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Crisis Helpline Responder
<p>As a Crisis Helpline Responder, you will be responsible for providing immediate support and assistance to individuals in crisis through phone calls. Your role is crucial in offering empathetic and non-judgmental listening, crisis intervention, and both internal and external referral services. </p><p>You will work closely with a team of mental health professionals to ensure the safety and well-being of callers and provide them with appropriate resources.</p><p>This is a part time remote role with the flexibility to decide where you want to work. Local candidates who speak the local language are preferred but others can still be considered. </p><p>Role & Responsibilities</p><ul><li>Responding to telephone hotline for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation and concerned friends or family members.</li> <li>Providing a range of evidenced based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques</li> <li>Assessing the caller\'s needs and triage for immediate safety or emergency medical attention of callers, or referrals to appropriate service referrals such as face-to-face crisis intervention, case management/advocacy services, individual therapy, or group services.</li> <li>Maintaining accurate and detailed call reports on key issues and referrals actioned</li> <li>Complying with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR)</li> <li>Supporting in the development of appropriate crisis management plans to support callers in crisis</li> <li>Make a quick in-the-moment decision on how to move forward if the responder is not sure how to proceed</li> <li>Ensuring smooth and diligent handover process to next shift personnel</li> <li>Dedicating entire shift to intellect tasks and responsibilities only</li> <li>Conducting risk assessments, including lethality assessment for suicide cases</li> </ul><p>Requirements</p><ul><li>1 - 3 years of experience in helplines, either in a paid or voluntary capacity</li> <li>Can effectively communicate in their native language</li> <li>Experience working with high risk clinical situations (at risk of or affected by suicide or crisis cases)</li> <li>Ability to maintain emotional composure in high stress situations, ability to bounce back from stressful interactions and high-risk case</li> </ul><p>Plus Points if you:</p><ul><li>have a background in mental health or emergency services</li> <li>Completed training in Crisis Intervention or Suicide Prevention</li> <li>can effectively communicate in more than 1 language</li> <li>maintain professional indemnity insurance</li> </ul> Experience: 3 years required
