Responsibilities
- Answer and manage incoming calls on a suicide bereavement and crisis support hotline, assisting individuals in emotional distress, including those with suicidal thoughts, self-harming behaviors, or their concerned loved ones.
- Deliver evidence-based, professional crisis counseling using de-escalation and crisis intervention strategies tailored to each caller's emotional state.
- Evaluate caller needs and determine urgency, initiating emergency protocols or medical intervention when necessary.
- Direct callers to suitable services such as in-person crisis response, therapy, case management, or support groups based on assessed needs.
- Document all interactions with accuracy, including key concerns, actions taken, and referrals made during each call.
- Adhere to data privacy regulations under the Data Protection Acts of 1988, 2003, and 2018 (GDPR) in handling personal information.
- Assist in creating personalized crisis management strategies to help callers navigate acute emotional episodes.
- Make timely, on-the-spot decisions when uncertain about next steps, ensuring continued safety and support.
- Ensure all ongoing cases and critical information are clearly communicated during shift changes for continuity of care.
- Remain fully focused on helpline duties throughout the scheduled shift without engaging in unrelated tasks.
- Perform real-time risk and lethality assessments for individuals expressing suicidal intent to determine level of danger.
Work Arrangement
Remote (Country) — Thailand
