Crisis Line Customer Service

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Respond to incoming crisis and emotional support calls from those seeking assistance.

• Offer compassionate, non-judgmental listening and emotional aid.

• Evaluate caller needs and adhere to established crisis intervention protocols.

• Precisely document call interactions in the organization's call management system.

• Uphold strict confidentiality and professionalism at all times.

• Achieve quality and performance standards related to crisis line operations.

• Engage in mandatory training, coaching, and staff meetings as scheduled.

• Work collaboratively with supervisors and team members to ensure continuity of care and excellence in service.

• Support the organization's mission focused on suicide prevention and emotional support.

⛳️ Requirements

• Candidates must be at least 18 years old.

• A high school diploma or GED is required.

• Residency in Massachusetts is mandatory.

• Strong verbal communication and interpersonal abilities are essential.

• Ability to remain calm, focused, and empathetic during challenging conversations.

• Proven sound judgment and professionalism are necessary.

• Capacity to maintain confidentiality and manage sensitive information appropriately.

• Comfort in working independently in a remote setting is required.

• Reliable attendance and commitment to scheduled shifts are essential.

• Basic computer skills and the ability to learn various software platforms are required.

• Preferred: Experience in customer service, healthcare, social services, behavioral health, crisis intervention, peer support, or related areas.

• Preferred: Previous experience in volunteer work or helping professions.

• Preferred: Experience working on a crisis line, hotline, or support line.

• Bilingual language skills are advantageous.

• Successful candidates must complete all required onboarding and crisis intervention training before independently handling calls.

🏝️ Benefits

• Paid training is provided.

• Opportunities for ongoing training and professional development are available.