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Crisis Helpline Specialist
vor 1 Monat
At Intellect, we are seeking a skilled Crisis Helpline Responder to join our team. As a Crisis Helpline Responder, you will play a vital role in providing immediate support and assistance to individuals in crisis through phone calls.
Your key responsibilities will include:
- Responding to telephone hotline calls for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation, and concerned friends or family members.
- Providing a range of evidenced-based, professional crisis counseling services and personal support, employing de-escalation techniques and crisis intervention techniques.
- Assessing the caller's needs and triaging 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.
- Maintaining accurate and detailed call reports on key issues and referrals actioned.
- Complying with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR).
- Supporting in the development of appropriate crisis management plans to support callers in crisis.
- Making quick in-the-moment decisions on how to proceed if unsure.
- Ensuring smooth and diligent handover processes to next shift personnel.
- Dedicating entire shifts to intellect tasks and responsibilities only.
- Conducting risk assessments, including lethality assessments 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, ability to 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.
- Maintaining professional indemnity insurance.
