Employment

Crisis Helpline Specialist Job Description

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Thank you for your interest in the part-time Crisis Helpline Specialist position with ContactLifeline's crisis/suicide and referral helpline. Crisis Helpline Specialists provide emotional support by listening to callers' problems on the telephone from 11 p.m. to 7 a.m., 7 days a week, occasionally on selected holidays, and during the day. The Crisis Helpline is staffed by volunteers during other hours. We have over 100 volunteers and 4 to 6 paid Crisis Helpline Workers. Crisis Helpline Workers usually work one to two 8- hour shifts per week, averaging between 8-16 hours of work per week. ContactLifeline attempts to accommodate Crisis Helpline workers' availability and preferred shifts when consistent with helpline needs.

Crisis Helpline Specialists are required to complete 50 paid hours of intensive training in active listening and crisis intervention skills, including both classroom and on-the-job sessions, before being permitted to answer calls. Due to the large investment in training, ContactLifeline is seeking candidates for this position who can commit to the job for a minimum of one year.

Crisis HelpLine Specialist duties include:

• Available at least 1 flexible day during the week weekday and 1 weekend day
• Respond to telephone calls by greeting callers; establishing rapport; exploring the caller's emotional and mental state using active, positive, comforting, and problem-solving language; following established protocols; identifying warning signs; and, assessing the degree of callers' risk.
• Provide safety and security for callers by assuring them of confidentiality and privacy and ensuring that any information about the caller is kept confidential.
• Provide referrals to community resources; calling for emergency medical treatment and/or police intervention, if necessary.
• Update job knowledge by participating in educational opportunities provided by and through ContactLifeline.
• Enhance organization reputation by being accepting, empathic, objective, non-judgmental, non-directive and responsive to the feelings of our callers.

Necessary skills and qualifications of CrisisHelpLine Workers include:

• Listening and verbal communication skills, including telephone skills
• "People skills" and conflict resolution skills
• Integrity, trustworthiness, and discretion
• Emotional control and ability to handle pressure
• Reliability and the ability to remain awake and alert on overnight shifts
• Maturity and ability to make sound decisions under pressure
• Reliable means of transportation for reaching the training sites and the Crisis Helpline office

Please review the training schedule before applying for this position. All training sessions are mandatory -- no exceptions; failure to attend a training session will result in immediate termination. All classes, as well as the job itself, are located at confidential sites in Wilmington , Delaware .

It is important to note that the training period is quite intense. You will be coached on various types of crisis calls, including suicide and suicide-related calls, and trained by staff and experienced volunteers to handle the situations you will encounter while working on the Crisis Helpline. Upon completion of the training period, you will be a certified ContactLifeline phone listener and will be very prepared to help community members who reach out to you. Additionally, ContactLifeline, a United Way Agency, is certified by the AAS, American Association of Suicidology, so being employed as a CrisisLine Specialist is also great for references and for resume-building.

CrisisHelpline Specialists are paid $8 per hour for the first 100 shift hours following the completion of training. Upon successful completion of this probationary period, the pay rate is increased. Contingent upon a "Satisfactory" or higher evaluation rating and successful completion of each additional 480 shift hours, or 6 months of service, CrisisHelpline Specialists are eligible to receive salary increments of $0.50/hour or pro-rated increases, up to a maximum of $15.00 per hour.

If you are interested in this position, please take the following steps:

• Review the training schedule to be sure you'll be able to attend all training sessions
• Submit an application. 

Application Process

Applicants may submit a cover letter, resume and application to ContactLifeline by...

Postal Mail:

ContactLifeline, Inc.
P.O. Box 9525
Wilmington, DE 19809 
Attn: Employment 

Fax to:

(302) 761-4280

Email Attachment:

 feedback@contactlifeline.org 

 Online Application Form   

 

Since 1974, 
ContactLifeline 
has responded 
to over 
900,000 calls - 
24 hours a day, 
7 days a week.