Lifeline Associate Call Taker

This is a fully remote position, open to applicants in New Hampshire, +1 more state.

📋 Description

• Respond to calls received by the 24/7 Suicide & Crisis Lifeline from individuals facing loneliness, depression, suicidal thoughts, crises, or seeking support.

• Deliver empathetic and attentive emotional support to callers.

• Conduct a safety assessment during each call and react appropriately based on the assessed risk level.

• Comply with performance metrics while managing call volume effectively.

• Maintain a calm and welcoming demeanor when addressing crisis helpline calls.

• Offer resources for further assistance, including follow-up calls.

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

• Report issues to supervisors and coordinate with Lifeline staff about repeat or challenging callers.

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

• Adhere to helpline policies and procedures while upholding professional standards.

• Engage in staff meetings, debriefing sessions, support groups, and other mandatory gatherings.

⛳️ Requirements

• Minimum of a high school diploma.

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

• Excellent interpersonal and verbal communication skills for compassionate listening and rapport building.

• Punctual and trustworthy.

• Ability to de-escalate crisis situations while remaining composed.

• Cultural competency skills to effectively engage with diverse populations.

• Strong time management abilities.

• Capable of working independently as well as collaboratively within a team while being well-organized.

• Must reside in Massachusetts or New Hampshire.

• Availability for one of the specified part-time schedules.

🏝️ Benefits

• Flexible and supportive work environment.

• Competitive health and dental insurance plans.

• Fully funded 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 per week.

• Paid holidays.

• Sick leave available for part-time employees.

• Chance to work with and learn from a team of dedicated and passionate individuals in a diverse setting.