Crisis Helpline Specialist - Compassionate Support

PATH Inc.; Bloomington (IL); Hybrid; USD 22,000 - 30,000; Full time

Benefits offered by this job

Earned paid time off

Supplemental insurance options

401(k) retirement plan

Job summary

PATH Inc. is seeking a Helpline Specialist to provide immediate, compassionate crisis support via 988 Lifeline. You will assess safety, de-escalate, and connect callers with resources while documenting interactions.

The role emphasizes listening with empathy and staying grounded in challenging conversations. PATH offers comprehensive training and a hybrid work setup. This grant-funded position supports 20+ hours weekly with ongoing opportunities to grow in crisis intervention and risk

Qualifications

• Residency in the State of Illinois.
• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Demonstrated empathy, active listening, and emotional regulation.
• Ability to maintain accurate documentation and active communication with supervisors.
• Commitment to confidentiality and ethical standards.
• Familiarity with Microsoft Office Suite.
• Successful completion of required background checks.
• Preferred: Crisis intervention experience in related fields.
• Preferred: Proficiency with computer systems, databases, and telecommunication platforms.
• Preferred: Volunteer experience or lived experience in relevant areas.

Responsibilities

• Establish and maintain rapport with help seekers.
• Conduct crisis assessment and intervention.
• Collaboratively develop and implement crisis-related safety plans.
• Provide mental health information and referrals.
• Engage local mental health center crisis teams for intervention assistance as needed.
• Collaborate with management to engage 911 for assistance as needed.
• Maintain accurate and detailed records of all interventions during the work shift.
• Adhere to PATH policies and procedures and quality standards.
• Participate in team meetings, training, and evaluations.

Skills

Verbal communication

Written communication

Empathy

Active listening

Emotional regulation

Documentation

Confidentiality

Attention to detail

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Databases

Telecommunication platforms

Job description

PATH Inc. is seeking a Helpline Specialist to provide immediate, compassionate crisis support via 988 Lifeline. You will assess safety, de-escalate, and connect callers with resources while documenting interactions.

The role emphasizes listening with empathy and staying grounded in challenging conversations. PATH offers comprehensive training and a hybrid work setup. This grant-funded position supports 20+ hours weekly with ongoing opportunities to grow in crisis intervention and risk