Crisis Helpline Support Specialist

vor 4 Wochen

Berlin, Berlin, Deutschland Intellect Vollzeit

Job Summary

Intellect is seeking a skilled Crisis Helpline Responder to join our team. As a Crisis Helpline Responder, you will be responsible for providing immediate support and assistance to individuals in crisis through phone calls.

Key Responsibilities

  • Respond to telephone hotline calls for crisis support, engaging with callers who are bereaved through suicide, experiencing self-harm, or concerned friends or family members.
  • Provide a range of evidenced-based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques.
  • Assess the caller's needs and triage for immediate safety or emergency medical attention, or referrals to appropriate service referrals such as face-to-face crisis intervention, case management/advocacy services, individual therapy, or group services.
  • Maintain accurate and detailed call reports on key issues and referrals actioned.
  • Comply with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR).
  • Support in the development of appropriate crisis management plans to support callers in crisis.
  • Make quick in-the-moment decisions on how to proceed if unsure.
  • Ensure smooth and diligent handover process to next shift personnel.
  • Conduct risk assessments, including lethality assessment for suicide cases.

Requirements

  • 1-3 years of experience in helplines, either in a paid or voluntary capacity.
  • Effective communication in native language (German) and English.
  • 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 bounce back from stressful interactions and high-risk cases.

Plus Points

  • Background in mental health or emergency services.
  • Completed training in Crisis Intervention or Suicide Prevention.
  • Effective communication in more than one language.
  • Maintain professional indemnity insurance.

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