Crisis Helpline Responder (Australia)

Why This Role Matters

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