Crisis Support Specialist — Frontline Risk Triage

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

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.