Crisis Support Executive (2 Years Contract) - Social Service Sector

Samaritans of Singapore Limited; Singapore; On-site; SGD 40,000 - 54,000; Full time

Job summary

Samaritans of Singapore Limited is hiring a Crisis Support Executive to join the Crisis Support Team. The role conducts initial assessments of clients’ risks and needs, classifies incoming communications by risk, and determines follow-up actions with the Clinical Team for crisis support or counselling.

The CSE also initiates frontline support to volunteers managing the 24/7 hotline, and may perform outreach to facilitate assessment. Shift work and on-site presence are expected.

Qualifications

• Min. Diploma or equivalent in any discipline.
• Diploma or equivalent in Social Work, Psychology or Counselling (preferred).
• Experience in casework or crisis work; 1–2 years in Social Service Sector (preferred).
• Understands the Social Service landscape (preferred).
• Experience in volunteer management or prior volunteering with SSAs.
• Willing to perform shift work including evenings, overnights, weekends and public holidays.

Responsibilities

• Classify calls, emails and texts on the system according to risk levels.
• Make outgoing calls/emails/texts to facilitate assessment and follow-up.
• Provide first level response to low risk clients when needed.
• Share information on SOS services or community resources with callers.
• Support administration and documentation of processes.
• Refer cases to Clinical team for follow-up or crisis interventions.
• Coordinate activation of emergency support where applicable.
• Provide frontline support to volunteers manning the 24/7 hotline.
• Assist with phone or chat duties to cover volunteer shortages.
• Be activated onsite to support persons in crisis or next-of-kin.
• Support training and supervision of trainee volunteers.
• Orientate and handhold new volunteers performing calls/chats.
• Guide volunteers in Phoneroom or online platforms and provide consultation.
• Conduct debrief sessions with volunteers handling high-risk or distressed cases.
• Update volunteers on callers' or clients’ development.
• Provide offsite support for volunteers outside office hours where necessary.

Skills

Volunteer management

Education

Diploma or equivalent in any discipline

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.

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

• Classify calls, emails, text messages on the system

• Make outgoing calls, emails or text messages where necessary to facilitate assessment

• Provide first level response to low risk clients where necessary

• Provide information on SOS services or on community resources to third party callers

• Support in the administration and documentation of the processes

• 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 who are manning the organisation’s 24/7 Services. This area of work includes:

• Assist with phone or chat duties in the event of shortage of volunteers

• Being activated onsite to support persons in crisis or next-of-kins

• Support in training and supervision of trainee volunteers

• Orientate and handhold new volunteers who just started to perform call or messaging duties on their own

• Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitoring chats and providing consultation where appropriate

• Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result

• Update volunteers on callers' or clients’ development

• Provide offsite support for volunteers outside of office hours where necessary

Requirements:

• > Min. Diploma or equivalent in any discipline
• > Diploma or equivalent in Social Work, Psychology or Counselling (preferred)
• > Experience in casework or crisis work; at least 1-2 years of experience in the Social Service Sector (preferred)
• > Understands the Social Service landscape (preferred)
• > Experience in volunteer management or had volunteered with other SSAs
• > Willing to perform shift work which includes evenings, overnights, weekends and on public holidays