Crisis Line Customer Service, M-W 11pm - 5am ET

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

📋 Description

• Respond to incoming crisis and emotional support calls from individuals in distress

• Offer empathetic, non-judgmental listening and emotional assistance

• Evaluate caller needs and adhere to established crisis intervention guidelines

• Precisely document call interactions within the organization's call management system

• Uphold strict confidentiality and professionalism at all times

• Achieve quality and performance benchmarks 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 service excellence

• Contribute to the organization’s mission of suicide prevention and emotional support

⛳️ Requirements

• Must be at least 18 years old

• High school diploma or GED is required

• Residency in Massachusetts is required

• Excellent verbal communication and interpersonal skills

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

• Proven sound judgment and professionalism

• Capability to maintain confidentiality and manage sensitive information appropriately

• Comfortable working independently in a remote setting

• Reliable attendance and commitment to scheduled shifts

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

• Preferred experience in customer service, healthcare, social services, behavioral health, crisis intervention, peer support, or related fields

• Previous volunteer or helping-profession experience is preferred

• Experience working on a crisis line, hotline, or support line is preferred

• Bilingual language skills are advantageous

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

🏝️ Benefits

• $1.00 per hour shift differential

• Paid training

• Ongoing training and professional development opportunities