Crisis Helpline Responder (Australia)

Are you passionate about making a difference for those in urgent need? As a Crisis Helpline Responder, you’ll provide immediate support and guidance to individuals in crisis, offering compassionate listening, crisis intervention, and critical referral services to help callers navigate their most challenging moments.In this role, you’ll work closely with a dedicated team of mental health professionals, ensuring the safety and well-being of callers by connecting them with the appropriate resources and support systems.This flexible, remote part-time role allows you to work from anywhere. While we prefer local candidates fluent in the local language, we welcome all qualified applicants aligned with our mission.Why This Role MattersYour role is essential in providing a lifeline to individuals experiencing distress, including those affected by suicide, self-harm, or mental health crises. You’ll be trained in evidence-based techniques to deliver immediate relief and guide callers to the appropriate resources, making a tangible impact in people’s lives.ResponsibilitiesResponding to telephone hotline for crisis support of those bereaved through suicide, engaging in self-harm, experiencing suicide ideation and concerned friends or family members.Conducting over the phone risk assessments and high risk assessment, including but not limited to, lethality assessment for suicide cases or individuals who have been found to be at risk.Providing a range of evidenced based, professional crisis counseling services and personal support, employing de-escalation techniques and crisis intervention techniquesAssessing 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 or, where applicable risk assessment reports, on key issues and referrals actioned.Where applicable or necessary, sign off on conducted risk assessments.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 proceedEnsuring smooth and diligent handover process to next shift personnelDedicating entire shift to intellect tasks and responsibilities onlyPrepare psychological reports, risk summaries, and other clinical documentation as requiredRequirementsQualificationsMaster's Degree in Counselling/Counselling Psychology/Clinical Psychology or relevant mental health fieldsActive license with Australian Counselling Association (ACA), Psychotherapy and Counselling Federation of Australia (PACFA), or Australian Health Practitioner Regulation Agency (AHPRA)1-3 years of experience on helplines (paid or volunteer), preferably in mental health or crisis settingsFluent communication skills in your native language; proficiency in additional languages is a plusExperience managing high-risk situations, including those at risk of suicide or in acute crisisResilience and emotional composure under pressure, with the ability to recover from challenging interactionsations, ability to bounce back from stressful interactions and high-risk caseExperience in clinical assessment, psychological report writing, and risk documentation Preferred QualificationsBackground in mental health or emergency servicesCompleted training in Crisis Intervention or Suicide PreventionProficiency in multiple languages

Are you passionate about making a difference for those in urgent need? As a Crisis Helpline Responder, you’ll provide immediate support and guidance to individuals in crisis, offering compassionate listening, crisis intervention, and critical referral services to help callers navigate their most challenging moments.

In this role, you’ll work closely with a dedicated team of mental health professionals, ensuring the safety and well-being of callers by connecting them with the appropriate resources and support systems.

This flexible, remote part-time role allows you to work from anywhere. While we prefer local candidates fluent in the local language, we welcome all qualified applicants aligned with our mission.

Why This Role Matters

Your role is essential in providing a lifeline to individuals experiencing distress, including those affected by suicide, self-harm, or mental health crises. You’ll be trained in evidence-based techniques to deliver immediate relief and guide callers to the appropriate resources, making a tangible impact in people’s lives.

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.
• Conducting over the phone risk assessments and high risk assessment, including but not limited to, lethality assessment for suicide cases or individuals who have been found to be at risk.
• Providing a range of evidenced based, professional crisis counseling 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 or, where applicable risk assessment reports, on key issues and referrals actioned.
• Where applicable or necessary, sign off on conducted risk assessments.
• 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
• Prepare psychological reports, risk summaries, and other clinical documentation as required

Requirements

Qualifications

• Master's Degree in Counselling/Counselling Psychology/Clinical Psychology or relevant mental health fields
• Active license with Australian Counselling Association (ACA), Psychotherapy and Counselling Federation of Australia (PACFA), or Australian Health Practitioner Regulation Agency (AHPRA)
• 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
• Experience in clinical assessment, psychological report writing, and risk documentation

Preferred Qualifications

• Background in mental health or emergency services
• Completed training in Crisis Intervention or Suicide Prevention
• Proficiency in multiple languages

🤔 Who Are We?Intellect is a modern-day mental health company with a mission to make mental healthcare & wellbeing support accessible for everyone.Today, Intellect is the largest and fastest growing mental health tech company in Asia, and serves over 2 million members and leading organizations globally through our mental health platform. Intellect was also selected as one of Google’s Best Apps of 2020.Intellect is backed by leading investors including Insignia Ventures Partners, Y Combinator, XA Network, and an extensive list of family offices, big tech executives & renowned angel investors.💪 Our MissionOur mission is to make mental health support radically more accessible, preventative & relatable, and stigma-free.💡 Highlights Join an exponentially growing startup with a team of 90+ people from 15+ different countries Help build a product that has over 3 million users and 100,000 positive reviews Redefine the mental health space in Asia and help people feel better about themselves Backed by top investors including Insignia Ventures Partners, Y Combinator, XA Network As featured on Techcrunch, Tech in Asia, Vogue, Elle, Yahoo, and many more

🤔 Who Are We?

Intellect is a modern-day mental health company with a mission to make mental healthcare & wellbeing support accessible for everyone.

Today, Intellect is the largest and fastest growing mental health tech company in Asia, and serves over 2 million members and leading organizations globally through our mental health platform. Intellect was also selected as one of Google’s Best Apps of 2020.

Intellect is backed by leading investors including Insignia Ventures Partners, Y Combinator, XA Network, and an extensive list of family offices, big tech executives & renowned angel investors.

💪 Our Mission

Our mission is to make mental health support radically more accessible, preventative & relatable, and stigma-free.

💡 Highlights

• Join an exponentially growing startup with a team of 90+ people from 15+ different countries
• Help build a product that has over 3 million users and 100,000 positive reviews
• Redefine the mental health space in Asia and help people feel better about themselves
• Backed by top investors including Insignia Ventures Partners, Y Combinator, XA Network
• As featured on Techcrunch, Tech in Asia, Vogue, Elle, Yahoo, and many more