Crisis Helpline Specialist

4 days ago

Singapore HEALTHSERVE LTD. Full time

**Key responsibilities**:
Under oversight of HealthServe’s Head of Mental Health & Counselling Services, a Crisis Helpline Specialist provides hotline support services by assisting the clients to provide appropriate information as well as referrals to other services and resources. These specialists are responsible to operate a 24-hour helpline, greet clients, establish rapport, and assess the level of client risk. They provide counseling to the clients and explore their mental and emotional state of mind by using active, comforting, positive, and trouble-solving language. Supplementary training will be provided.

1. Assisting the clients who request for in-person crisis intervention counseling.

2. Establishing rapport with the client and assisting the caller to handle the existing situation.

3. Operating a telephone hotline, offering a companion programme on agency services and on community resources to third party callers.

4. Assessing human service requirements via phone using crisis intervention, suicide risk assessment, and active listening skills.

5. Escalate cases to the Intervention Team and Case Manager for follow up action / crisis support interventions.

6. Maintaining appropriate client’s documentation of work.

7. Acting as an actively contributing team member and supporting the mission and work of the organisation.

8. Providing on-the-job training or mentoring for the new hotline staff.

9. Able to work on shift work which includes nights and public holidays

**Competencies**:
1. Professional and able to operate under stress.

2. Empathetic and good listening skills

**Preferred achievements / characteristics**:

- Minimum of 1 - 2 years of relevant work experience. Fresh graduates will be considered on a case-to-case basis.
- Self-starter and able to work effectively independently.
- Works well with diverse team (external stakeholders, staff, interns, volunteers)
- Able to learn on the go and make changes to plans in the light of new knowledge.
- Commitment to serve disadvantaged populations.

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