Crisis Helpline Responder (Part‑time)

About the role

Intellect is seeking a part‑time Crisis Helpline Responder to provide immediate support to callers experiencing suicide bereavement, self‑harm, suicidal ideation, or concerned friends and family. The role involves delivering evidence‑based crisis counselling and ensuring callers receive appropriate referrals.

Key responsibilities

• Answer telephone calls on the crisis hotline, offering professional de‑escalation and intervention.
• Assess callers' safety, conduct risk and lethality assessments, and triage for emergency medical attention or referrals to face‑to‑face crisis services, case management, therapy, or group programs.
• Maintain accurate call reports, document key issues and referral actions, and ensure compliance with data protection regulations.
• Support the development of crisis management plans and make rapid decisions when uncertain how to proceed.
• Provide a smooth handover to the next shift and dedicate the entire shift to Intellect responsibilities.

Required profile

• 1‑3 years of experience on helplines (paid or volunteer), preferably in mental health or crisis settings.
• Fluent communication skills in your native language; additional languages are a plus.
• Proven ability to manage high‑risk situations, including suicide risk, with resilience and emotional composure.
• Background in mental health or emergency services and completed training in Crisis Intervention or Suicide Prevention is preferred.

Required skills

• Experience conducting risk and lethality assessments.
• Proficiency in using call‑logging and reporting systems.