Helpline Specialist Role - Overview:

The role of the helpline specialist is to answer the emotional support and suicide prevention hotline using Samaritans’ specialized method of befriending.  Helpline specialists are caring, compassionate, and confidential listeners who fulfill Samaritans Southcoast's mission to reduce and prevent future suicides from occurring.

 

Duties and Responsibilities Include: 

  • Answer calls on emotional support and suicide prevention hotline. 

  • Provide professional and compassionate support to callers at all levels of need. 

  • Embody Samaritans Southcoast’s befriending methods. 

  • Perform accurate data entry to track the effectiveness and impact of hotline services. 

  • Ability to listen and communicate effectively. 

  • Take direction from supervisors. 

  • Adhere to all Samaritans Southcoast’s policies, procedures, best practices, and those in accordance with our accreditation through the International Council for Helplines, and guidelines from the Massachusetts Suicide Prevention Coalition, the Massachusetts Department of Public Health, and the National Suicide Prevention Lifeline. 

  • Maintain composure in high-stress situations.

  • Be able to multi-task. 

  • Work independently and as a team member. 

  • Other responsibilities as assigned. 

 

Experience and Qualifications: 

  • High School or equivalent required. 

  • Previous experience working on a suicide prevention hotline, crisis hotline, customer service, and/or phone center preferred but not required. 

  • Moderate to high comfort level with technology, including basic computer and internet skills, cell phones, and Smartphones required. 

  • Experience with the iCarol System or similar cloud-based database, Webex, and Zoom preferred but not required.

  • Attention to detail and accuracy required. 

  • Working as a member of a team in a small office environment, remotely and in person. 

  • Desire to help others, display compassion, and maintain confidentiality required. 

 

Special Requirements/Physical Demands/Working Conditions: 

  • Remote work with some in-person interaction with staff and colleagues. 

  • Access to active internet service required. 

  • Ability to work remotely in a secure, private space where confidentiality can be maintained. 

  • Some flexibility in working hours, including some evenings and weekends. 

  • Must successfully complete 35 hours of Samaritans Southcoast training. 

  • Must attend refresher training and staff meetings regularly. 

  • A background check is required as part of the application process. 

  • CORI check is required upon offer of position.   

 

Relevant Position Information: 

  • Job Title - Helpline Specialist

  • Reports to: Executive Director 

  • FLSA Designation: Non-exempt 

  • Job Type: Part-time, 20 hours per week

  • Hourly wage: $18.00  

  • No benefits 

  • Paid Time Off (PTO): Accrued at a rate of 1.5 hours for every month worked, non-rollover. 

 

To apply:

To be considered, interested candidates must: 

  1. Complete our online application here or visit our website at https://www.samaritanssoco.org/helpline-specialist. 

  2. Submit a cover letter, resume, and three (3) references to Darcy H. Lee, Executive Director, dlee@samaritanssoco.org.

 

Incomplete submissions will not be considered. 

Samaritans Southcoast is an equal opportunity employer.  No phone calls, please.