Available Positions

JOB DESCRIPTION

Position Summary:

The Crisis Support Executive (CSE) in the Crisis Support Team supports the work of the Core Services by conducting initial assessment of clients’ risks and needs. This includes classifying of incoming calls and text messages according to the risk levels. He/she decides the required follow up actions, which typically include referring of cases to the Clinical Team for crisis support or counselling.

CSE also makes preliminary outgoing calls or text messages, if necessary, to facilitate the initial assessment in terms of client risk level. He or she provides frontline support to volunteers who are manning the organisation’s 24-7 hotline service.

Duties and Responsibilities:

· Conduct initial assessment and classify incoming calls and text messages according to the risk levels. Scope of work includes:

– Classify calls and text messages on the system

– Make outgoing calls or text messages where necessary to facilitate assessment

– Provide first level response to low-risk clients where necessary

– Provide information on SOS services or on community resources to third party callers

– Support in the administration and documentation of the processes

– Refer cases to the Clinical team for follow up actions/crisis support interventions

– Coordinate on the activation of emergency support where applicable

· Frontline support to volunteers (SAMs) who are manning the organisation’s 24-7 Services. Scope of work includes:

– Assist with phone or chat duties in the event of shortage of volunteers

– Being activated onsite to support persons in crisis or next-of-kin

– Support in training and supervision of trainee volunteers

– Orientate and guide new volunteers who have just started performing call or messaging duties on their own

– Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitor chats and provide consultation where appropriate

– Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result

– Update volunteers on callers’ or clients’ development

– Provide off-site support for volunteers outside of office hours where necessary

JOB DESCRIPTION

Duties and Responsibilities:

• Conduct initial assessment and classify incoming calls, emails and text messages according to the risk levels. Scope of work includes:

1. Classify calls, emails, text messages on the system
2. Make outgoing calls, emails or text messages where necessary to facilitate assessment
3. Provide first level response to low-risk clients where necessary
4. Provide information on SOS services or on community resources to third party callers
5. Support in the administration and documentation of the processes
6. Refer cases to the Clinical team for follow up actions/ crisis support interventions
7. Coordinate on the activation of emergency support where applicable

• Frontline support to volunteers (SAMs) who are manning the organization’s 24-7 Services. Scope of work includes:

1. Assist with phone or chat duties in the event of shortage of volunteers
2. Being activated onsite to support persons in crisis or next-of-kins
3. Support in training and supervision of trainee volunteers
4. Orientate and guide new volunteers who have just started performing call or messaging duties on their own
5. Support and guide volunteers in the Phoneroom or over online platforms by listening in during calls or monitor chats and provide consultation where appropriate
6. Conduct debrief sessions with volunteers where necessary, especially for those who handled calls or chats with imminent risks and experienced distress as a result
7. Update volunteers on callers’ or clients’ development
8. Provide off-site support for volunteers outside of office hours where necessary

JOB DESCRIPTION

Key Responsibilities:

• Conduct literature reviews on topics related to suicide prevention, mental health, and crisis intervention
• Collect and clean quantitative and qualitative data on a project on youth and caregiver experiences of suicidality
• Participate in team meetings and discussions
• Contribute to the preparation of reports, presentations, and summaries of research findings and other activities/initiatives undertaken by the department
• Assist in drafting internal documents, including meeting notes, SOPs, organisational learning, insights, research proposals, applications, recommendations, etc.
• Organise and maintain project documentation and departmental resources
• Coordinate internal and external stakeholder communications
• Support ad hoc projects and operational needs within the Strategy & Research department