Crisis Helpline Responder (New Zealand)

Role & Responsibilities

* Responding to telephone hotline for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation and concerned friends or family members.
* Providing a range of evidenced based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques
* Assessing 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.
* Maintaining accurate and detailed call reports on key issues and referrals actioned
* Complying with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR)
* Supporting in the development of appropriate crisis management plans to support callers in crisis
* Make a quick in-the-moment decision on how to move forward if the responder is not sure how to proceed
* Ensuring smooth and diligent handover process to next shift personnel
* Dedicating entire shift to intellect tasks and responsibilities only
* Conducting risk assessments, including lethality assessment for suicide cases

Requirements

Qualifications

* 1-3 years of experience on helplines (paid or volunteer), preferably in mental health or crisis settings
* Fluent communication skills in your native language; proficiency in additional languages is a plus
* Experience managing high-risk situations, including those at risk of suicide or in acute crisis
* Resilience and emotional composure under pressure, with the ability to recover from challenging interactionsations, ability to bounce back from stressful interactions and high-risk case

Preferred Qualifications

* Background in mental health or emergency services
* Completed training in Crisis Intervention or Suicide Prevention
* Proficiency in multiple languages