Crisis Helpline Responder (Mexico)

View full description

Requirements:

• 1-3 years of experience in helplines, either in a paid or voluntary capacity.
• Effective communication in native language.
• Experience working with high risk clinical situations (at risk of or affected by suicide or crisis cases).
• Ability to maintain emotional composure in high-stress situations.
• Bouncing back from stressful interactions and high-risk cases.
• English Proficiency B2.
• Plus points for a background in mental health or emergency services.
• Training in Crisis Intervention or Suicide Prevention.
• Ability to communicate in more than one language.
• Professional indemnity insurance.

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 services.
• Maintaining accurate and detailed call reports on key issues and referrals actioned.
• Complying with responsibilities under the Data Protection Acts.
• Supporting the development of appropriate crisis management plans.
• Making quick decisions on how to move forward if unsure.
• Ensuring smooth handover process to next shift personnel.
• Dedicating entire shift to Intellect tasks and responsibilities only.
• Conducting risk assessments, including lethality assessment for suicide cases.