Crisis Line Customer Service, Th-Su 3pm - 7pm ET

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

📋 Description

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

• Offer empathetic, non-judgmental listening and emotional support

• 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 benchmarks related to crisis line operations

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

• Work collaboratively with supervisors and team members to ensure continuity of care and exceptional service

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

⛳️ Requirements

• Must be a minimum of 18 years old

• High school diploma or GED is essential

• Residency in Massachusetts is required

• Excellent verbal communication and interpersonal abilities

• Capacity to remain calm, focused, and compassionate during challenging conversations

• Proven sound judgment and professionalism

• Ability to uphold confidentiality and manage sensitive information appropriately

• Comfortable working autonomously in a remote setting

• Consistent attendance and dedication to scheduled shifts

• Basic computer skills and capability to learn various software platforms

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

• Preferred: prior volunteer or helping-profession experience

• Preferred: experience on a crisis line, hotline, or support line

• Bilingual skills are an advantage

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

🏝️ Benefits

• Paid training

• Continuous training and professional development opportunities