Helpline Staff Responder

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed.

1. 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.
2. Quality Control (30%)
   1. 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.
   2. Participation in self-care measures. Be available for once-a-week onsite debriefing withHelpline Manager, Clinical Supervisor, and team.
   3. Quality and timely reporting. Ensure to capture all relevant call information and document details via online intake forms.
3. Working with Internal stakeholders (30%)
   1. Helpline Manager - report to HM, provide any updates on issues related to coverage and quality.
   2. Helpline Coordinator - serve as back-up & collaborate on coverage, call intakes, and statistics.
   3. Clinical Supervisor - required to undergo regular weekly onsite debriefing for quality & care.
   4. 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.