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 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 interactions and ability to bounce back from stressful interactions and high-risk case
• Experience in clinical assessment, psychological report writing, and risk documentation

Preferred Qualifications

• Experience working with First Nations / Aboriginal & Torres Strait Islander communities
• Background in mental health or emergency services
• Completed training in Crisis Intervention or Suicide Prevention
• Proficiency in multiple languages