Helpline Crisis Counselor (Germany)

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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