Helpline Staff Responder

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed. Crisis Line response (40%) • Main objective: Ensure the helplines are manned and responded to in a timely, professional yet compassionate manner. • To be available during designated hours via so phone technology to take calls from a quiet location conducive to effectively performing the duties. • To serve as back-up in the event of call surges. • Work with internal stakeholders to ensure the Crisis Line meets high-quality standards of InTouch, aligned with our mission and vision. • Provide text or chat support when applicable. • Additional responsibilities • Partner in providing social media presence and response through In Touch accounts with respect to identified marketing and communication strategies. • Assist the Helpline Coordinator whenever needed to leverage technology for generating statistical reports and call utilizations. • Effectively and efficiently manage and improve resources entrusted to him/her for work purposes, including helpline referral database. Quality Control (30%) • Quality and effectiveness w/ callers. Ensure the use of standard call scripts, scenario-response guides, and best-practice helpline approaches based on Crisis Line training. • Participation in self-care measures. Be available for once-a-week onsite debriefing withHelpline Manager, Clinical Supervisor, and team. • Quality and timely reporting. Ensure to capture all relevant call information and document details via online intake forms. Working with Internal stakeholders (30%) • Helpline Manager - report to HM, provide any updates on issues related to coverage and quality. • Helpline Coordinator - serve as back-up & collaborate on coverage, call intakes, and statistics. • Clinical Supervisor - required to undergo regular weekly onsite debriefing for quality & care. • Fellow helpline responders - assist or backup as needed.  QUALIFICATIONS / SKILLS / REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty/function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Helpful to have attended Crisis Line volunteer training or similar. Otherwise, willingness to undergo training and be supervised. Open to feedback and wellness measures. • Good telephone and customer support skills, especially presenting with warmth & empathy. • Team player. Willing to backup for calls when needed in order to align with In Touch's mission and vision to provide support to the community. • Computer literate (Google drive, Google applications and online tools). Able and comfortable to use technology remotely. • Proficient in both English and Tagalog. • Self-starter and able to work independently or with a team. • Mature, resilient, adaptive and with good coping skills. • Stable internet connection at home, access to a laptop and a smartphone. EDUCATION / EXPERIENCE • Fresh graduates are encouraged to apply. With volunteer work preferred, but not required. • Comfortable with various platforms of communication technology. • Able to utilize technology for work processes, report generation and administration. • Bachelors in a relevant field (eg. Psychology, social work, education etc.) or commensurate work experience. Originally posted on Himalayas