Lifeline Associate Call Taker

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

📋 Description

• Responding to calls received by the Lifeline from individuals who may be feeling lonely, depressed, considering suicide, in crisis, or in need of support.

• Deliver compassionate and thoughtful emotional assistance to all callers.

• Conduct safety assessments during each call and respond suitably based on the determined risk level.

• Comply with performance metrics related to call volume management.

• Maintain a calm and friendly attitude, even in high-stress situations, while addressing calls on the crisis help line.

• Offer resources to callers for additional support, which includes making follow-up calls.

• Safeguard the privacy and confidentiality of both callers and the organization, as well as the staff.

• Report any concerns to supervisors when necessary and work collaboratively with other Lifeline staff regarding repeat or challenging callers.

• Gather necessary statistical and narrative data while ensuring confidentiality and utilizing required database tools.

• Follow all helpline policies and procedures, maintaining high standards of practice.

• Engage in all staff meetings, debriefing sessions, group support, and other required meetings.

⛳️ Requirements

• Minimum of a high school diploma.

• A compassionate and caring individual capable of balancing a commitment to providing emotional support with self-care and boundary setting.

• Strong interpersonal skills and verbal communication abilities for empathetic listening and building rapport.

• Reliable and dependable.

• Capability to deescalate crisis situations while maintaining composure.

• Cultural competency to effectively interact with diverse populations.

• Ability to manage time effectively.

• Self-motivated: Capable of working independently as well as collaboratively within a team and well organized.

• Must reside in Massachusetts or New Hampshire.

🏝️ Benefits

• Competitive health and dental insurance plans.

• Fully covered life and long-term disability insurance for full-time employees.

• Opportunities for training and professional development.

• Generous time-off policy for employees working 30 hours or more each week.

• Holiday pay and sick time available for part-time employees.