Crisis Helpline Responder (New Zealand)

We're looking for a part time Crisis Helpline Responder with proven experience as a helpline counsellor or responder, and completed training in Crisis intervention or Suicide prevention.

About Intellect

Intellect is a digital mental healthcare company providing an entirely new way for employers to effectively care for their employees' health & mental wellbeing. We're a team of psychologists, clinicians, and technologists providing an evidence-based approach to proactively help anyone, no matter where they are on their mental health journey. Our mission is to make mental health support radically more accessible, preventative & relatable, and stigma-free. Join us on our mission to reinvent how mental healthcare is being delivered

Role & Responsibilities

• Responding to telephone hotline for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation and concerned friends or family members.

• Providing a range of evidenced based, professional crisis counselling services and personal support, employing de-escalation techniques and crisis intervention techniques

• Assessing the caller's needs and triage for immediate safety or emergency medical attention of callers, or referrals to appropriate service referrals such as face-to-face crisis intervention, case management/advocacy services, individual therapy, or group services.

• Maintaining accurate and detailed call reports on key issues and referrals actioned

• Complying with responsibilities under the Data Protection Acts 1988, 2003 & 2018 (GDPR)

• Supporting in the development of appropriate crisis management plans to support callers in crisis

• Make a quick in-the-moment decision on how to move forward if the responder is not sure how to proceed

• Ensuring smooth and diligent handover process to next shift personnel

• Dedicating entire shift to intellect tasks and responsibilities only

• Conducting risk assessments, including lethality assessment for suicide cases

Requirements

Qualifications

• 1-3 years of experience on helplines (paid or volunteer), preferably in mental health or crisis settings

• Fluent communication skills in your native language; proficiency in additional languages is a plus

• Experience managing high-risk situations, including those at risk of suicide or in acute crisis

• Resilience and emotional composure under pressure, with the ability to recover from challenging interactionsations, ability to bounce back from stressful interactions and high-risk case

Preferred Qualifications

• Background in mental health or emergency services

• Completed training in Crisis Intervention or Suicide Prevention

• Proficiency in multiple languages