for volunteers outside of office hours where necessary

Educational Qualification:

• Diploma or equivalent in Social Work, Psychology or in Counselling (preferred)

Relevant Experience:

• On-the-job training available
• At least 1-2 years of experience in the Social Service Sector (preferred)
• Understands the Social Service landscape (preferred)
• Experience in volunteer management or volunteered with other SSAs or hotline operation (preferred)

Behaviour Traits & Attitude:

• Self-motivated
• Good team player
• Possess good interpersonal communication skills
• Willing to perform shift work which includes evenings, overnights, weekends and on public holidays (mandatory)
• Strong analytic and problem solving skills (preferred)