Crisis Intervention Specialist

3 weeks ago


United Kingdom Intellect Full time
About the Role

We are seeking a skilled Crisis Helpline Responder to join our team at Intellect. As a member of our crisis support service, you will be providing immediate support and assistance to individuals in crisis through phone calls.

Your role will be crucial in offering empathetic and non-judgmental listening, crisis intervention, and both internal and external referral services. You will work closely with a team of mental health professionals to ensure the safety and well-being of callers and provide them with appropriate resources.

Responsibilities
  • Respond to telephone hotlines for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation, and concerned friends or family members.
  • Provide a range of evidenced-based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques.
  • Assess the caller's needs and triage 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.
  • Maintain accurate and detailed call reports on key issues and referrals actioned.
  • Comply with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR).
  • Support in the development of appropriate crisis management plans to support callers in crisis.
  • Make quick in-the-moment decisions on how to move forward if unsure how to proceed.
  • Ensure smooth and diligent handover process to next shift personnel.
  • Conduct risk assessments, including lethality assessment for suicide cases.
Requirements
  • 1-3 years of experience in helplines, either in a paid or voluntary capacity.
  • Effective communication in native language.
  • 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.


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