Triage & Crisis Support Executive / Case Worker

Morgan McKinley; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

Morgan McKinley is seeking a Triage & Crisis Support Executive to be the first point of contact for individuals and families facing crisis in Singapore. You will provide empathetic front-line support, assess needs, and connect clients to life-saving resources within our service network.

In a high-touch, frontline role, you will de-escalate distress, document cases accurately, and coordinate with internal teams and external partners to ensure safe, timely outcomes for those in vulnerability.

Qualifications

• High-volume, client-facing frontline experience in crisis or helpline settings.
• Excellent listening and de-escalation skills with calm, empathetic communication.
• Ability to synthesize information quickly and determine safe next steps.
• Familiarity with Singapore's social services landscape and referral pathways.
• Open to all educational backgrounds; relevant crisis management or customer service experience welcomed.

Responsibilities

• Be the first point of contact for enquiries via phone, walk-ins, emails, and referrals.
• Assess needs and screen risks using structured triage frameworks.
• Initiate immediate safety protocols and escalate to senior management when required.
• Navigate the social service ecosystem and facilitate warm handovers to internal and external partners.
• Guide clients through available options to reduce barriers to support.
• Maintain meticulous digital records in case management systems.

Skills

Crisis management

Active listening

De-escalation

Analytical thinking

Sector awareness

Education

All educational backgrounds

Job description

Make the First Contact Count: Help Families Navigate Crisis with Empathy and Calm

When individuals and families reach out to our Central Triage Unit (CTU), they are often experiencing some of the most difficult moments of their lives. They might be navigating acute family distress, financial instability, or sudden life crises. As a Triage & Crisis Support Executive, you will be the reassuring voice and empathetic face at our front line—the very first step in their journey toward recovery and support.

This is a dynamic, high-touch frontline role designed for a resilient problem-solver who excels in de-escalation, rapid needs assessment, and empathetic engagement. You don't need a specialized social work degree to thrive here; what matters most is your ability to stay grounded under pressure, actively listen to people in distress, and connect them to the right life-saving resources across our organization and the broader Singapore social service ecosystem.

What Your Workday Looks Like

• Be the First Point of Safe Contact: Receive and manage inbound enquiries via phone calls, walk-ins, emails, and online referrals. You will be the steady, compassionate anchor for individuals who may be distressed, confused, or in active crisis.

• Assess Needs & Screen Risks: Conduct initial triage interviews using structured assessment frameworks alongside your own sharp judgment. Screen for urgent risks including family violence, child safety concerns, self-harm, elder abuse, and immediate homelessness.

• Initiate Immediate Safety Protocols: Execute initial safety planning and emergency response protocols for high-risk cases, seamlessly escalating severe situations to senior clinical managers and statutory bodies when required.

• Navigate the Social Service Ecosystem: Map out clear, actionable support pathways. Facilitate warm handovers and referrals to internal family service programs as well as external community partners, government agencies, and healthcare networks.

• Deliver a Respectful Client Journey: Guide clients step-by-step through their available options so they feel genuinely heard, validated, and clear about their next steps - reducing barriers to critical social support.

• Maintain Meticulous Digital Records: Ensure accurate, timely case documentation and intake logs in case management systems, upholding strict MSF funding standards, data privacy regulations, and organizational protocols.

What We Are Looking For

• Frontline & Crisis Experience: Proven background in high-volume, client-facing roles where de-escalation and empathy are paramount. Experience from helplines (e.g., SOS, Mindline), patient service / hospital triage, crisis call centres, or frontline customer service handling complex human situations is highly valued.

• Exceptional Communication & De-escalation: Ability to listen actively, build rapid rapport, and remain calm, grounded, and empathetic when interacting with individuals in high-stress or emotionally charged states.

• Sharp Judgment & Analytical Thinking: Ability to synthesize complex, chaotic information quickly, prioritize urgency, and determine safe, logical next steps.

• Resourcefulness & Sector Awareness: Familiarity with (or strong eagerness to learn) Singapore's social service landscape, community resources, and referral pathways.

• Qualifications: Open to all educational backgrounds. Candidates with qualifications in Social Work, Psychology, Counselling, Sociology, or general disciplines backed by relevant customer service, crisis management, or client-facing experience are welcomed. Fresh graduates with strong interpersonal resilience and crisis-handling potential are encouraged to apply.

Why Join Us?

We operate a network of vibrant community-based social services dedicated to improving the lives of individuals, families, and seniors in Singapore. By joining our Central Triage Unit, you become the crucial gateway that transforms chaos into clarity for vulnerable families. You will work alongside dedicated social service professionals in an environment that values human dignity, collaborative support, and professional growth.