Crisis Support Executive

3 days ago

Central Region, Singapore Samaritans of Singapore Limited Full time $40,000 - $60,000 per year

The Crisis Support Executive (CSE) in the Crisis Support Team supports the work of the Core Services by conducting initial assessment of clients' risks and needs.  This includes classifying of incoming calls, emails and text messages according to the risk levels. He/she decides the required follow up actions, which typically include referring of cases to the Clinical Team for crisis support or counselling.

CSE also makes preliminary outgoing calls, emails or text messages, if necessary, to facilitate the initial assessment in terms of client risk level. He or she provides frontline support to volunteers who are manning the organization's 24/7 hotline service.

Conduct initial assessment and classify incoming calls, emails and text messages according to the risk levels. Scope of work includes:

  • Classify calls, emails, text messages on the system
  • Make outgoing calls, emails or text messages where necessary to facilitate assessment
  • Provide first level response to low risk clients where necessary
  • Provide information on SOS services or on community resources to third party callers
  • Support in the administration and documentation of the processes
  • Refer cases to the Clinical team for follow up actions/crisis support interventions
  • Coordinate on the activation of emergency support where applicable

Frontline support to volunteers (SAMs) who are manning the organisation's 24/7 Services. This area of work includes:

  • Assist with phone or chat duties in the event of shortage of volunteers
  • Being activated onsite to support persons in crisis or next-of-kins
  • Support in training and supervision of trainee volunteers
  • Orientate and handhold new volunteers who just started to perform call or messaging duties on their own
  • Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitoring chats and providing consultation where appropriate
  • Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result
  • Update volunteers on callers' or clients' development
  • Provide offsite support for volunteers outside of office hours where necessary

Requirements:


Min. Diploma or equivalent in any discipline

Diploma or equivalent in Social Work, Psychology or Counselling (preferred)

Experience in casework or crisis work; at least 1-2 years of experience in the Social Service Sector (preferred)

Understands the Social Service landscape (preferred)

Experience in volunteer management or had volunteered with other SSAs

Willing to perform shift work which includes evenings, overnights, weekends and on public holidays

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