Crisis Helpline Responder (United Kingdom)

Overview

Crisis Helpline Responder (United Kingdom)

This is a part-time remote role offering flexibility in where you work. Local candidates who speak the local language are preferred, but others can be considered. The role involves providing immediate support and assistance to individuals in crisis via phone, with empathetic, non-judgmental listening, crisis intervention, and referrals to appropriate internal and external services. You will work with a team of mental health professionals to ensure caller safety and well-being.

Responsibilities

• Respond to the telephone hotline for crisis support to individuals including those bereaved by suicide, those self-harming, those with suicide ideation, and concerned friends or family members
• Provide a range of evidence-based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention
• Assess caller needs and triage for immediate safety or emergency medical attention, and refer to appropriate services such as face-to-face crisis intervention, case management/advocacy, individual therapy, or group services
• Maintain accurate and detailed call reports on key issues and actions taken
• Comply with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR)
• Support the development of appropriate crisis management plans to support callers in crisis
• Make quick in-the-moment decisions when unsure how to proceed
• Ensure smooth and diligent handover to the next shift personnel
• Dedicate the shift to intellectual tasks and responsibilities as required
• Conduct risk assessments, including lethality assessment for suicide cases

Requirements

• 1 – 3 years of experience in helplines, either paid or voluntary
• Ability to communicate effectively in the caller’s native language
• Experience working with high-risk clinical situations (at risk of or affected by suicide or crisis cases)
• Ability to maintain emotional composure in high-stress situations and recover from stressful interactions

Plus Points

• Background in mental health or emergency services
• Completed training in Crisis Intervention or Suicide Prevention
• Ability to communicate in more than one language
• Maintain professional indemnity insurance

Seniority level

• Entry level

Employment type

• Part-time

Job function

• Other

Industries

• IT Services and IT Consulting