Helpline Specialist - Overnight Position

Louisiana Association on Compulsive Gambling; Bossier City (LA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

Job summary

The Louisiana Association on Compulsive Gambling Helplines provides 24/7 call, chat, and text support for individuals in crisis, including mental health, substance use, and problem gambling concerns. As a Helpline Specialist, you will listen with empathy, assess safety, and connect people to resources with follow-up support.

You will stay grounded during crises, document interactions, and maintain professional standards while contributing to a compassionate help system for those in need.

Qualifications

• High school diploma or equivalent.
• Experience in customer care.
• Ability to complete crisis intervention training and certification requirements.
• Strong verbal and written communication skills.
• Ability to work independently while collaborating with a team.
• Ability to maintain confidentiality and adhere to professional and ethical standards.
• Strong computer and documentation skills.

Responsibilities

• Answer incoming crisis calls, texts, and chats from individuals experiencing emotional distress related to mental health, substance use, and problem gambling.
• Build rapid trust and connection through compassionate, nonjudgmental communication.
• Assess risk related to suicide, self-harm, mental health crises, substance use, and safety concerns.
• Use crisis intervention techniques to help individuals reduce immediate distress and identify next steps.
• Collaborate with emergency services, mobile crisis teams, and community resources when necessary.
• Provide appropriate resources and follow-up support.
• Document interactions accurately and professionally.
• Participate in initial and ongoing training, coaching, and quality improvement activities.
• Support a culture of empathy, teamwork, accountability, and continuous learning.

Skills

High school diploma

Customer care

Crisis intervention training

Verbal communication

Written communication

Independent worker

Confidentiality

Documentation skills

Education

High school diploma

Job description

Benefits

• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Vision insurance

OVERNIGHT SHIFTS AVAILABLE

• 10 PM - 6 AM
• 11 PM - 7 AM

Please note: This position is not a remote role. All work must be performed onsite at our designated location(s). Remote work is not available for this position at this time. Additionally, the required training is six weeks during the day from 9 AM to 5 PM. In order to work evening or overnight, you must complete the six week training held during the day.

Job Summary: Provides critical support in answering calls, chats, and text messages for various helplines, including the 988 Lifeline, Substance Use, Problem Gambling, and Suicide Prevention services. This role involves engaging with individuals in crisis, conducting intake assessments, offering emotional support, and referring them to appropriate resources. The Helpline Specialist must maintain professionalism, accuracy in documentation, and follow all protocols while providing compassionate assistance to those in need.

Supervised by: Team Lead/Shift Supervisor

Training

Upon hiring, individuals will complete all required onboarding, crisis intervention, and behavioral health training prior to independently answering calls, chats, and texts.

The first 6 weeks of employment is full time training Monday through Friday from 9 am to 5 pm. Candidates must be in attendance for all training dates during the initial 6 weeks.

Job Description

The Louisiana Association on Compulsive Gambling Helplines provides 24/7 call, chat, and text support for individuals facing mental health, substance use, and problem gambling concerns. We are committed to offering compassionate emotional support by listening, connecting callers with supportive resources, and providing follow-up assistance.

As a Helpline Specialist, you will be the calm voice in the moments of fear, despair, loneliness, and crisis. You will connect with people experiencing suicidal thoughts, mental health challenges, substance use concerns, emotional distress, or overwhelming life circumstances. Through compassionate listening, you will help individuals find safety, hope, and a path forward.

This role is for individuals who can stay grounded when others are overwhelmed, listen without judgement, remain calm under pressure, and show up for others on their worst days.

This is not a job for someone who simply wants to answer phones and give resource information.

Many successful Helpline Specialists are drawn to this work because of their own life experiences, recovery journeys experiences supporting loved ones, or personal commitment to helping others through difficult times. We value lived experience, emotional maturity, resilience and a genuine desire to make a difference.

What You’ll Do

• Answer incoming crisis calls, texts, and chats from individuals experiencing emotional distress related to mental health, substance use, and problem gambling
• Build rapid trust and connection through compassionate, nonjudgmental communication
• Assess risk related to suicide, self-harm, mental health crises, substance use, and safety concerns
• Use crisis intervention techniques to help individuals reduce immediate distress and identify next steps
• Collaborate with emergency services, mobile crisis teams, and community resources when necessary
• Provide appropriate resources and follow-up support
• Document interactions accurately and professionally
• Participate in initial and ongoing training, coaching, and quality improvement activities
• Support a culture of empathy, teamwork, accountability, and continuous learning

Minimum Qualifications

• High school diploma or equivalent required
• Experience in providing customer care
• Ability to successfully complete crisis intervention training and certification requirements
• Strong verbal and written communication skills- able to receive, process, and interpret both verbal and non-verbal information
• Ability to work independently while collaborating effectively with a team
• Ability to maintain confidentiality and adhere to professional and ethical standards
• Strong computer and documentation skills

Preferred Qualifications

• Experience in healthcare, social services, behavioral health, crisis intervention, peer support, or related fields
• Previous volunteer or helping profession experience
• Higher education or certifications in behavioral health field