Crisis Support Specialist 24/7 Frontline & Volunteer Coach

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 conduct initial risk assessments and classify communications (calls, emails, texts). The role involves coordinating with the Clinical Team, managing emergency escalations, and providing frontline support to volunteers on a 24/7 hotline.

The position requires a Diploma or equivalent in Social Work, Psychology, or Counselling (preferred); 1–2 years in Social Services is desirable.

Qualifications

• Diploma or equivalent in Social Work, Psychology or in Counselling (preferred).
• On-the-job training available and knowledge of social service landscape preferred.
• Experience in volunteer management or hotline operation is preferred.

Responsibilities

• Conduct initial assessment and classify incoming calls, emails and text messages according to the risk levels.
• Make outbound calls, emails or texts to facilitate assessment and initial follow-up.
• Provide first-level response to low-risk clients and share information on SOS services or community resources.
• Refer cases to the Clinical Team for follow-up actions or crisis interventions and coordinate emergency support when applicable.
• Provide frontline support to volunteers handling the 24-7 hotline service; assist with call/chat duties if needed.
• Support training and supervision of trainee volunteers and orientate new volunteers.

Skills

Self-motivated

Team player

Interpersonal communication

Shift work

Analytical skills

Education

Diploma in Social Work

Job description

Samaritans of Singapore Limited is seeking a Crisis Support Executive to conduct initial risk assessments and classify communications (calls, emails, texts). The role involves coordinating with the Clinical Team, managing emergency escalations, and providing frontline support to volunteers on a 24/7 hotline.

The position requires a Diploma or equivalent in Social Work, Psychology, or Counselling (preferred); 1–2 years in Social Services is desirable.