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:

· Provide direct clinical services to suicidal individuals and their concerned parties as well as to suicide survivors over multi-modality approaches such as Counselling, Crisis Support, home visits, group work, phone calls and email.

· Participate or take lead in Organisational projects or task forces relating but not limited to core service, as assigned

· Represent the Organisation on community talks, training programmes or panel discussion to advocate or equip community on the topic of suicide

· Enhance his/her clinical knowledge and skills through active participation in the supervision; training, collaborative outreach with external professional group/agency and self-learning in order to provide up to standard clinical services to our clients

JOB DESCRIPTION

Duties and Responsibilities:

• Oversee the volunteer deployment and operational functions of SOS, including roster scheduling and coordination.
• Drive continuous process improvements by identifying and implementing innovative solutions, leveraging technology to enhance operational efficiency.
• Provide meaningful engagement and support to volunteers involved in SOS’s core services, such as the 24-hour Hotline and Care Text.
• Collaborate with program teams to ensure volunteers receive the necessary guidance and support for effective service delivery.
• Ensure volunteer compliance with organizational policies, particularly in areas related to data protection and confidentiality.
• Work with key volunteer leaders to cultivate camaraderie and foster a motivated, engaged volunteer community through targeted strategies.
• Participate in other VM functions and organization-wide initiatives, including volunteer recruitment, taskforce projects, events, and additional duties as assigned by HOD.