Overnight Helpline Specialist (In Office Position)

FirstLink; Fargo (ND); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

EAP

Ins. health/dental/vision

Disability insurance

Life insurance

PTO 12 days

Job summary

FirstLink is seeking Overnight Helpline Specialists to support individuals via phone, text, or chat, focusing on de-escalation and referrals to local resources. You will engage with help-seekers across 988, 211, and regional crisis lines, delivering empathetic, timely assistance.

The role requires at least a high school diploma or GED, 6 months in a call center or mental health setting, and strong written and verbal communication. Training is provided; shift is overnight, weekends included.

Qualifications

• Must have crisis intervention or customer service experience.
• Strong written and verbal communication skills required.
• Must be 18 years of age or older.

Responsibilities

• Support individuals via phone, text, or online chat.
• De-escalate emotional and mental health crises.
• Make appropriate referrals to local community resources.
• Engage with help-seekers across 988, 211, and regional crisis lines.

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 one weekend day every week. The rotations we typically have available are Tuesday-Saturday and Sunday-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.

• Training is Monday-Friday, and will be completed on a schedule of 8AM-4PM or 12PM-8PM.

Job Type: Full-time

Salary: $21.00 per hour

• 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
  • Tuesday - Saturday
  • Sunday - Thursday
  • Determined at end of training.

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