Crisis Helpline Responder (Australia)

1-3 years of experience on helplines (paid or volunteer), preferably in mental health or crisis settings Fluent communication skills in native language Experience managing high-risk situations, including those at risk of suicide or in acute crisis Resilience and emotional composure under pressure

Respond to crisis hotline calls, supporting those impacted by suicide, self-harm, and suicidal thoughts, as well as concerned family members or friends Deliver professional, evidence-based crisis counseling and emotional support, using de-escalation and crisis intervention techniques Assess caller needs and arrange emergency services or referrals to appropriate resources Maintain accurate and detailed call records Adhere to Data Protection Acts for caller confidentiality Assist in developing crisis management plans Make quick, informed decisions during calls, prioritizing safety and support Ensure smooth handover to the next shift Conduct risk assessments as needed for high-risk cases