Helpline Specialist (Full-Time, Evening) – In Office Position

FirstLink; Fargo (ND); On-site; USD 28,000 - 29,000; Full time

Benefits offered by this job

Employee Assistance Program

100% paid health, dental, and vision保险

Long-term and short-term disability

Life insurance

12 days paid time off

Job summary

FirstLink is seeking Full-Time Evening Helpline Specialists to provide emotional support to individuals via phone, text, or online chat. You will de-escalate crises, refer to community resources, and assist callers across the 988 Lifeline and 211 lines.

The role includes a 40-hour weekly schedule with a consistent pattern, weekend shifts, and a wage incentive for full weekends. Training is provided to ensure confidence and effectiveness in helping others.

Qualifications

• Must have a high school diploma or GED.
• Must be 18 years of age or older.
• Must be able to read, write, and follow oral or written instructions.
• Minimum of 6 months’ working experience in a call center, customer service, human service, or mental health field.

Responsibilities

• Provide emotional support and de-escalate emotional and mental health crises.
• Make appropriate referrals to local community resources.
• Engage with help-seekers via phone, text, or online chat.
• Support callers across all FirstLink lines including 988 Suicide & Crisis Lifeline and 211 information.

Skills

Emotional support

Customer service

Written communication

Verbal communication

Education

High school diploma or GED

Job description

FirstLink is looking for multiple Full-Time Evening Helpline Specialists. The Helpline Specialist will provide support to individuals reaching FirstLink by phone call, text, or online chat. You will lend a listening ear, de-escalate emotional and mental health crises, and make appropriate referrals to local community resources. Your primary responsibility will be engaging with help-seekers across all FirstLink lines, including the 988 Suicide & Crisis Lifeline, 211 Information & Referral Helpline, and various regional or statewide crisis lines. A successful candidate will have some experience in providing emotional support or customer service, with strong written and verbal communication skills.

This position will be scheduled to work 40 hours/week, and ++be part of a holiday rotation.++ This position will be assigned a consistent weekly schedule with two consecutive days off. Schedule will include at least one weekend shift (Saturday or Sunday) with a wage incentive available for individuals scheduled to work full weekends (with two consecutive weekdays off).

FirstLink provides extensive training to ensure that you are confident and ready to make a difference in the lives of others everyday!

Are you ready for an exciting opportunity?

Job Type: Full-time

Starting at $20 – $20.50 per hour

Benefits:

• Employee Assistance Program

• 100% paid health, dental, and vision insurance (for the employee only)

• Long-term and short-term disability

• Life insurance

• 12 days of paid time off, 8 hours accrued per month during the first calendar year

Schedule:

• 4PM-12AM or 4PM-12:30AM

• Evening shift

• Holidays

• Weekend availability

Required Education and Experience:

• Must have a high school diploma or GED

• Must be 18 years of age or older

• Must be able to read, write, and follow oral or written instructions

• Minimum of 6 months’ working experience in a call center, customer service, human service, or mental health field

Work Location: In person