Overnight Helpline Specialist — Full Weekends (In Office Position)

Myfirstlink; Fargo (ND); On-site; USD 45,000 - 48,000; Full time

Benefits offered by this job

Employee Assistance Program

100% paid health insurance (employee)

Long-term and short-term disability

Life insurance

12 days of paid time off

Job summary

FirstLink is seeking Overnight Helpline Specialists to provide crisis support via phone, text, or online chat. You will listen, de-escalate crises, and refer individuals to local resources.

You will engage with callers across 988 Lifeline, 211, and regional crisis lines, requiring strong communication and previous crisis-intervention or customer service experience. The Overnight shift runs 12AM-8AM and is part of holiday rotation, with weekends required.

Qualifications

• Experience in crisis intervention or customer service.
• Strong written and verbal communication skills.
• Ability to de-escalate crises and make referrals to local resources.

Responsibilities

• Provide support via phone, text, or online chat; listen and assist help-seekers.
• De-escalate emotional and mental health crises and refer to local resources.
• Engage with calls across 988 Lifeline, 211, and regional crisis lines.
• Work Overnight 12AM-8AM; part of holiday rotation; weekends required; schedule set after training.

Skills

Crisis intervention

Customer service

Communication skills

Education

High school diploma or GED

Job description

FirstLink is looking for Overnight 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 crisis intervention or customer service, as well as strong written and verbal communication skills.

The Overnight shift at FirstLink works from 12AM-8AM, and is part of the holiday rotation. This position will work both weekend days every week. This position will have two consecutive days off falling between Monday-Thursday; final schedule will be determined at the end of training.

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

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:

• 12AM-8AM
• Overnight shift
• Holidays
• Weekend availability
  • Full weekends.
  • Schedule determined at end of training.

Job Type: Full-time

Salary: $21.50 per hour

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