Helpline Specialist - Part time

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

Position Description:

The Helpline Specialist provides immediate, compassionate support to individuals experiencing mental health, emotional, or situational crises through the 988 Suicide & Crisis Lifeline. Specialists connect with neighbors by phone, text, and chat, creating a calm and supportive space where people can feel heard, understood, and less alone.

In this role, you will provide crisis intervention, assess safety and risk, help de-escalate difficult situations, and connect individuals with resources and additional support when needed. Specialists follow established protocols, work collaboratively with a supportive team, and accurately document interactions while maintaining the dignity and individuality of every person who reaches out.

You do not need to have all the answers. We are looking for people who can listen without judgment, remain curious, communicate with empathy, and stay grounded when conversations are difficult. PATH provides comprehensive training to build the crisis intervention, risk assessment, and technical skills needed for the role.

This is meaningful, people-centered work with the opportunity to make a difference in moments that matter.

Note: This position is supported by grant funding. Continued employment is contingent upon the availability and continuation of applicable funding.

Responsibilities

988 and Crisis Interactions:

• Establish and maintain rapport and connection 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 the highest standard of ethics and professionalism in all actions and communications.

General Responsibilities:

• Adhere to all established PATH policies and procedures. Collaborate with the Helpline Operations team.
• Adhere to established quality assurance standards and performance metrics to ensure positive outcomes for help-seekers.
• Participate in team meetings, training, individual support meetings, and other organizational activities as required.
• Participate in feedback and evaluation activities.
• Contribute to the continuous improvement of Helpline services by providing feedback, suggestions, and ideas for enhancement.
• Complete all onboarding and continuing education training within the required timeframes.
• Demonstrate PATH core values in every action and interaction.
• Demonstrate proactive engagement when carrying out other responsibilities.

Qualifications

Required:

• 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 while remaining engaged and attentive in interactions.
• Commitment to confidentiality and ethical standards
• Familiarity with Microsoft Office Suite
• Successful completion of required background checks

Preferred:

• Previous experience in crisis intervention, human services, mental health, social work, or related field
• Proficiency with computer systems, databases, and telecommunication platforms
• Volunteer experience or lived experience in relevant areas

Logistics

Schedule:

• This position guarantees a minimum of 20 hours per week; employees must be available to work at least 16 hours per week, and new hires are typically asked to commit to 20 hours per week during training.
• PATH’s Helpline operates 24 hours a day, 7 days a week. Shifts are scheduled based on call, text, and chat volume. We aim to work with employee availability whenever possible, but schedules and hours cannot be guaranteed and may change based on operational needs.
• Specific schedules will be determined upon completion of training and in cooperation with the Helpline leadership team.
• All-Team meetings occur monthly on a hybrid basis (alternating in-person and remote); attendance is mandatory.
  Required all-team meetings are considered paid work time. Part-time employees will be compensated for meeting hours worked. For full-time employees, meeting time is included as part of their regular compensated work time. Overtime will be paid when applicable.
• Employees should plan their schedules accordingly, as pre-planned time off for meeting dates will generally not be approved.
• Exceptions may be considered for part-time employees with college classes or a pre-existing work schedule that conflicts with meeting dates; supporting documentation is required at hire and must be provided for any subsequent schedule changes.
• Reasonable accommodations will be provided in accordance with applicable federal and state disability laws.

Work Environment:

• This is a hybrid position
• Team meetings occur monthly on a hybrid basis (alternating in-person and remote); attendance is mandatory.
• Remote work is permitted, provided the employee can provide the following:
  
  • Private workspace
    
  • Surface space for PATH equipment
    
  • Direct internet connection (minimum 25mbps download / 5mbps upload)
    
  • Ongoing compliance with all PATH privacy, security, technology, and remote-work expectations

Supervision and Support:

• Reports to assigned Helpline Manager(s)
• Receives ongoing feedback, coaching, and support related to quality, performance, and professional development.
• Formal performance evaluation conducted at least annually

Benefits:

• Earned paid time off (1 hour per 40 hours worked)
• Supplemental insurance options if working 20+ hours per week
• 401(k) retirement plan opt in

Estimated Start Date: Start date will be determined based on hiring needs; candidates should generally be available to begin within two weeks of offer acceptance.

Follow Up:

PATH reviews applications on an ongoing basis. To allow our team adequate time to thoughtfully review each application, we kindly ask applicants to wait one week from the date of application before reaching out regarding their application status. We appreciate your interest in joining PATH and the time you’ve taken to apply.