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Crisis Helpline Responder (Malaysia - East Asia)
Posted 13 days agoViewed
💎 Seniority level: Junior, 1 - 3 years
📍 Location: Malaysia
🔍 Industry: Mental Healthcare
🏢 Company: Intellect👥 251-500💰 Corporate about 2 years agoPersonal HealthMental HealthMobile AppsWellnessHealth Care
🗣️ Languages: English
⏳ Experience: 1 - 3 years
Requirements:
- 1 - 3 years of experience in helplines, either in a paid or voluntary capacity
- Can effectively communicate in their 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, ability to bounce back from stressful interactions and high-risk case
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
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