Crisis Support Specialist

4 weeks ago

United Kingdom Intellect Full time

Position Overview

As a Crisis Support Specialist at Intellect, your primary responsibility will be to deliver immediate assistance and support to individuals facing crises through telephone communication. This role is vital in providing compassionate and non-judgmental listening, crisis intervention, and referrals to both internal and external resources.

You will collaborate closely with a dedicated team of mental health professionals to ensure the safety and well-being of callers, guiding them towards appropriate resources.

Work Environment

This is a part-time remote position, offering you the flexibility to choose your work environment. While local candidates who are fluent in the local language are preferred, we welcome applications from others as well.

Key Responsibilities

  • Answering crisis support hotline calls from individuals affected by suicide, self-harm, or those concerned about loved ones.
  • Delivering a variety of evidence-based crisis counseling services and personal support, utilizing de-escalation and intervention techniques.
  • Evaluating the needs of callers and determining the necessity for immediate safety measures or medical attention, as well as referrals to suitable services such as face-to-face crisis intervention, case management, individual therapy, or group support.
  • Maintaining comprehensive and accurate records of calls, including key issues and referrals made.
  • Adhering to responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR).
  • Assisting in the formulation of effective crisis management plans to support individuals in distress.
  • Making prompt decisions on the best course of action when uncertain about how to proceed.
  • Ensuring a seamless and thorough handover process to the next shift personnel.
  • Focusing entirely on intellectual tasks and responsibilities during your shift.
  • Conducting risk assessments, including evaluations for suicide lethality.

Qualifications

  • 1 - 3 years of experience in helpline services, whether in a paid or volunteer capacity.
  • Ability to communicate effectively in your native language.
  • Experience dealing with high-risk clinical situations, particularly those involving suicide or crisis cases.
  • Capacity to maintain emotional stability in high-pressure scenarios and recover from stressful interactions.

Preferred Qualifications

  • A background in mental health or emergency services.
  • Completion of training in Crisis Intervention or Suicide Prevention.
  • Proficiency in multiple languages.
  • Possession of professional indemnity insurance.

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